Summary
Overview
Work History
Education
Skills
Timeline
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Sarah Arroyo

Salt Lake City,UT

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

3
3
years of professional experience

Work History

Tier 2 Support Specialist

Tesla
05.2021 - Current
  • Proficiently resolved non-urgent technical escalations, encompassing firmware troubleshooting and media permissions, resulting in the lowest ticket queue levels achieved in three years
  • Effectively diagnosed and resolved non-drivable Vehicle Off-Road Concerns, reducing costly tows by addressing issues remotely
  • Spearheaded the development of a Standard Operating Procedure for Incident Claim Reporting, optimizing processes and enhancing the quality of escalations for Service Engineering
  • Revamped knowledge articles for Technical Escalations and Incident Claims and created comprehensive training materials for these subjects
  • Continuously provided ongoing education to Tesla Roadside, Tesla Vehicle Support, Tier 2, and Tesla Support Supervisors on Incident Claim processes through team engagement and feedback
  • Trained additional Tier 2 team members to excel in specialized ATS roles and handle high-level technical escalations.

Advanced Tesla Support Assistant

Tesla
12.2020 - 05.2021
  • Initiated support in diversion work and swiftly transitioned to handling more complex escalations within weeks, contributing to a significant reduction in the ATS case queue.

Support Specialist

Tesla
07.2020 - 12.2020
  • Offered dedicated account and vehicle support to customers by reviewing and assessing concerns, providing troubleshooting assistance, remote diagnostics, and guidance on self-service options.

Education

High School Diploma -

EDUCATIONJenks High School
Jenks, OK

Skills

  • Attention to detail
  • Strong time management as well as organizational skills
  • Self-Motivated
  • Excellent interpersonal skills
  • Technical Support and Assistance
  • Team Support

Timeline

Tier 2 Support Specialist

Tesla
05.2021 - Current

Advanced Tesla Support Assistant

Tesla
12.2020 - 05.2021

Support Specialist

Tesla
07.2020 - 12.2020

High School Diploma -

EDUCATIONJenks High School

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Sarah Arroyo