ROSE M ANCELARD-GILMORE
Frisco,TX
Summary
A seasoned professional with over 25 years of experience in customer service, technical troubleshooting, and project management. Demonstrates proficiency in root cause analysis, evaluations, and technical support. Known for exceptional communication and interpersonal skills. A leader of integrity and professionalism, adept at training and onboarding new employees. Skilled in fostering trust and cohesion within teams.
Overview
25
25
years of professional experience
Work History
Remote Technical Support Representative III
LEGRAND- BCS
06.2022 - Current
- Provide technical support and problem resolution via telephone, email, and MS Teams
- Perform remote troubleshooting and site management
- Communicate relevant information to Field Support and Engineering teams
- Document troubleshooting activities consistently and clearly
- Participate in testing of future LMCS releases
- Assist with various projects as needed
- Teach industry-related training classes (AIA Certified)
- Monitor DLM shades at the RTX location
- Develop training for DLM Shading
- Participate in Elle and the Black Professional Network.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Technical Support Representative II
LEGRAND- BCS
06.2019 - 06.2022
- Provide technical support and problem resolution via telephone, email, and MS Teams
- Write monthly technical knowledge articles
- Communicate relevant information to Field Support and Engineering teams
- Document troubleshooting activities consistently and clearly
- Respond to questions posted on our website via BazaarVoice
- Train and assist team members as needed
- Test and troubleshoot products and software platforms.
Technical Support Analyst
SENECA RESOURCES
11.2018 - 06.2019
- Provide customer service support and problem resolutions
- Perform testing and troubleshooting on products and software platforms.
Technical Support Specialist
MIELE USA
09.2006 - 04.2018
- Serve as a subject matter expert for Miele domestic and commercial products
- Provide customer service support and problem resolutions
- Create service initiative processes for national use
- Handle escalations from unresolved work orders
- Manage testing and troubleshooting of new products and hardware platforms
- Consistently exceed monthly call volume metrics
- Earn Service Excellence Award for superior service.
Senior Technical Support Representative
NORITSU AMERICA CORPORATION
08.1998 - 09.2006
- Support field technicians with product optimization for customer use
- Addressed performance issues for products and implemented recovery procedures based on proprietary research
- Trained and onboarded 50% of new Technical Support employees including orientation to company policies, procedures, and best practices
- Evaluated priority of technical support requests through decision tree
- Defined process deficiencies and developed plans to improve performance. Process improvement resulted in increased customer service ratings and more efficient resolution time
Education
Electronics -
CERRITOS COLLEGE
Cerritos, CA01.1999
Communications -
PURDUE UNIVERSITY
West Lafayette, IN01.1987
Skills
- Analytical thinking, decision making, and problem-solving
- Technical writing
- Interpersonal communication and telephone etiquette
- Team leadership
- Project management
- Employee training and development
- Decision making and negotiation
- Procedural improvements
- Multitasking
- Technical Troubleshooting
Timeline
Remote Technical Support Representative III
LEGRAND- BCS
06.2022 - Current
Technical Support Representative II
LEGRAND- BCS
06.2019 - 06.2022
Technical Support Analyst
SENECA RESOURCES
11.2018 - 06.2019
Technical Support Specialist
MIELE USA
09.2006 - 04.2018
Senior Technical Support Representative
NORITSU AMERICA CORPORATION
08.1998 - 09.2006
Electronics -
CERRITOS COLLEGE
Communications -
PURDUE UNIVERSITY
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