Summary
Work History
Education
Skills
Timeline
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Malika Chaara

Bennington,NE

Summary

Results-driven Customer Support Specialist with a diverse background in technical troubleshooting, customer service, and community management across multiple industries, including technology, retail, and entertainment. I bring a unique blend of skills in problem-solving, communication, and technical support, honed through roles at SpiderDoor, First Data, Apple Care, and Xerox. My experience as a Twitch Streamer and Gaming Community Manager has deepened my understanding of social media platforms and community engagement, while my work in retail at Torrid and the Disney Store has strengthened my sales and customer service acumen. I am adept at leveraging my expertise to enhance customer satisfaction, drive community growth, and contribute to business success in dynamic, fast-paced environments.

Work History

Customer Service, Sales, Tech Support Agent

SpiderDoor
  • Provided exceptional customer service, resolving inquiries and issues promptly and effectively, leading to high customer satisfaction.
  • Increased sales by identifying customer needs, promoting relevant products, and upselling services.
  • Delivered technical support to customers, troubleshooting and resolving technical issues related to the SpiderDoor app and keypads.
  • Collaborated with the development team to relay customer feedback and suggest improvements, leading to a reduction in recurring issues.
  • Conducted training sessions for new users, enhancing their understanding of SpiderDoor's features and improving overall user experience.
  • Maintained detailed records and notes of customer interactions and transactions, ensuring accurate and timely updates to the customer database.
  • Recognized as the top agent with the most tickets answered, the highest number of calls handled, and the highest approval rating from customers.

Customer Service Representative

First Data
  • Provided top-tier customer service in a fast-paced call center environment for merchants, assisting with account inquiries, statements, rates, and fees
  • Achieved 5 customer commendations within the first 4 months for outstanding service
  • Customer Support Expertise: Extensive experience in handling high volumes of customer inquiries related to account management, transactions, and billing, ensuring quick and accurate resolutions
  • Technical Proficiency: Skilled in navigating multiple computer systems simultaneously to access account information, process requests, and troubleshoot technical issues
  • Communication Skills: Strong verbal and written communication abilities for explaining complex financial concepts in a clear and concise manner to customers
  • Problem-Solving: Demonstrated ability to resolve customer concerns efficiently, with a focus on maintaining satisfaction and loyalty
  • Data Entry Accuracy: Attention to detail in logging customer interactions and processing transactions to ensure data accuracy and compliance with company policies

Apple Care Support

Apple
  • Technical Troubleshooting: Proficient in diagnosing and resolving technical issues for Apple products, including iPhones, iPads, Macs, and software applications
  • Customer-Focused Support: Committed to delivering exceptional customer service by providing clear, step-by-step guidance to resolve technical problems
  • Product Knowledge: In-depth understanding of Apple products and services, staying updated with the latest features, updates, and troubleshooting techniques
  • Remote Support Expertise: Experienced in providing effective remote support, walking customers through solutions via phone, chat, or email
  • Time Management: Capable of handling multiple support cases simultaneously while maintaining high levels of customer satisfaction

Customer Support Specialist

Xerox
  • Technical Troubleshooting: Proficient in diagnosing and resolving technical issues related to Xerox printers, copiers, and software, ensuring minimal downtime for customers
  • Product Knowledge: In-depth understanding of Xerox products and services, with the ability to guide customers through setup, configuration, and maintenance processes
  • Customer Service Excellence: Strong commitment to delivering exceptional customer service by addressing inquiries promptly, professionally, and with a focus on customer satisfaction
  • Communication Skills: Excellent verbal and written communication abilities for explaining technical solutions in an easy-to-understand manner to customers of all technical levels
  • Time Management: Experienced in managing multiple support cases simultaneously, prioritizing tasks effectively to meet customer needs and service level agreements (SLAs)
  • Remote Support Expertise: Skilled in providing remote support via phone, email, and chat, including the use of remote desktop tools to troubleshoot and resolve customer issues
  • Documentation: Proficient in creating and updating technical documentation and knowledge base articles to assist customers and colleagues in troubleshooting common issues
  • Problem-Solving: Demonstrated ability to identify recurring issues and work with technical teams to develop long-term solutions and process improvements

Twitch Streamer

Twitch
  • Developed a strong personal brand on Twitch, amassing over 51k followers, and cultivated a vibrant online community
  • Managed all aspects of livestreaming, including content creation, community engagement, and technical troubleshooting
  • Gained expertise in streaming software such as OBS
  • Content Creation: Experienced in creating engaging and original content for live streams, including gameplay, commentary, and interactive segments that attract and retain viewers
  • Community Engagement: Skilled in building and nurturing a loyal community of followers through consistent interaction, responding to chat messages, and hosting community events
  • Technical Proficiency: Proficient in using streaming software like OBS and Stream Yard, as well as managing the technical aspects of streaming, including setting up cameras, microphones, and overlays
  • Brand Collaboration: Experienced in working with brands and sponsors to create promotional content that aligns with the stream's theme and audience interests
  • Audience Growth: Proven ability to grow a substantial following on Twitch and other social media platforms through strategic content planning and engagement

Social Media Manager

American Bazaar
  • Social Media Strategy: Proficient in developing and executing social media strategies that align with brand goals and drive engagement across platforms like Instagram, Facebook, and Pinterest
  • Content Creation: Creative in designing visually appealing and on-brand content, including photos, videos, and graphics, to promote products and connect with the target audience
  • Analytics & Reporting: Experienced in using social media analytics tools to track performance, measure ROI, and adjust strategies based on data-driven insights
  • Brand Ambassadorship: Skilled in representing the brand's voice and values online, fostering a positive and consistent brand image across all social media channels
  • Community Building: Proven ability to build and maintain a loyal following by engaging with followers, responding to comments, and creating interactive content

Community Manager

Xpulz Gaming
  • Fostered community engagement for a gaming esports team, managing events, communication channels, and customer inquiries
  • Community Engagement: Expert in fostering and growing online gaming communities, managing forums, social media channels, and in-game communication platforms
  • Event Coordination: Skilled in organizing and managing gaming events, tournaments, and live streams that increase community participation and engagement
  • Communication Skills: Strong communicator capable of interacting with diverse community members, addressing concerns, and mediating conflicts effectively
  • Content Creation: Ability to create engaging content, including newsletters, blogs, and social media posts, to keep the community informed and engaged
  • Feedback Loop: Experienced in gathering community feedback and collaborating with developers to improve the gaming experience

Sales Associate

Torrid
  • Customer Engagement: Proficient in assisting customers with product inquiries, offering styling advice, and creating a positive shopping experience
  • Sales Techniques: Skilled in upselling products and promoting store promotions to increase sales and customer satisfaction
  • Inventory Management: Experienced in stocking shelves, organizing merchandise displays, and conducting inventory checks to ensure product availability
  • Point-of-Sale Systems: Competent in operating cash registers, processing transactions, handling returns/exchanges, and maintaining accurate cash handling procedures
  • Merchandising: Ability to maintain attractive and organized product displays that align with store visual standards and drive sales

Sales Associate

Gordmans
  • Customer Engagement: Proficient in assisting customers with product inquiries, offering styling advice, and creating a positive shopping experience
  • Sales Techniques: Skilled in upselling products and promoting store promotions to increase sales and customer satisfaction
  • Inventory Management: Experienced in stocking shelves, organizing merchandise displays, and conducting inventory checks to ensure product availability
  • Point-of-Sale Systems: Competent in operating cash registers, processing transactions, handling returns/exchanges, and maintaining accurate cash handling procedures
  • Merchandising: Ability to maintain attractive and organized product displays that align with store visual standards and drive sales

Cast Member

Disney Store
  • Brand Ambassador: Passionate about the Disney brand with the ability to share product knowledge and stories that create magical experiences for customers of all ages
  • Customer Service: Proven ability to deliver exceptional service by engaging with customers, answering questions, and assisting with product selections that align with customer needs and preferences
  • Sales & Promotions: Skilled in driving sales by promoting Disney merchandise, special promotions, and exclusive offers, while maintaining a magical shopping environment
  • Team Collaboration: Strong team player capable of working effectively with colleagues to ensure the store runs smoothly, especially during peak periods and special events
  • Inventory & Stocking: Experienced in receiving, organizing, and replenishing merchandise on the sales floor, ensuring a fully stocked and visually appealing store

Hostess

Olive Garden
  • Customer Service: Strong ability to provide exceptional dining experiences by ensuring guests feel welcomed and well-cared-for throughout their visit
  • Teamwork: Experienced in working collaboratively with other staff members, including kitchen staff, to deliver seamless service during busy meal periods
  • Communication: Clear and effective communication skills for taking orders, relaying information between the kitchen and guests, and resolving any issues with tact and courtesy
  • Time Management: Efficient in managing time during high-volume periods to serve multiple tables promptly while maintaining quality service
  • Food Safety Knowledge: Familiar with food safety regulations and practices, ensuring all meals are prepared and served according to health standards

Live in Nanny

  • Childcare Expertise: Extensive experience in providing nurturing care for children of various ages, ensuring their safety, well-being, and development
  • Activity Planning: Skilled in organizing age-appropriate activities that promote learning, creativity, and physical activity, tailored to each child's interests and needs
  • Communication: Strong communication skills for interacting with both children and parents, providing updates on daily activities, progress, and any concerns
  • Household Management: Experienced in managing household tasks related to childcare, including meal preparation, light cleaning, and maintaining a structured routine

Education

Bachelor's - Business Management

Central New Mexico Community College

High School Diploma -

Omaha South High School

Skills

  • Customer Support
  • Great Communication
  • Social Media & Livestreaming
  • Technical Proficiency
  • Leadership
  • Multitasking

Timeline

Customer Service Representative

First Data

Apple Care Support

Apple

Customer Support Specialist

Xerox

Twitch Streamer

Twitch

Social Media Manager

American Bazaar

Community Manager

Xpulz Gaming

Sales Associate

Torrid

Sales Associate

Gordmans

Cast Member

Disney Store

Hostess

Olive Garden

Live in Nanny

Customer Service, Sales, Tech Support Agent

SpiderDoor

Bachelor's - Business Management

Central New Mexico Community College

High School Diploma -

Omaha South High School

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Malika Chaara