Michele Youngblood
Rocky Mount,NC
Summary
Highly skilled and dedicated Technical Support Team Lead with over 7 years of experience in managing and mentoring technical support teams. Proven expertise in troubleshooting, customer service, and team development. Demonstrates exceptional leadership abilities, consistently driving team performance and customer satisfaction. Adept at creating effective support strategies, improving productivity, and developing tailored growth plans for team members. Committed to maintaining high-quality standards and enhancing overall customer experience through innovative solutions and effective problem resolution.
Overview
15
15
years of professional experience
Work History
Technical Support Team Leader
Kelly Connect/Apple
Rocky Mount , NC
09.2018 - Current
- Supervised a group of 25 inbound tech support representatives, adeptly troubleshooting and resolving customer issues related to devices and applications.
- Managed case creation, repair appointment scheduling, and monitored advisor calls to ensure quality standards.
- Identified areas for improvement in surveys and developed GROW plans to increase advisor productivity and knowledge.
Retention Specialist
CenturyLink
Tarboro, NC
09.2012 - 08.2018
- Managed inbound customer service calls to address and resolve billing and repair concerns efficiently and effectively.
- Demonstrated proficiency in managing and retaining customer accounts through the use of multiple systems.
- Efficiently processed orders and scheduled technician appointments.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
Enrollment Coordinator
Physicians Pharmacy Alliance
Cary, NC
09.2009 - 09.2011
- Maintained accuracy and timeliness of documentation through coordination of patient enrollments.
- Provided support to patients for their inquiries and assisted with the enrollment process.
- Maintained confidentiality and ensured compliance with healthcare regulations.
Education
Associate of Arts - Medical Legal Issues
Nash Community College
Rocky Mount, NCSkills
- Hardware understanding
- Team Management
- Incident Management
- Remote Support
- Technical Support
- Office Management
- Quality Assurance
- Human Resources
- Software Proficiency: Microsoft Outlook, Microsoft Windows, iOS, MS Word, Excel, PowerPoint, QuickBooks, Medisoft
Timeline
Technical Support Team Leader
Kelly Connect/Apple
09.2018 - Current
Retention Specialist
CenturyLink
09.2012 - 08.2018
Enrollment Coordinator
Physicians Pharmacy Alliance
09.2009 - 09.2011
Associate of Arts - Medical Legal Issues
Nash Community College
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