MELINDA DOWNIE
Summary
Experienced Customer Service & Client and Technical Support Professional possessing strong written and verbal communication, active listening and interpersonal skills. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. I have transferable skills, am responsible, open minded and willing to learn. Ability to think end-to-end, create alignment on challenging goals and solve problems. Aptitude for attention to detail, research processes, and troubleshooting client issues for quick first-time resolution. Able to grasp new or complex concepts quickly and utilize them demonstrating in-depth knowledge of best practices, and procedures. Solution oriented and manage expectations of team members/clients. Technically-savvy Support Analyst with 2.5 years of experience in computer hardware allocation and deployment for Walt Disney IT. Passionate about delivering superior customer service through product education and support. Known for conveying complex concepts to non-technical individuals in simple language. Known for actively listening to user concerns, effective troubleshooting and resolving issues quickly. Committed to exceeding customer expectations to maintain high levels of satisfaction.
Overview
19
19
years of professional experience
Work History
Support Analyst
Atos IT Solutions and Services
Irving, TX
10.2021 - Current
- Journey Manager's provide white glove service and computer support for the West Coast Walt Disney World's cast members, ensuring a positive customer experience
- Delivering computer hardware based on the role and needs of the employee
- Processing requests for new computers, computer hardware and peripherals for new hires and existing cast members who are having issues with broken, lost or stolen computer hardware
- Utilizing Service Now (SNOW) to manage workflows and processes of each ticket's progress from submission of request for computer hardware to closing (successful delivery)
- Managing quality control and time management of the requested item tickets assigned to me
- Develop and maintain relationships with HR Personnel, Hiring Managers, Dept
- Managers and Team Leads of a variety of Business & Organizational Areas within the Disney Corporation
- Analyze service levels and processes to systematically solve problems, upgrade service and to provide reliable solutions and on-time services.
Customer Service Associate
ResultsCX
Corpus Christi, TX
07.2021 - 10.2021
- Provided clear, concise, and thoughtful instructions for Home Depot customers and pros
- Answered customer questions and providing helpful solutions
- Promoted products and services for our client / vendor - Sales
- Resolved customer complaints with fast, friendly, and courteous service
- Consistently delivered a positive and world class customer experience via phone or email
- Provide detailed summaries of customer calls in the CRM Database
- I was being crossed trained on systems and CRMs for Blue Cross Network members and providers but left Results to work for Atos IT Solutions and Services.
Tier 1 - Technical Support Engineer
Axcient (merged with eFolder)
Denver, CO
06.2017 - 07.2019
- I addressed live issues, identified the cause of the incidents, escalation management, provided resolution and workaround fixes via helpdesk tools, email and phone with consistent service level agreement of 99% while adhering to service level standards
- Experience with SaaS; File Sync and Data Security software.
Customer Service Supervisor
Gila Corporation (Municipal Services Bureau)
Austin, TX
09.2007 - 02.2008
- Supervisor for a team of CSRs at the Texas Department of Public Safety's Driver Surcharge Program
- Collaborated with the Call Center Leadership team to monitor effectiveness of service policies and best practices to improve service levels and quality.
Customer Care Team Lead
Austin Direct Impact (now dba Engauge Direct LLC)
Austin, TX
12.2004 - 08.2007
- Responsible for managing inbound call volume for Sony Corporation and providing status, assisting with returns, authorizations and resolving warranty issues
- Responsible for resolving customer issues and handling agent call escalations
- Provide training, supervision and coaching to teams of 5-12 representatives.
Level 1 & Level 2 Tech Support Representative
TeleNetwork
Austin, TX
12.2008
- Diagnose and resolve technical hardware and software issues involving general internet or pc connectivity troubleshooting, application-based email support, as well as wireless and antivirus/firewall configuration
- Follow provided processes and procedures to resolve the issue or gather information to escalate.
Education
BBA -
Texas A&M
Corpus Christi08.2004
Skills
- 15 years' experience providing excellent Customer Support, Service and Satisfaction
- Skilled in customer service, PC and software technical support processes, including customer deescalation following the established best practices to produce the desired result for the client/customer
- Proactively manage high level, complex client/customer service issues by researching and resolving issues quickly and efficiently over the phone or online
- Applications/Tools Knowledge: Microsoft Office 365, SAAS software-as-a-service, Slack, Salesforcecom, Webconferencing software, Teams, Cisco IP Phone, Google Apps including Gmail, Google Drive, Sheets and Docs, CRM apps and Ticketing systems: Zendesk, Kayako, Enfinity, ServiceNow and Amazon Workspace
- Sales - Able to promote a new product or service or upgrades
- Ability to work with a group/team, with complementary abilities, on a shared project or goal or desired outcome by collaboration, problem solving and teamwork
- Experienced Team leader with organizational, time management and analytical thinking skills
- Remote and Contact Center team management skills, Coach/teacher/trainer, and public speaker
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Timeline
Support Analyst
Atos IT Solutions and Services
10.2021 - Current
Customer Service Associate
ResultsCX
07.2021 - 10.2021
Tier 1 - Technical Support Engineer
Axcient (merged with eFolder)
06.2017 - 07.2019
Level 1 & Level 2 Tech Support Representative
TeleNetwork
12.2008
Customer Service Supervisor
Gila Corporation (Municipal Services Bureau)
09.2007 - 02.2008
Customer Care Team Lead
Austin Direct Impact (now dba Engauge Direct LLC)
12.2004 - 08.2007
BBA -
Texas A&M
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