Melanie Frye
165 Lorraine Dr,,NC
Summary
Inventive Technical Support Supervisor eager to find novel and productive solutions for each customer's issue. Independent provider of individualized customer care. Adapts to unique complaints and queries by performing independent research. Detail-oriented Tech Support with extensive experience in telecommunications, retail and customer service, account reconciling and billing also troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
12
12
years of professional experience
Work History
Tech Support Escalation Supervisor
Suddenlink Communications
03.2010 - 05.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with other supervisors and upper management to escalate and address customer inquiries or technical issues.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Managed high levels of call flow and responded to High Speed Internet technical support needs. This also included Cable and phone service.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Activated accounts for clients interested in new services.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Provided replacement files to customers missing data, including media files, software components and other digital deliverables.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
Education
High School Diploma -
Randleman High School
Randleman, NC06.1996
Skills
- Team Management and Supervision
- Motivational Leadership
- Coaching and Mentoring
- Staff Development and Training
- Team Building
- Performance Management
- Decision Making
- Complex Problem Solving
- Regulatory Compliance
- Quality Assurance
- Attention to Detail
- Employee Motivation and Discipline
- Remote Work Coordination
- Verbal and Written Communication
Timeline
Tech Support Escalation Supervisor
Suddenlink Communications
03.2010 - 05.2022
High School Diploma -
Randleman High School
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