Susan Kathleen King
Massillon
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
22
22
years of professional experience
Work History
Technical Support Specialist Tier 2
Kroger Company
07.2023 - Current
- Providing outstanding technical and customer support for over 2700 stores across the United States
- Providing Coaching and Mentoring to the Tier 1 Analysts
- Monitoring various teams channels for Outages or Trends and taking action to report and escalate
- When Outages are identified, provide assistance and make everyone is notified
- Working Back Office Tickets on down time
- Answering questions from Division Level Management and assisting them when they are requesting tickets
- Work with Vendors and 3rd parties in Teams Chats to address their questions and needs
- Working with Distribution Centers and Manufacturing Plants to identify problems so they can escalated to the corrects teams for minimal downtime.
- Working over-the-phone providing assistance to onsite Technicians who are installing, replacing and troubleshooting equipment.
- The types of equipment include POS equipment, computers, networking, phones, alarms, energy, cameras and many other systems needed for a store to function.
- Being available to perform all the duties expected of a Tier 1 employee
- Documenting each interaction in detail in the ticketing system
- Following required documentation for all processes
- Kroger Support Center(KSC) - Remote
Technology Support Center Analyst Tier 1
Kroger Company
11.2017 - 07.2023
- Provide technical support for Front End Systems of Kroger for Front End Tier 1
- Support for Frontend systems include Registers, Self Check Out lanes, Fuel Centers, Pickup(aka: Clicklist), Veribalance, Jewelry and related systems
- Able to use and understand proprietary systems of Kroger
- Actively listening along with asking probing questions in order to provide the best solution for callers
- Consistent Quality on calls to ensure the best possible outcome of the caller
- Adapted to changes in the department and expectations of the role
- Transitioned to Working From Home with ease
- Worked through the challenges the pandemic brought while providing quality service
- Engaging Vendors, Technicians, Tier 2 and other departments when needed for solutions
- Understanding procedures and trends so systems are down for minimum amount of time
- Utilizing Teams Chat well as communicating questions, answers and trending issues
- Documenting each interaction in detail in the ticketing system
- General Unlocking accounts and resetting passwords
- Kroger Support Center(KSC) - in office and remote
Customer Service Ambassador
Kroger Company
11.2014 - 11.2017
- Provide customer service for Kroger Customer
- Problem solving(provide support for problems over the phone and email)
- Helping other representatives with calls
- Provide empathy and support by actively listening customer concerns
- Appropriately report customer complaints on products
- Provide answers to questions on Kroger brand products
- Research by utilizing knowledge of product owners, Kroger documentation and authorized web sites
- Providing credits and adjustments for concerns on products
- Promote Kroger brand products and services
- Kroger Customer Connect(KCC)
Customer Support
Adecco USA
07.2012 - 11.2014
- Customer support for legal services including: Class Action Lawsuits, Bankruptcies and Data Breaches
- Provide customer service for multiple accounts and clients of Epiq Systems Inc.
Document Verification Specialist
Adecco USA
04.2012 - 06.2012
- Detail oriented verification of legal documents of Epiq Systems Inc.
- Provide timely updates and reports of work progress
- Understand and implement updates to document verification
Customer Service Representative
Vesta Corporation
10.2009 - 03.2012
- Provide customer service of customers of various contracts
- Assure proper and professional processing of payments
- Use and understand the systems of Vesta Corp.
Business Support Associate
Voicecurve
09.2007 - 06.2009
- Provide message taking services for Clients
- Provide professional customer service for Customers
- Use and implement the scripts provided by Clients
Senior Customer Care Representative
Affiliated Computer Service(ACS)
11.2003 - 09.2007
- Provide customers service for Boost Mobile Phone Customers
- Problem solving(provide support for problems with phones)
Education
High School -
Washington High School
Massillon, OHAssociate Degree - undefined
Stark Technical College
Skills
- Customer Service
- Customer Support
- Product Support
- Problem Solving
- Judgment
- Listening Skills
- Communication Skills
- Conflict Resolution
- Adaptability
- Multitasking
- Organization
- Time Management
- Computer Skills
- Technology Adaptation
- Issue Documentation
- Following Directions
Timeline
Technical Support Specialist Tier 2
Kroger Company
07.2023 - Current
Technology Support Center Analyst Tier 1
Kroger Company
11.2017 - 07.2023
Customer Service Ambassador
Kroger Company
11.2014 - 11.2017
Customer Support
Adecco USA
07.2012 - 11.2014
Document Verification Specialist
Adecco USA
04.2012 - 06.2012
Customer Service Representative
Vesta Corporation
10.2009 - 03.2012
Business Support Associate
Voicecurve
09.2007 - 06.2009
Senior Customer Care Representative
Affiliated Computer Service(ACS)
11.2003 - 09.2007
Associate Degree - undefined
Stark Technical College
High School -
Washington High School