Miche Whitney

• Fast paced inbound technical support via multi live chat and phone for IOS software and hardware
• Provide first call resolution by using effective listening with clear concise verbal communication to identify needs and concerns , provide product education resulting in a timely resolution
• Established rapport with clients by actively listening to concerns and promptly addressing any questions or issues they raised.
• Maintained strict adherence to data privacy regulations while handling sensitive client information and troubleshooting issues.
• Assisted customers with device setup, installation, and configuration tasks for seamless user experience.
• Consistently exceeding metrics for first call resolution 90% less than 10% service calls

• 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.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Managed high levels of call flow and responded to technical support needs.

Fast paced inbound phone support for new. existing

and prospective customers

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team by exceeding metrics for 95% customer satisfaction, 11% service calls and 100% knowledge .