MELODY FERRELL
Atlanta,GA
Summary
Technology-inclined professional with strong troubleshooting capabilities and customer-oriented attitude. I'm a hardworking and passionate job seeker with strong organizational, troubleshooting, analytical and communication skills; eager and ready to help a team achieve company goals. I'm highly-motivated with a desire to take on new challenges while showcasing my strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
10
10
years of professional experience
Work History
Onboarding & Application Support Specialist
Simplified
Marietta, GA
02.2020 - Current
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Proficient navigation through Google Chrome and Google Workspace
- Responsible for testing applications, mobile devices and computers
- Screen shared remotely while assisting clients with navigation and problem-solving
- Demonstrated sufficient permission knowledge of android/iOS devices
- Answered incoming calls and provided chat support for MAC/PC issues
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Interacted with clients to resolve issues and answer software-related questions.
- Responded quickly to customer requests regarding application problems or changes.
- Identified root causes of application errors and implemented solutions to prevent recurrence.
- Provided training sessions to users on how to use specific applications effectively.
- Performed data manipulation in databases using SQL queries.
- Tested application functionality prior to release into production environment.
Customer Onboarding Representative
Newell Brands
Atlanta, GA
04.2018 - 02.2020
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Collaborated with team members to identify areas of improvement in customer service processes.
- Participated in training sessions designed to improve overall job performance.
- Established relationships with existing customers to promote new product or service opportunities.
- Implemented customer retention strategies to minimize turnover and build loyalty.
- Responded to customer inquiries and complaints, providing timely and effective solutions to maintain high service standards.
- Utilized CRM software to track customer interactions, sales, and progress towards targets.
- Provided customer service by answering product and service related questions.
- Established positive relationships with customers through effective communication techniques.
- Conduct necessary research in order to serve as a resource to both clients and staff.
- Helped to implement network enhancements and submitted recommendations towards process improvement.
- Worked closely with leadership team to resolve recurring issues
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Remote Customer & Tech Support Advisor
Apple, Inc
Stone Mountain, GA
07.2014 - 04.2018
- Answer high volume of incoming calls/chats promptly
- Consistently built strong rapport with customers, carefully listened to understand customer needs, tailored a resolution path for each customers’ issue, and assured customer satisfaction before ending each call
- Updated customer’s account, delivered clear and concise information when addressing customers account inquiries while consistently following security guidelines to protect customer’s data
- Documented and tracked end-user interactions to generate reports detailing common problems or errors
- Troubleshoot various Apple devices for functionality and network connectivity.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Maintaining all KPI Metrics
- Mentoring incoming advisors
Education
Bachelor of Arts - Business Administration
Strayer University
ASSOCIATE OF APPLIED SCIENCE DEGREE - ADMINISTRATION OF JUSTICE
Danville Community College
Associate of Applied Science - Criminal Justice
Danville Community College
Skills
- Microsoft Office/Google Workplace
- Communication Skills
- Time Management
- Maintenance and troubleshooting
- Customer Assistance
- Technical Support
- Product Demonstrations
- Customer Support
- System monitoring
- Operating systems
- Software Installation
- Network configuration
- Data Analysis
- Performance Optimization
- Problem Resolution
- Customer Education
- Application implementation
- Application maintenance
- Application support
- Mobile Application Support
- Application evaluation
- Technical Troubleshooting
- Online Chat Support
- Service desk support
- Customer Service
- Call Management
- User Support
- Help Desk Support
- Creative Issue Resolution
- Problem-solving aptitude
- Call Center Operations
References
References available upon request.
Timeline
Onboarding & Application Support Specialist
Simplified
02.2020 - Current
Customer Onboarding Representative
Newell Brands
04.2018 - 02.2020
Remote Customer & Tech Support Advisor
Apple, Inc
07.2014 - 04.2018
Bachelor of Arts - Business Administration
Strayer University
ASSOCIATE OF APPLIED SCIENCE DEGREE - ADMINISTRATION OF JUSTICE
Danville Community College
Associate of Applied Science - Criminal Justice
Danville Community College