Steffany Kitamura
American Fork,United States
Summary
Seasoned Specialist with 5-year background in technical support and customer service. Progressive experience marked by continuous contributions above and beyond requirements. Career achievements in large-scale software deployment. significant company ROI, and customer/team success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Desk Associate
Here Technologies
11.2021 - Current
- Soul investigator of customer account escalations.
- Effectively oversaw and managed escalated cases, providing technical solutions for both the customer and company.
- Managed customer accounts using CRM tools such as Salesforce.
- Prepared and presented weekly reports for the VP and Executive teams, enabling critical data for company growth.
- Provided training and onboarding for new Business Desk assistants.
- Enhanced team collaboration with regular communication and updates on shared projects.
- Maintained multiple systems for easy access to important documents and records.
- Facilitated effective communication among team members.
- Proficient use of Teams, Jira and Microsoft Office.
Customer Support Specialist
Here Technologies
08.2018 - 11.2021
- Subject matter expert for company critical products and services, providing high-level support to both customers and fellow team members.
- Implemented effective troubleshooting techniques to resolve a diverse range of issues across multiple systems and applications.
- Installed critical updates to various customer systems.
- Demonstrated excellent multitasking abilities by managing multiple inbound calls and emails while maintaining excellent attention to detail.
- Handled escalated support cases by successfully solving problems, defusing tension, and maintaining customer relations.
- Utilized CRM systems effectively to track customer interactions, access account information, and provide detailed documentation.
- Delivered exceptional customer service by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Assisted in the development of company knowledge base, FAQs, and other self-help resources for agents.
Stay At Home Mom
Stay At Home Mom
08.2015 - 08.2018
Service Manager
Burger King
06.2012 - 08.2015
- Successfully managed team of 10+ workers.
- Maintained corporate policies and procedures while providing a healthy and enjoyable work environment.
- Improved customer satisfaction company cost by implementing new food preparation processes.
Team Member
Burger King
05.2009 - 06.2012
- Exceeded customer expectations through swift response times and excellent service.
- Streamlined order processing with accurate cash handling and prompt communication with kitchen staff.
- Performed serving, cleaning and stocking to high standards.
Education
GED -
Stevens-Henager College-Orem
Orem, United States10.2005
Skills
- Business Communications
- Business Operations
- Data Entry
- Jira
- Microsoft Office
- Multitasking
- Originations
- Problem Solving
- Salesforce
- ServiceNow
- Team Collaboration
- Troubleshooting
Certification
Currently enrolled in the following TestOut.CompTIA Information Techknowledgy courses and will be certified shortly.
- TestOut IT Fundamentals Pro
- TestOut PC Pro
- TestOut Network Pro
- TestOut Security Pro
Timeline
Business Desk Associate
Here Technologies
11.2021 - Current
Customer Support Specialist
Here Technologies
08.2018 - 11.2021
Stay At Home Mom
Stay At Home Mom
08.2015 - 08.2018
Service Manager
Burger King
06.2012 - 08.2015
Team Member
Burger King
05.2009 - 06.2012
GED -
Stevens-Henager College-Orem
Currently enrolled in the following TestOut.CompTIA Information Techknowledgy courses and will be certified shortly.
- TestOut IT Fundamentals Pro
- TestOut PC Pro
- TestOut Network Pro
- TestOut Security Pro
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