Natalie Redic
Sutherland
Austin,TX
1
Certification
8
years of professional experience
Technical Support and Systems Specialist with 4+ years of experience resolving web portal access errors, guiding non-technical users through digital self-service platforms, and managing account administration. Recognized for >90% QA audit scores, high First Call Resolution, and consistent Exceeds Expectations ratings. Actively expanding technical depth through CompTIA Security+, SQL, and AI-assisted workflow optimization.
Operations professional with strong background in streamlining processes and optimizing efficiency. Demonstrates robust focus on team collaboration and consistently meets organizational goals. Adaptable and reliable with skills in project management, data analysis, and problem-solving. Known for clear communication, strategic thinking, and results-driven approach.
Work History
Client Support and Operations Associate
3 Years 2 Months- Serve as the primary point of contact handling 60-70 daily support requests, guiding non-technical users through online portals, account registration, multi-factor authentication, and self-service tools.
- Managed account adjustments, service requests, and work orders in Salesforce and CCS to ensure accurate, timely resolutions that enhanced client satisfaction.
- Consistently achieve >90% Quality Assurance audit scores while maintaining top-tier First Call Resolution (FCR) and Average Handling Time (AHT) metrics under heavy call volume.
- Achieved >90% Quality Assurance audit scores while maintaining top-tier First Call Resolution (FCR) and Average Handling Time (AHT) metrics, contributing to improved customer experience under heavy call volume.
- Achieved Exceeds Expectations performance rating for technical accuracy, operational compliance, and acted as an informal team resource for complex escalations.
- Logged detailed interaction notes, enforced account security procedures, and escalated unresolved platform bugs to tier-two engineering teams with clear diagnostic context to facilitate faster issue resolution.
- Provided support for gas utility program participants.
- Performed duties from a remote location.
Digital Support Specialist and Content Moderator
1 Year 8 Months- Delivered real-time technical support via chat and messaging platforms to assist users with device setup, app configurations, and cellular network provisioning.
- Guided customers through resolving iOS and Android device errors, app login issues, and account access bugs across multiple platforms.
- Maintained case records, updated standard operating procedures for recurring issues, escalated high-risk technical matters to leadership for timely resolution.
- Resolved customer frustrations during service disruptions with calm, empathetic communication, ensuring user satisfaction and loyalty.
- (Cellular Device Program)
- Remote
Customer Service Representative
2 Years- Resolved high-volume customer inquiries and processed account transactions while delivering problem solving in fast-paced retail environments.
- Resolved customer inquiries across returns, exchanges, and order issues with accurate, courteous service.
- Processed POS transactions, refunds, and price adjustments while maintaining checkout accuracy.
- Advised shoppers on product availability, promotions, and store policies to support informed purchasing decisions.
Education
GED
Associate of Arts - Information Technology
Skills
CRM and Support Tools: Salesforce
CCS (Customer Care System)
Customer relationship management
Ticketing platforms
Technical troubleshooting
Data management
Data analysis
Performance metrics
Verbal and written communication
Professional and mature
Certification
SQL Bootcamp Certification: Data Querying, Filtering, and Database Concepts (Completed), CompTIA Security+ SY0-701 (In Progress)
Timeline
Client Support and Operations Associate
Sutherland
08.2023 - CurrentRead More
Digital Support Specialist and Content Moderator
Sutherland
11.2021 - 07.2023Read More
Customer Service Representative
Walmart and Macy's
01.2019 - 01.2021Read More
Houston Community College
GED
Read More
University of Phoenix
Associate of Arts from Information Technology
Read More