Rachele Childress
Scranton,Kansas
Summary
Astute product support with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
17
17
years of professional experience
Work History
Product Support Specialist
Garmin International
11.2007 - 04.2023
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results taking over 30 calls per day.
Customer Service Specialist
Citibank
10.2006 - 11.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns with over 100 calls per day.
Education
High School Diploma -
Tawas Area High School
Tawas City, MISkills
- Defect Analysis and Resolution
- Diagnose Faults
- System Performance Assessments
- Feature Activation
- Collaborative Team Player
- Tracking and Documentation
- Customer Communication and Empathy
- Resolve Technical Problems
- Microsoft Windows and Office
- Call Center Technical Support
Timeline
Product Support Specialist
Garmin International
11.2007 - 04.2023
Customer Service Specialist
Citibank
10.2006 - 11.2007
High School Diploma -
Tawas Area High School