Rae Weber
Maryville,TN
Summary
I am an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and emotional intelligence training. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to to streamlining operations to decrease costs and promote organizational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Support Group Lead
Allevia Technology
06.2022 - Current
- Implemented a learning management system by collaborating with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Organized and developed weekly training sessions establishing a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Created in-depth training material for all new technical employees.
- Developed a collaborative work environment through open communication and regular team meetings, enhancing overall group performance.
- Conducted regular performance evaluations and provided constructive feedback to team members, contributing to professional growth and development.
- Assisted in the development of the company's customer support division during an internal growth of 200%.
- Enhanced employee onboarding experience by streamlining the orientation process and creating informative materials for new hires.
- Provided remote technical support to end-users, walking individuals through basic troubleshooting tasks, resolving issues quickly without requiring onsite visits whenever possible.
- Diagnosed and troubleshot hardware, software and network issues.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
- Progressed to a Leadership Role from an Intake Technician Position
Front of House
Battle And Brew Gaming Bar
10.2018 - 08.2020
- Assisted in daily networking and updating for over 70 Operating Systems.
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Front of House Manager/Bar Manager
Freshcraft
05.2017 - 05.2018
- Conducted weekly sales meetings with team members to establish merchandising, sales and profit objectives.
- Investigated and addressed POS system issues to enhance usability and improve functionality.
- Supervised daily office activities, including receiving and sorting orders, responding to and directing calls and typing business letters and documents.
Education
Associate of Arts -
Lincoln Land Community College
Springfield, ILHigh School Diploma -
Rochester High School
Rochester, ILSkills
- Comprehensive leadership experience based in Emotional Intelligence and communication
- Strong organization skills with exceptional attention to detail
- Able to listen to customer's needs and balance customer satisfaction with company policies in a timely and efficient manner
- Previous experience with workstation server, VoIP and network troubleshooting
- Familiar with Windows 10, Windows 11, Server 2019, Mac OS, and Mac iOS
- Proficient with IT Glue, Connectwise, Ninja RMM, Addigy, Ubiquiti, Pax8 Microsoft 365 Admin, and GoTo
References
- Attached Letter of Recommendation from Allevia Technology's Customer Support Division Leader
- Additional references available upon request
Timeline
Customer Support Group Lead
Allevia Technology
06.2022 - Current
Front of House
Battle And Brew Gaming Bar
10.2018 - 08.2020
Front of House Manager/Bar Manager
Freshcraft
05.2017 - 05.2018
Associate of Arts -
Lincoln Land Community College
High School Diploma -
Rochester High School
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