Noreen Kiesla
Customer Care Specialist 3
Palm Coast,FL
Summary
Interested in a position where creativity and research abilities can be utilized. A highly-motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Geek Squad
The BRIDGE
01.2021 - Current
- Ability to toggle between 30+ systems capture data and actively resolve issues simultaneously
- Full working knowledge of SOWs and SOPs
- Previously liaison for helping in creating EDI articles
- Full working knowledge of all Best Buy policies and procedures
- Resolving Kenexa issues thru Kenexa BRIDGE Line
- Responsible for supporting blue shorts with complex situations on phone and in Teams BRIDGE chat.
- Research and resolve issues for PAC/SAS intake forms
- Resolve issues related to Kenexa.
- Currently working on Mr. Clean Project – cleaning up open orders
Universal Workforce Agent
Geek Squad
01.2020 - Current
- Researched and offered solutions to clients that are dealing with more difficult situations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified customer needs and promptly and efficiently found solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Covert Agent Recon
Geek Squad
01.2018 - 01.2020
- Train new agents for Covert and dispatch positions and provide feedback and coaching as needed.
- Create calls for repair service that requires scheduling and ordering parts.
- Sell Geek Squad Protection, Total Tech Support, and anti-virus plans.
- Maintained high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to products and services.
Covert Fulfillment Agent – Remote
Geek Squad
01.2017 - 01.2018
- Provide client support via remote control for established and non-established clients who have been dispatched for repair/troubleshooting issues
- Mentored agents needing to improve metrics
- Providing direction for agents in Teams chat
- Repair/troubleshoot and tune-ups for all software and wireless devices
- Install and configure printers
- Router configurations for smoother/faster reliability
- Properly document all support calls, adhere to quality standards set by Bestbuy, represent professional and ethical manner, maintain high level of customer satisfaction with focus on first call resolution
Education
Diploma - Dog Grooming
Penn Foster
01.2017
MS Office programs specifically for training Dreamweaver Adobe Photoshop Computer Programming, Computer Science -
01.2013
A+ Certification Computer Programming -
Daytona Beach Community College
01.2001
Diploma -
Roberts Walsh Business School
01.1985
Skills
- Problem-Solving
- Content Management System
- Reports and Documentation
- Research and Development
- Project Implementation
- Continuous Improvement
- Project Leadership
- Employee Management
Timeline
Geek Squad
The BRIDGE
01.2021 - Current
Universal Workforce Agent
Geek Squad
01.2020 - Current
Covert Agent Recon
Geek Squad
01.2018 - 01.2020
Covert Fulfillment Agent – Remote
Geek Squad
01.2017 - 01.2018
Diploma - Dog Grooming
Penn Foster
MS Office programs specifically for training Dreamweaver Adobe Photoshop Computer Programming, Computer Science -
A+ Certification Computer Programming -
Daytona Beach Community College
Diploma -
Roberts Walsh Business School
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