Macie Vermillion
Lansing
Summary
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Tech Support Advisor
Apple
08.2024 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Departmental Technician
State Of Michigan Treasury
01.2024 - 05.2025
- Contract position in which I maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Maintained quality assurance and customer satisfaction objectives.
- Completed job reports and logs immediately following service calls.
- Cultivated productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within the organization.
- Assisted with phone lines in high call times.
- Rerouted callers to the department their specified issue or situation needs.
- Completed small tasks from website testing to office work.
Customer Service Advocate
IPollard
02.2023 - 07.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Customer Service Representative
PNC Bank
06.2022 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Managed daily activities for accounting, accounts payable, treasury and cost accounting.
- Handled various accounting transactions.
Customer Service Representative
Maximus
08.2021 - 03.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Sales Associate
Torrid
01.2019 - 03.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
Sales Associate
Burlington
06.2018 - 04.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
GED -
Lansing Eastern High School
05.2014
Skills
- Attention to Detail
- Customer Service
- Works Well Under Pressure
- Multitasking and Organization
- Troubleshooting
- Written/Verbal Communication
- Customer interaction
- Accounting
- Time management
- Analytical thinking
Skills
- Cash handling expertise
- Financial record keeping
Timeline
Tech Support Advisor
Apple
08.2024 - Current
Departmental Technician
State Of Michigan Treasury
01.2024 - 05.2025
Customer Service Advocate
IPollard
02.2023 - 07.2023
Customer Service Representative
PNC Bank
06.2022 - 12.2022
Customer Service Representative
Maximus
08.2021 - 03.2022
Sales Associate
Torrid
01.2019 - 03.2021
Sales Associate
Burlington
06.2018 - 04.2019
GED -
Lansing Eastern High School
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