Rachel Wright
Tucson,AZ
Summary
Efficient Customer service professional with demonstrated success in technical support. Well-versed in remote troubleshooting and repair. Excellent communication and organizational abilities with hardworking and detail-oriented nature.
Overview
9
9
years of professional experience
Work History
Microsoft 365 Tech Support Engineer
Mural Consulting
05.2022 - Current
- Managed 6-7 tickets daily to assist Administrators with their Microsoft 365 Products.
- Collaborated on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues
- Solved highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty
- Responsible for efficiently managing relationships with these customers and thoroughly documenting their cases.
- Promoted use of Microsoft OneNote and SharePoint for documentation management
- Demonstrated operational knowledge of Microsoft Office programs such as Excel, PowerPoint, and Outlook
- Used Microsoft Outlook, Word, Excel, and PowerPoint software applications
- Helped customers navigate complex Microsoft licensing scenarios
Team Leader
Kelly Services
08.2020 - 04.2022
- Led team of 20-25 Tier 1 MSS+ Pro advisors
- Evaluated staff performance and provided coaching to address inefficiencies
- Held weekly team meetings to inform team members of company news and updates
- Supervised team members to confirm compliance with set procedures and quality requirements
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Conducted regular reviews of operations and identified areas for improvement
- Developed effective improvement plans in alignment with goals and specifications.
Quality Assurance Analyst
Kelly Services
08.2019 - 08.2020
- Supported company in maintaining a positive work environment focused on quality control
- Mentored and coached team members on Quality topics and strategies
- Coached up to one hundred advisors monthly to improve their call quality.
Apple Technical Support Advisor: iOS and Mac
Kelly Services
01.2017 - 08.2019
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions
- Managed call flow to respond to the technical support needs of customers
- Diagnosed and troubleshot hardware, software, and network issues
- Resolved service and technical problems for customers by asking clear and specific questions
- Used internal ticketing systems to manage, track, and process actions taken on customer accounts, passwords, and product support resolutions.
Online Sales Associate
Kelly Services
06.2015 - 10.2016
- Assisted customers in making decisions to purchase Apple Products from Apple Website
- Managed 80-100 calls daily.
- Met sales goals by 150%.
- Maintained excellent rapport with customers and provided exceptional support while remaining valuable to company.
- Displayed courtesy and strong people skills in all customer interactions
- Remained professional and patient while assisting customers with their purchasing decisions.
- Responded to customer issues and resolved complaints by leveraging expert knowledge
Education
High school diploma -
High Point Central High School
Sussex, NJ05.1988
Skills
- Proficiency in Microsoft 365 products
- Proficiency in Apple Products
- Product Knowledge
- Call Management
- Upselling and cross-selling
- Technical Support
- Call Quality Analyst
- Employee Coaching
- Team Leadership
Timeline
Microsoft 365 Tech Support Engineer
Mural Consulting
05.2022 - Current
Team Leader
Kelly Services
08.2020 - 04.2022
Quality Assurance Analyst
Kelly Services
08.2019 - 08.2020
Apple Technical Support Advisor: iOS and Mac
Kelly Services
01.2017 - 08.2019
Online Sales Associate
Kelly Services
06.2015 - 10.2016
High school diploma -
High Point Central High School
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