Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rebecca Pease

Ft. Pierce

Summary

Dynamic Technical Support Representative with a proven track record at Apple, excelling in technical troubleshooting and customer service. Expert in resolving complex issues and enhancing user experience through effective communication and active listening. Consistently achieved high customer satisfaction ratings while streamlining support processes and improving team collaboration.

Overview

3
3
years of professional experience

Work History

Technical Support Representative

Apple
02.2023 - 04.2024
  • Provided exceptional front-line technical support via phone, chat, and email, resolving hardware, software, and account-related issues for Apple devices and services.
  • Diagnosed and troubleshot issues with iOS, macOS, iCloud, Apple ID, and third-party applications, guiding users through step-by-step solutions.
  • Assisted customers with device setup, data transfers, backups, and software updates to ensure optimal performance.
  • Educated users on Apple ecosystem features, best practices, and security settings to enhance their experience and reduce future issues.
  • Maintained accurate records of customer interactions and solutions in internal CRM systems.
  • Diagnosed software and hardware problems using troubleshooting tools and customer information.
  • Consistently met or exceeded performance metrics, including first-contact resolution, CSAT, and response time.
  • Collaborated with team members to share knowledge, improve troubleshooting workflows, and contribute to internal support documentation.

Receptionist/Customer Support Specialist

Elite Custom Trim and Cabinetry
04.2021 - 05.2023
  • Managed front desk operations, greeting visitors and answering multi-line phone systems.
  • Scheduled appointments and maintained calendars for office staff to optimize workflow.
  • Processed incoming and outgoing mail, ensuring timely communication with clients and vendors.
  • Handled customer inquiries efficiently, providing accurate information about services offered.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Resolved customer problems and complaints.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Utilized CRM software to track support requests and enhance customer satisfaction.

Education

High School Diploma -

Winter Park High School
Winter Park, FL

Associate of Arts - Medical Assistant

Orlando Technical Institute
Winter Park, FL

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Customer service expert
  • Issue troubleshooting
  • Active listening
  • Software installation
  • Data recovery
  • Complaint resolution
  • Verbal and written communication
  • Data entry

Timeline

Technical Support Representative

Apple
02.2023 - 04.2024

Receptionist/Customer Support Specialist

Elite Custom Trim and Cabinetry
04.2021 - 05.2023

High School Diploma -

Winter Park High School

Associate of Arts - Medical Assistant

Orlando Technical Institute

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Rebecca Pease