Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Wilkerson

Enterprise,AL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the sales and technical support industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Provides comprehensive customer and technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

4
4
years of professional experience

Work History

Technical Support Specialist

Apple
08.2021 - Current
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Resolved 50+ technical support inquiries per day.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Responded promptly to incoming sales leads and requests for technical support.

Inbound Sales Representatives

Concentrix
05.2020 - 08.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Created and maintained detailed database to develop promotional sales.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Documented details of calls and customer interactions.

Education

High School Diploma -

Enterprise Preparatory Academy
Enterprise
05.2013

Skills

  • Bug Fixes
  • Corrective Actions
  • Troubleshooting and Diagnosing
  • Support End-Users
  • Sales Quota Achievement
  • Merchandise Orders and Exchanges
  • Customer Data Confidentiality
  • Closing Abilities
  • Complex Product Knowledge
  • High-Volume Call Centers
  • Strong Computational Skills
  • High-Energy Sales Tactics
  • Tech Support

Timeline

Technical Support Specialist

Apple
08.2021 - Current

Inbound Sales Representatives

Concentrix
05.2020 - 08.2021

High School Diploma -

Enterprise Preparatory Academy

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Rachel Wilkerson