MICHE WHITNEY
Klamath Falls,OR
Summary
Customer support phenom with over 10 years experience and proven track record for providing support that exceeds expectations. Consistent recognitions for exceeding performance metrics 100% customer satisfaction , 90 % first call resolution.
Overview
11
11
years of professional experience
2025
2025
years of post-secondary education
Work history
Apple Technical Advisor
Kelly Connect Apple Project
Remote
10 2022 - 08 2025
- Fast paced inbound support via phone , live multi-chat platform for IOS devices for IOS devices/ services.
- Recognition for exceeding individual KPI metrics consistently 100% customer satisfaction rating 95% first call resolution
- Ability to build positive two way rapport by using clear concise verbal / written skills with array of diverse individuals
- Promoted to new hire mentor within 6 months of hire.
- Initiated remote sessions to diagnose and resolve customer issues efficiently.
- Developed knowledge base of common problems and solutions, improving response time by 30%
- Provided technical support for hardware issues , software/update configuration, application support, billing, service appointment scheduling
- Guide non technical users through complex steps using terms that they understood.
- Navigation of multiple programs/applications to assist with research/ resolution.
Technical Support
Iqor
Klamath Falls, OR
02.2016 - 08.2019
- Inbound support via phone for Direct tv
- Collaborated with cross-functional teams to streamline communication processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Top 3% sales , 95 customer satisfaction metrics.
Advanced Technical Support IP
Comcast
Lynnwood, WA
11.2008 - 05.2014
- Fast paced inbound support via phone for Comcast 3 lines of business Broadband cable, VOIP, High speed internet .
- Technical support for hardware issues, billing , sales, retention,Resolved complex technical issues promptly using advanced problem-solving skills,.Accurate detailed account notes.
- Exceeded performance metrics consistently, earning recognition as top performer within the team by exceeding metrics for 95% customer satisfaction, 11% service calls and 100% knowledge.
- Escalated unresolved issues to senior engineers whilst maintaining regular communication with affected customers.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner/ translated lengthy troubleshooting steps by breaking down and simplifying instructions.
Medical records
Healing hands massage therapy
Marysville , Washington
06 1998 - 04 2008
- Performed volume data entry, inputting patient records into medical systems.
- Improved accessibility by digitising physical medical files.
- Processed records in secure storage areas and systems to prevent unauthorised access.
- Handled sensitive information discreetly under strict protocols, maintaining trust between the hospital and its patients.
- Responded to written requests for medical information professionally, ensuring regulatory compliance at all times.
- Developed strong rapport with patients building trust and loyalty.
- Scheduled reminder calls and emails for upcoming appointments to reduce missed visits.
- Handled cash transactions for services rendered contributing towards revenue generation.
Education
Associate of Science - Computer Networking
Portland Community College
Portland, OR06.2026
Skills
- Windows/ MAC/Android
- Microsoft office products
- CRM/ Sales force , SAP, EMR
- Hardware analysis/ troubleshooting , Software, Applications configuration, complex issue resolution
- Identify needs concerns , provide education along with timely resolution
- HIPAA /GDPR compliance
- Clear concise written / verbal communication with array of diverse individuals
- Growth mindset, active listening , empathy, adaptability time management, Organization , detailed account management
- Focus on providing support that exceeds expectations,
- Insurance billing
- Medical terminology understanding
Timeline
Technical Support
Iqor
02.2016 - 08.2019
Advanced Technical Support IP
Comcast
11.2008 - 05.2014
Apple Technical Advisor
Kelly Connect Apple Project
10 2022 - 08 2025
Medical records
Healing hands massage therapy
06 1998 - 04 2008
Associate of Science - Computer Networking
Portland Community College