Sharay Moore
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Technical support/ IT entry level support . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Technical Support/Customer Experience Representative
Edist
Atlanta, GA/ Remote
06.2023 - 06.2024
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Installed and configured server and workstation hardware, OS and custom applications.
- Trained in-house users on advanced functionality of MS Word and Excel.
- Provided expert support for Microsoft applications, resolving technical issues quickly and efficiently.
- Installed technical hardware and software in deskside support environment.
- Completed repairs and new installations to correct issues and upgrade systems.
SENIOR MAC+ CHAT TECHNICAL ADVISOR
Apple Inc.
Conyers, Georgia
03.2014 - 09.2022
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Collected and analyzed customer information to prepare product or service reports.
Education
Associate of Business Administration -
GEORGIA PERIMETER COLLEGE
Skills
Excel Shortcuts
Microsoft Excel expertise
Call center experience
CRM Software
Chat and email support experience
Retention
Sales
Microsoft
Slack, CRM, Zendesk
Problem- Solving
Computer Literacy
Communication
Zoho Help desk
Microsoft Excel
Timeline
Technical Support/Customer Experience Representative
Edist
06.2023 - 06.2024
SENIOR MAC+ CHAT TECHNICAL ADVISOR
Apple Inc.
03.2014 - 09.2022
Associate of Business Administration -
GEORGIA PERIMETER COLLEGE