LaPecha Brown
Minooka,IL
Summary
Customer Support Specialist/Manager with expertise in SaaS and client relationship building, recognized for significantly enhancing customer service experiences at VTS Rise. Demonstrated leadership at Echo Global Logistics by resolving over 200 support tickets efficiently, underscoring exceptional technical troubleshooting skills and a commitment to service excellence. Proficient in conflict resolution and persuasive communication, alongside a solid foundation in quality assurance and training to empower teams for success.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
VTS Rise
Chicago, IL
08.2021 - 08.2024
- Offered prompt, friendly, and knowledgeable assistance for routine queries and complaints.
- Executed superior customer relations by effectively handling questions, necessities and challenges.
- Handled payment processing efficiently.
- Authored comprehensive documentation to streamline material usage.
- Ensured functionality by providing comprehensive support across software, portal access and hardware.
- Coordinated resolution efforts among clients, end users, and department teams.
- Collaborated with Technology Team on existing product challenges.
- Advised senior management on best practices for delivering outstanding levels of service.
- Conducted comprehensive training for onboarding customer support staff on software usage and system navigation.
- Assessed performance of team members in relation to set goals and objectives.
Front End Team Lead Seasonal
Walmart
Aurora, IL
12.2022 - 10.2023
- Responded to customer queries by providing information and transferring calls promptly.
- Allocated duties aligned with individual strengths and operational demands.
- Facilitated customer interactions to enhance operational efficiency.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Conducted regular guidance sessions for improving frontline employee proficiency in customer service.
- Enhanced customer retention by driving enrollment in the store loyalty program.
- Ensured accurate file management, report generation, and regular updates on organizational performance metrics.
- Oversaw processes aimed at lessening inventory loss.
- Addressed and rectified customer issues to guarantee complete resolution.
Client Support Specialist
CareerBuilder
Aurora, IL
10.2021 - 04.2022
- Executed high-demand tasks efficiently in a fast-paced setting, achieving performance targets.
- Utilized troubleshooting skills and knowledge resources to address technical challenges with efficiency.
- Guided clients in utilizing online platforms for seamless transactions.
- Enhanced quality assurance satisfaction through effective issue resolution.
- Educated clients on available product options and service features.
- Resolved client issues through various communication methods including chat, email, and phone.
Client Support Specialist/LMS Lead and QA Trainer
SANS Institute
11.2017 - 04.2020
- Identified complex system errors and proposed effective resolutions.
- Delivered responsive customer service through timely identification of client needs.
- Maintained accuracy in delivering current client information across stakeholder groups.
- Displayed empathy and ownership for customer issues.
- Developed mentoring techniques to improve team performance and compliance.
- Conducted testing to ensure high availability of systems.
- Earned recognition from supervisors for ensuring exceptional client satisfaction.
- Evaluated Learning Management System builds to identify bugs and collaborated on solutions.
- Developed structured test cases enabling thorough manual testing workflows.
- Managed customer queries through ServiceNow ticketing platform.
- Collaborated effectively with team members to fulfill project requirements.
- Achieved superior customer experience by combining empathy with comprehensive product knowledge.
- Supported comprehensive operations focusing on phishing campaigns, learning management systems, and data reporting.
- Supervised development of user training efforts.
IT Support Specialist II
Echo Global Logistics
Chicago, IL
03.2011 - 06.2017
- Set up workstations for new hires by installing necessary hardware, software, and peripherals.
- Created training materials for user education.
- Provided multi-departmental IT support, troubleshooting various desktop concerns.
- Enhanced user experience by solving technical problems and providing troubleshooting assistance.
- Assisted internal and external customers with data connectivity issues.
- Successfully managed the resolution of an exceptional 200 support tickets caused by a critical system issue within just 24 hours.
- Communicated complex technology concepts in simple terms for diverse individuals.
- Facilitated professional growth by mentoring team members in technology and support fields.
- Overseen onboarding and off-boarding procedures for employees.
Application Support Analyst
Enova Financial
Chicago , IL
09.2010 - 01.2011
- Managed account access by assigning credentials, updating permissions and deactivating obsolete users.
- Responded to client questions, facilitated processes, and resolved conflicts promptly.
- Simplified intricate concepts into terms understandable by applicants.
- Actively listened to customer complaints and implemented effective solutions.
Customer Service Representative
Dyson Inc.
Chicago, IL
09.2006 - 08.2010
- Identified consumer demands and suggested related offerings, increasing Vacuum sales.
- Assisted approximately 60 customers each shift with vacuum purchases or troubleshooting questions.
- Executed data entry tasks by capturing essential details after analyzing customer needs.
- Maintained detailed records of customer interactions to monitor issues and resolutions.
- Responded to customer inquiries and mitigated issues, leading to fewer complaint calls.
- Defused tense customer interactions by fostering a positive environment.
Education
Some College (No Degree) - Psychology
Chicago State University
Chicago, ILSkills
- SaaS
- SCORM
- CRM
- Active Directory
- Verbal and writing communication
- Client rapport building
- Customer-facing communication
- Core computing concepts
- Client service excellence
- Hardware diagnostics
- Technical Troubleshooting
- Microsoft Office365
- Service Now
- Hardware upgrades
- Shoretel/Mitel
- Salesforce
- Credit Card payment processing
- Zoom
- Zoho
- Fuze
- Jira
- Elastic Email
- Slack
- Microsoft Teams
- Quality Assurance
- SendGrid
- Dwolla/Stripe
- Jamf
- Zendesk
- Confluence
- Account management
- Training programs
- Team leadership
Timeline
Front End Team Lead Seasonal
Walmart
12.2022 - 10.2023
Client Support Specialist
CareerBuilder
10.2021 - 04.2022
Customer Support Specialist
VTS Rise
08.2021 - 08.2024
Client Support Specialist/LMS Lead and QA Trainer
SANS Institute
11.2017 - 04.2020
IT Support Specialist II
Echo Global Logistics
03.2011 - 06.2017
Application Support Analyst
Enova Financial
09.2010 - 01.2011
Customer Service Representative
Dyson Inc.
09.2006 - 08.2010
Some College (No Degree) - Psychology
Chicago State University
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsTeam Building / Company RetreatsWork from home optionPaid time offWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
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