Rachel Da Graca
Chantilly,VA
Summary
Aspiring IT Support professional with 6+ years of experience inluding technical and customer support, incident management, and escalation experience. Skilled in troubleshooting, documentation, Microsoft 365, and service request management. Currently building IT knowledge through Tech Fundamentals training while pursuing a transition into IT Help Desk, Service Desk, and IT Support roles.
Overview
8
8
years of professional experience
Work History
Operations Senior Coordinator
Capital One
Richmond, Virginia
08.2025 - Current
- Investigate and resolve escalated customer cases while ensuring accurate documentation in internal systems.
- Research account information and collaborate with multiple departments to deliver timely resolutions.
- Maintain detailed records of customer interactions, actions taken, and case outcomes.
- Prioritize tasks and manage workloads while meeting established service expectations and deadlines.
- Identify trends and recommend process improvements to enhance the customer experience.
Team Manager
Quantrics Enterprises
Bell, Canada
05.2021 - 03.2024
- Led and coached a team of 13–15 customer service representatives in a high-volume contact center environment.
- Monitored team performance to ensure adherence to quality standards, service level expectations, and company procedures.
- Assisted with escalated customer issues and collaborated with support teams to provide timely resolutions.
- Conducted training sessions and provided ongoing feedback to improve performance and customer satisfaction.
- Participated in process improvement initiatives and implemented changes to enhance team efficiency.
Tech Support
Inspiro Relia
Dish Network, USA
06.2018 - 04.2021
- Diagnosed and resolved account, billing, and service-related issues to provide effective technical support.
- Guided users through troubleshooting steps and clarified technical concepts for better understanding.
- Worked within performance metrics while maintaining high customer satisfaction scores.
- Documented customer interactions and resolutions accurately within CRM systems.
- Escalated unresolved issues to specialized teams while ensuring continuity of customer experience.
Education
Career Certificate Program - Human Resource Specialist
The Medical Institute of Kentucky
Lexington11-2025
Course - Ongoing - Tech Fundamentals
Cantrill.io
Online06-2026
Skills
- Incident & Case Management
- Service Request Management
- Operational Efficiency
- Ticket tracking
- CRM Systems
- Process Improvement
- Microsoft Office 365
- Problem solving
- Team leadership
- Active Listening
Timeline
Operations Senior Coordinator
Capital One
08.2025 - Current
Team Manager
Quantrics Enterprises
05.2021 - 03.2024
Tech Support
Inspiro Relia
06.2018 - 04.2021
Career Certificate Program - Human Resource Specialist
The Medical Institute of Kentucky
Course - Ongoing - Tech Fundamentals
Cantrill.io