Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Lacye Hyman

Foley

Summary

Experienced Technical Support Advisor with a strong background in customer service within dynamic call center settings. Skilled in diagnosing and resolving hardware/software issues across a wide range of platforms including iOS, macOS, Windows, smartphones, Internet, Cable, and tablets. Proficient in utilizing various support systems to provide timely solutions, adjusting communication styles for different audiences, and working collaboratively with teams to achieve or surpass SLA targets consistently.

Overview

2
2
years of professional experience

Work History

Technical Support Advisor

NRTC
12.2024 - 07.2025
  • Handled high-volume inbound technical inquiries via phone, delivering tailored solutions for iOS, macOS, smartphones, tablets, and PCs.
  • Diagnosed software and hardware problems, guiding customers through clear, step-by-step troubleshooting processes.
  • Utilized ticketing systems, remote-access tools, and knowledge bases to research and resolve issues in real time.
  • Met or exceeded SLA targets by efficiently prioritizing and managing cases.
  • Adapted communication style to each customer’s technical proficiency for optimal results.

Customer Service Representative

Foundever
01.2025 - 04.2025
  • Responded to customer requests for products, services, and company information.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Crisis Navigator

Centerstone of Tennessee
11.2023 - 01.2025
  • Conduct proactive phone and chat outreach to assess member needs and connect them with appropriate mental health services
  • Educate members on plan benefits and next-step procedures, ensuring HIPAA compliance in all communications
  • Record detailed interaction notes across multiple CRM systems, maintaining high data accuracy
  • Collaborate with clinical teams and external providers to ensure seamless service coordination

Customer Service Associate

Conduent
10.2023 - 01.2024
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled billing and payment issues by following guidelines and resolving disputes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

Master of Science - Organizational Leadership

Florida Institute of Technology
05.2026

Bachelor of Science - Psychology

Northern Caribbean University
06.2009

Skills

  • Technical Troubleshooting (iOS, macOS, Windows, Android)
  • Call Center Operations & SLA Compliance
  • CRM Platforms & Multisystem Navigation
  • Customer Communication & Empathy
  • First-Call Resolution & Escalation Management
  • Time Management & Prioritization
  • Team Collaboration & Knowledge Sharing
  • Documentation & Quality Assurance

Certification

  • Introduction to Software Project Management, Alison.com (Sep 2022)
  • Management Information Systems, Alison.com (Apr 2022)
  • Introduction to Computer Network Security, Alison.com (Sep 2022)

Languages

English
Native or Bilingual

Timeline

Customer Service Representative

Foundever
01.2025 - 04.2025

Technical Support Advisor

NRTC
12.2024 - 07.2025

Crisis Navigator

Centerstone of Tennessee
11.2023 - 01.2025

Customer Service Associate

Conduent
10.2023 - 01.2024

Bachelor of Science - Psychology

Northern Caribbean University

Master of Science - Organizational Leadership

Florida Institute of Technology

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