Summary
Overview
Work History
Education
Skills
Certification
Languages
Tools & Software
Timeline
Generic

Rebecca Felix

Belton,MO

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Support Coordinator (Remote)

CBRE
Belton, MO
01.2023 - Current
  • Create work orders for various clients emergency requests.
  • Promptly dispatch technicians for emergency inquiries involving HVAC, plumbing, etc.
  • Coordinated with internal departments to ensure quality service delivery.
  • Participated in weekly team meetings to discuss progress, challenges and strategies for improvement.
  • Maintained confidentiality of sensitive information obtained during interactions with customers.
  • Monitored customer satisfaction levels through surveys and follow-up calls.
  • Maintained an up-to-date knowledge of company products and services.
  • Provided excellent customer service by responding promptly to inquiries and resolving customer complaints in a timely manner.
  • Analyzed call logs to identify trends in customer inquiries or complaints.
  • Provided timely responses to customer emails and phone calls.
  • Elevated customer satisfaction ratings by troubleshooting and resolving issues efficiently.

IT Support Specialist (Contract, Remote)

Insight Global
Kansas City, MO
10.2022 - 04.2024
  • As an IT Support Specialist at Insight Global, provided comprehensive technical support to internal users, ensuring optimal system functionality and user satisfaction.
  • Managed a variety of technical issues including software
    installation, network troubleshooting, and hardware maintenance.
  • Collaborated closely with cross-functional teams to facilitate smooth IT operations, consistently meeting performance metrics.
  • Delivered exceptional customer service by responding promptly to service requests, effectively diagnosing problems, and implementing
    timely solutions.
  • Played a key role in system upgrades and migrations, contributing to enhanced performance and security.
  • Maintained detailed documentation of processes and user interactions to support continuous improvement efforts.
  • Acted as a liaison between technical teams and non-technical users, translating complex technical concepts into understandable terms.
  • Demonstrated a commitment to staying abreast of the latest technology trends and best practices in IT support.
  • Created user accounts and configured settings in Active Directory.
  • Diagnosed system malfunctions and provided troubleshooting assistance.
  • Installed software applications as requested by customers.
  • Responded promptly to service requests from staff members.
  • Provided technical support to clients via phone, email, and remote access.
  • Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
  • Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
  • Tackled troubleshooting and problem resolution to support end-user technical issues.
  • Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
  • Delivered remote Tier 1 IT support for hardware and software to company personnel.

Network Technical Support (Remote)

Blink Charging
Tempe, AZ
11.2020 - 09.2022
  • Resolved customer inquiries and technical issues with electric vehicle charging stations, ensuring customer
    satisfaction through efficient problem-solving and communication.
    • Coordinated order processing and monitored shipping, ensuring effective communication between technicians
    and customers to streamline delivery processes.
    • Translated complex technical information into accessible language, enhancing customer understanding and enabling effective use of charging station technology.
    • Assessed and recommended improvements for system hardware and software to optimize performance within
    regulatory compliance standards.
  • Configured routers, switches, firewalls, and other network devices.
  • Provided technical support to customers in setting up, configuring, and troubleshooting their network connections.
  • Monitored customer networks for any performance or security issues.
  • Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.

Assistant General Manager

Taco Bell
Independence, MO
10.2018 - 10.2020
  • Ensured that customer service standards were met or exceeded at all times.
  • Analyzed sales data to identify trends and opportunities for growth.
  • Prepared weekly schedules for staff members based on their availability.
  • Implemented safety protocols to protect both customers and employees from potential hazards.
  • Monitored inventory levels and placed orders for new stock as needed.
  • Assisted in the recruitment process by conducting interviews with prospective candidates.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Evaluated current processes within the store environment to identify areas of improvement.
  • Provided training, guidance, and support to staff members on proper procedures and policies.

Education

High School Diploma -

Grand College L'Humanisme
Port-au-Prince, Haiti
06-2014

Skills

  • Software troubleshooting
  • Reporting and analysis
  • Complaint Handling
  • Schedule Management
  • Staff Scheduling
  • Account Updates
  • Client Relationship Building
  • Handling Complaints
  • Interpersonal Communication
  • Interpersonal Skills
  • Policy Implementation
  • Phone and Email Etiquette
  • Problem-Solving
  • Quality Assurance
  • Cross-Functional Collaboration
  • Report Writing
  • Problem-solving abilities
  • Problem-solving aptitude
  • Continuous Improvement
  • Professionalism
  • SLA management
  • Sales proficiency

Certification

  • CISSP certified
  • CompTIA Security+, In-view

Languages

English
Full Professional
French
Professional
Haitian Creole
Native/ Bilingual

Tools & Software

  • VMware
  • CyberArk
  • ServiceNow
  • CRM
  • Zendesk
  • Salesforce
  • BeyondTrust
  • O365
  • Active Directory
  • AWS
  • Citrix

Timeline

Customer Support Coordinator (Remote)

CBRE
01.2023 - Current

IT Support Specialist (Contract, Remote)

Insight Global
10.2022 - 04.2024

Network Technical Support (Remote)

Blink Charging
11.2020 - 09.2022

Assistant General Manager

Taco Bell
10.2018 - 10.2020

High School Diploma -

Grand College L'Humanisme

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Rebecca Felix