Rebecca Wiens
Spring Hill,TN
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I'm also a hardworking employee with multitasking and time management abilities. Devoted to giving every customer a positive experience.
I'm a committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the team. I am motivated to come in and have the view as a student seeking internship in behavioral development. I'm especially excited with areas I'm unfamiliar with and gain hands-on experience
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
Metrc, LLC
Lakeland , FL
01.2017 - Current
- Documented and updated case notes for each customer and work order.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Supported customers with online billing, access and account issues.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Stayed abreast of latest software developments to enhance job knowledge.
- Monitored support activity trends to create problem resolution and solution reports.
Receptionist
William Edge Salon
New Braunfels , TX
08.2015 - 01.2017
- Scheduled and confirmed appointments.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Sorted incoming mail and directed to correct personnel each day.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Scheduled and confirmed appointments and meetings for management team.
- Reported suspicious individuals to supervisor.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Greeted customers, answered general questions and directed to appropriate locations.
- Scheduled appointments and maintained and updated appointment calendars.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Investigated and analyzed client complaints to identify and resolve issues.
Education
High School Diploma -
Renaissance High School
Franklin, TN05.2016
Skills
- Troubleshooting and Diagnosing
- Remote Technical Assistance
- Remote Desktop Services and Support
- Training Materials Development
- Multitasking and Prioritization
- Organizational Skills
- Tracking and Documentation
- Collaborative Team Player
- Customer Service Support
- Attention to Detail
- Resolving Problems and Incidents
- Service Schedule Coordination
- Analytical and Methodical
- Friendly and Patient
- Time Management
- Conflict Resolution
- Active Listening
- Issue Troubleshooting
- Customer Communications
- System Troubleshooting
- User Guidance
- Issue Resolution/Troubleshooting
- Support Ticket Triage
- Customer Support
- Schedule Management
- Strategic Planning
- Remote Technical Support
- Budget Administration
- Research Abilities
- Critical Thinking
- Analytics
- Office Equipment Operations
- Business Correspondence
- Filing And Sorting
- Paperwork Processing
- Data Entry
- Problem-Solving Skills
- Guest Reception
- Account Management
- Customer/Client Relations
- Listening Skills
- Researching Skills
- Payment Processing
- Meeting Arrangements
- Spreadsheet Tracking
- Bookkeeping
- Office Supplies Inventory Management
- Appointment Coordination
- Appointment Setting
- Telephone Systems
- Referral Verification
- Workflow Coordination
- Organization Skills
- Research And Analysis
- Attention To Detail
- Data Analytics
- Research Reporting
- Behavior Monitoring
- Child Observation
Timeline
Technical Support Specialist
Metrc, LLC
01.2017 - Current
Receptionist
William Edge Salon
08.2015 - 01.2017
High School Diploma -
Renaissance High School
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