Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mariah Mackey

Phenix City,AL

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

15
15
years of professional experience

Work History

Technical Support Representatives

Arise Virtual Solutions Inc
02.2017 - 12.2024
  • Help customers troubleshoot issues
  • Explain complex concepts to customers over the phone
  • Helped managers improve area operations by sharing customer feedback and contributing new ideas.

Customer Service Representative

Sykes Call Center
Phenix City, AL
07.2022 - 07.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assessed client tax situations to determine best filing options.
  • Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
  • Offered clients recommendations to reduce tax liabilities.
  • Researched complex tax issues utilizing online resources and professional tax software.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.

Technical Support Representative

Kelly Services
Remote
01.2018 - 01.2020
  • 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.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Customer Service Representative

Road America Call Center
03.2013 - 02.2016
  • Answering customer's questions through different means, such as online chats, email, or phone calls
  • Engaged with customers to understand and resolve issues and answer product questions
  • Performed administrative support functions such as processing payments and reconciling accounts
  • Completed more than 100 calls per day by following scripts and maintaining good call control
  • Updated accounts with customers' current personal and purchasing information
  • Satisfied customers by delivering speedy and expert service for all roadside assistance needs.

Clerk

David's Tire Shop
07.2009 - 01.2016
  • Conducted administrative support tasks, including assisting with pay records, invoices,
  • MM, balance sheets, and correspondences
  • Gained valuable skills by learning how to create spreadsheets and use pivot tables
  • Answered telephone calls, took messages, and distributed messages to appropriate personnel
  • Organized, ordered and restocked office supplies to keep staff efficient and productive
  • Greeted visitors and escorted them to their destinations
  • Created professional letters, spreadsheets and emails to support day-to-day business needs
  • Operated office equipment, such as personal computers, photocopiers, scanners, voicemail systems, and facsimile machines
  • Managed office calendars and made other arrangements for meetings, travel, and special events
  • Managed the master calendar and individual team schedules, smoothly balancing customer and workload demands
  • Kept office documents well-organized and quickly retrieved files for team members
  • Answered calls on a multi-line telephone system to direct callers, provide information and make appointments.

Education

Cyber Security - Computational Science

Columbus Technical College
Columbus, GA

Skills

  • Technical Support
  • Product Troubleshooting
  • Remote Support
  • Customer service expert
  • Call Center Operations
  • Customer Service
  • Issue Troubleshooting
  • Microsoft Outlook
  • Network diagnostics

Timeline

Customer Service Representative

Sykes Call Center
07.2022 - 07.2023

Technical Support Representative

Kelly Services
01.2018 - 01.2020

Technical Support Representatives

Arise Virtual Solutions Inc
02.2017 - 12.2024

Customer Service Representative

Road America Call Center
03.2013 - 02.2016

Clerk

David's Tire Shop
07.2009 - 01.2016

Cyber Security - Computational Science

Columbus Technical College

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