Akeya Kimbrough
Columbus,GA
Summary
Accomplished Technical Support Specialist with a proven track record at Apple, adept in enhancing customer satisfaction through expert remote support and technical troubleshooting. Leveraged clear communication and deep software knowledge to significantly improve first-call resolution rates. Known for exceptional adaptability and a commitment to continuous learning and performance excellence.
Overview
2
2
years of professional experience
Work History
Tier 1 Technical Support Advisor
Apple
05.2023 - 01.2025
- Collaborated with team members to share best practices and improve overall service quality.
- Participated in ongoing training sessions to stay updated on new technologies, products, and troubleshooting techniques.
- Delivered exceptional service under pressure during peak periods or system outages, maintaining professionalism at all times.
- Developed strong relationships with internal teams such as sales, development, or billing departments which led to efficient cross-functional collaboration.
- Educated customers on product features and functionalities, empowering them with the knowledge needed for self-support when possible.
- Improved first call resolution rates by actively listening to customer concerns and troubleshooting effectively.
Technical Support Representative
Intuit Turbo Tax
01.2023 - 04.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Education
High School Diploma -
Russell County High School
Alabama 05-2022
Skills
- Clear communication
- Remote support
- Ticket management
- Network connectivity
- Software knowledge
- Customer service
- Active listening
- Technical troubleshooting
- Performance testing
- Time management
- Multitasking
- Adaptability and flexibility
Languages
English
Full Professional
Timeline
Tier 1 Technical Support Advisor
Apple
05.2023 - 01.2025
Technical Support Representative
Intuit Turbo Tax
01.2023 - 04.2023
High School Diploma -
Russell County High School
Similar Profiles
SORHEE PARKSORHEE PARK
Specialist at AppleSpecialist at Apple
Srinivas BikkiSrinivas Bikki
Software Developer at AppleSoftware Developer at Apple
Jason LouisJason Louis
Specialist at AppleSpecialist at Apple