Mindie Robertson
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
39
39
years of professional experience
Work History
Product Support Specialist
Myself Contract Labor Arise (TurboTax)
01.2024 - Current
- Enhanced customer satisfaction by providing timely and accurate product support.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Improved the overall efficiency of the support team with streamlined processes and clear communication.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Researched and identified solutions to technical problems.
- Cross trained on security and took a mix of Security and Product Support calls
Customer Service
Myself Contract Labor Arise (Modivecare)
04.2023 - 03.2024
- Delivered superior customer service and handles client requests.
- Managed business customer service, responding to requests and concerns promptly.
- Updated customer service database with new information, address changes and contact details.
- Increased client satisfaction by providing excellent customer service.
- Utilized customer feedback to improve customer service.
- Listened to the customer to get a good understanding of their needs, so I could book book their medical transportation.
Product Support Representative
Self Contract Labor Arise ( Quickbooks)'
04.2023 - 12.2023
- Improved customer satisfaction by efficiently troubleshooting and resolving product issues.
- Enhanced customer experience by providing timely and accurate information regarding product features and use.
- Reduced response time for support inquiries with effective case management and prioritization.
- Ensured customer retention, addressing their concerns and offering tailored solutions to meet their needs.
- Managed high-stress situations effectively, remaining calm under pressure while maintaining focus on delivering exceptional service levels at all times.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Product Support Specialist
Myself Contract Labor Arise (TurboTax)
01.2023 - 04.2023
- Enhanced customer satisfaction by providing timely and accurate product support.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Researched and identified solutions to technical problems.
- Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
Owner / Dog Groomer
Doggie's Day Out
05.2015 - 06.2021
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Bathed and Groomed Dogs
- Calculated Payroll every week
- Managed a shop 4 other employees that worked for me.
- Cleaning and Sanitizing
- Bookkeeping in QuickBooks
Manager / Dog Groomer
Doggie's Day Out
01.2006 - 05.2015
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Bathed and Groomed Dogs
- Managed a other employees that worked for the business.
- Cleaning and Sanitizing
- Bookkeeping in QuickBooks
- Answering phones and scheduling appointments
- Managed the task of selecting a CRM program and entering all the client data.
Tier Two Technical Support Representative
Alorica (Sprint Cell Phones)
04.2005 - 12.2005
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coached employees through day-to-day work and complex problems.
- Developed and implemented procedures for responding to customer inquiries and implementing first call resolution.
- Participated in regular product training sessions to stay current on updates and enhancements.
Tier 1 Technical Support Representative
Alorica (Sprint Cell Phones
07.2004 - 04.2005
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Entered Data to the customers account.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
- Assisted in creating a knowledge base of common issues and resolutions for use within the support team.
Dog Groomer
Doggie's Day Out
04.1996 - 12.2003
- Enhanced customer satisfaction by providing high-quality grooming services tailored to individual pet needs.
- Increased client retention through effective communication and understanding of pet owner preferences.
- Maintained a clean, safe, and hygienic work environment for optimal pet care and customer satisfaction.
- Developed strong relationships with clients, fostering trust in the quality and consistency of grooming services provided.
Dog Bather
Doggie's Day Out
03.1985 - 02.1994
- Enhanced customer satisfaction by providing gentle and thorough dog bathing services.
- Maintained a clean and organized workspace for efficient grooming operations.
- Assisted groomers with prepping dogs for haircuts, resulting in streamlined appointments.
- Safely handled various breeds of dogs, ensuring their comfort throughout the bathing process.
- Contributed to a positive team environment by assisting coworkers with tasks as needed.
- Successfully calmed anxious pets during the bathing process using proven soothing techniques.
- Welcomed customers upon arrival and ushered pets to holding kennels or group play areas.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
Waitress
Waffle House
11.1988 - 09.1989
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Streamlined order processing for increased efficiency through clear communication with kitchen staff.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
Education
Certificate - Administrative Assistant
Career Point Business School
Tulsa Ok1996
Skills
- Schedule Coordination
- Virtualization Technologies
- Telephone support
- CRM Software
- Remote Support
- Security Protocols
- Application support
- Mobile Device Support
- Customer Service
- Technical Troubleshooting
- Call Management
- Interpersonal Skills
- Written Communications
- Problem-solving abilities
- Adaptability and Flexibility
- Bookkeeping - Bill Pay
- Payroll Processing
Timeline
Product Support Specialist
Myself Contract Labor Arise (TurboTax)
01.2024 - Current
Customer Service
Myself Contract Labor Arise (Modivecare)
04.2023 - 03.2024
Product Support Representative
Self Contract Labor Arise ( Quickbooks)'
04.2023 - 12.2023
Product Support Specialist
Myself Contract Labor Arise (TurboTax)
01.2023 - 04.2023
Owner / Dog Groomer
Doggie's Day Out
05.2015 - 06.2021
Manager / Dog Groomer
Doggie's Day Out
01.2006 - 05.2015
Tier Two Technical Support Representative
Alorica (Sprint Cell Phones)
04.2005 - 12.2005
Tier 1 Technical Support Representative
Alorica (Sprint Cell Phones
07.2004 - 04.2005
Dog Groomer
Doggie's Day Out
04.1996 - 12.2003
Waitress
Waffle House
11.1988 - 09.1989
Dog Bather
Doggie's Day Out
03.1985 - 02.1994
Certificate - Administrative Assistant
Career Point Business School
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