Michelle Vaheed
Cape Coral,FL
Summary
Achieved top performance status through consistent excellence in task execution.
Demonstrated ability to quickly acquire new skills and knowledge.
Cultivated strong customer relationships to enhance service delivery.
Led team strategy and performance initiatives as captain.
Achieved seven promotions within a six-year timeframe, demonstrating consistent performance and career advancement.
Demonstrated effective leadership by guiding teams towards achieving strategic objectives.
Exhibited a consistently positive attitude to foster a collaborative work environment.
Overview
12
12
years of professional experience
Work History
T2 Business and Education Tech Support
Transcom Worldwide Contracted Through Apple Inc.
4700 S Syracuse Ste 1000 Denver Colorado 80237
07.2021 - Current
- Analyzed and investigated advanced technical problems presented via inbound calls from tier 1 specialists to ensure customer satisfaction
- Analyzed data-driven insights to detect and mitigate potential issues before they escalated.
- Analyzed and resolved technical issues while performing software installations and gathering critical information to support infrastructure operations.
- Facilitated mentorship for junior team members to elevate customer service quality and streamline ticket resolution processes.
- Identified and eliminated malware, ransomware, and various threats from laptops and desktop systems to enhance operational performance.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Analyzed and rectified hardware, software, and network issues, enhancing overall system reliability.
- Analyzed and resolved technical issues by identifying effective solutions.
- Developed user accounts and assigned permissions to facilitate access control and operational efficiency.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Developed proactive tools to assist customers and internal support organization.
- Collaborated with customers to address multifaceted technical difficulties and research effective, lasting solutions.
- Implemented software updates and patches to mitigate security vulnerabilities and safeguard data integrity.
- Provided dedicated support to Apple business customers, addressing inquiries and resolving issues promptly.
- Directed team activities to enhance performance and achieve collective goals.
- Delivered exceptional survey satisfaction exceeding 90%. Attained a 96% resolution rate through proactive problem-solving initiatives.
- Progressed through four distinct promotions over 18 months, showcasing consistent contributions and leadership potential.
- Oversaw customer support for Apple products, addressing account-related challenges effectively. Managed repair coordination to enhance customer satisfaction. Implemented compensation strategies for customers affected by poor customer service
- Implemented issue tracking protocols to facilitate prompt communication of software bugs and glitches to engineering teams.
- Collaborated with engineering teams to refine troubleshooting procedures based on recurring issues.
- Documented technical processes and solutions in knowledge base for future reference and efficiency.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
Technical Support Representative
Sykes Enterprises Inc.
10.2014 - 06.2019
- Support customers with online billing and account issues
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries
- Referred difficult issues to upper management while maintaining positive rapport with customer
- Informed customers about issue resolution progress
- Supported customers having data connectivity issues
- Provided thorough support and problem resolution for customers
- Eighteen years of experience in Internet services
- Assisted customers with technical issues via email, live chat and telephone
- Provided real-time support to everyday users of Mitchell Software products
- Developed and maintained positive customer relationships
- Responded to customer service emails in a timely and effective manner
- Reported important problems to management
- Worked with customer service supervisor to resolve customer concerns
- Researched, resolved and followed up on customer issues
- Handled a large volume of phone calls, chat and emails
- Maintained a calm, professional demeanor when faced with high demand, high volume workloads
- Devised workarounds for problems
- Developed and maintained technical expertise for all Mitchell products
- Researched, documented and escalated cases to higher levels of support according to internal procedures
- Reviewed support cases for technical and troubleshooting accuracy
- Created new account, reset passwords and configured access for users
Education
Data Entry Certification - undefined
Lee High Technical School Central Campus
Fort Myers, FL1997
Word Processing Certification - undefined
Lee High Technical School Central Campus
Fort Myers, FL1996
Skills
- Demonstrated proficiency in typing 70 words per minute and mastering 10-key data entry and word processing tasks
- Assisted teams in resolving production and communication issues through effective use of various rooms Demonstrated proficiency in Salesforce to support team operations
- Demonstrated proficiency in Windows and Mac operating systems
- Assisted in uninstalling and reinstalling software programs to maintain system functionality Supported file management by sharing backups and deleting unnecessary files Conducted regular clean-up tasks to enhance overall performance
- Executed single and multi-user migration processes to enhance system efficiency
- Diagnosed and resolved error messages, addressing failed installations and executing database rebuilds
- Demonstrated strong commitment to achieving high-quality results in all tasks
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Assisted in creating engaging multimedia content using Adobe tools Supported team members in utilizing Adobe Flash for interactive projects Contributed to design processes by applying Adobe software skills
- Demonstrated analytical and critical thinking skills to evaluate complex problems
- Demonstrated outstanding verbal and written communication abilities
- Executed effective de-escalation strategies to resolve conflicts and maintain positive relationships
- Implemented remote access technology solutions to enhance operational efficiency
- Provided technical assistance to users experiencing desktop issues Troubleshot hardware and software problems to restore functionality Supported installation and configuration of desktop applications
- Assisted users with application-related inquiries and issues Provided technical support to ensure smooth operation of software applications Collaborated with team members to troubleshoot and resolve application problems
Accomplishments
- I provided support for all Apple Products including Creative Media support
Timeline
T2 Business and Education Tech Support
Transcom Worldwide Contracted Through Apple Inc.
07.2021 - Current
Technical Support Representative
Sykes Enterprises Inc.
10.2014 - 06.2019
Data Entry Certification - undefined
Lee High Technical School Central Campus
Word Processing Certification - undefined
Lee High Technical School Central Campus