Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tyler Elmore

Boise,ID

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience

Work History

SEO Outreach Coordinator

Page One Power
05.2019 - 06.2023
  • Analyzed trends and data to inform decision-making and program development.
  • Researched best practices and developed strategies to improve program outcomes.
  • Conducted outreach to qualified, pre-targeted, websites and companies with similar missions or products to our specific clients.
  • Maintained consistent communication with all targets in timely manner.
  • Built links and traffic to our client's webpage or blog through backlinks and targeted site finding.
  • Reported broken links to clients/targets and provided resolution.

Indigo Front Office Admin

Hewlett Packard, HP
11.2017 - 05.2019
  • Responded to inbound case-creation requests through email and inbound calls.
  • Routed business correspondence, documents, and messages to correct departments and staff members.
  • Answered multi-line phone system, routing calls, email inboxes, and routed cases to correct technical teams.
  • Created new customer self-serve accounts for placing orders and case creation.
  • Created cases for engineers on software and hardware repair teams.
  • Managed daily case log for hardware and software teams.
  • Created state-required emissions reports for customers.
  • Placed product, hardware, and supply orders for customers.

Technical Support Team Supervisor/New Hire Coach

Verizon Wireless/Xerox/Conduent
01.2014 - 10.2017
  • Assisted with updating technical support best practices for use by team.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Researched product and issue resolution tactics to address customer concerns.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Managed team of (9-13) technical support agents.
  • Created coaching plans and programs for agents to help them improve specific call metrics and customer ratings.
  • Managed overall team metrics and call volume.
  • Took over escalated customer calls to work through difficult issues and provide a fair resolution that the customer would approve of.
  • Performed weekly reports of any failed customer ratings or surveys and then held call-review coaching sessions with agent to review what could have potentially changed the outcome.
  • Reviewed large credits, out of warranty equipment replacements, customer contract agreements, and billing disputes.
  • Worked closely with new-hires in a training environment to provide support in their success before they we're introduced to the production floor

Technical Support Agent

Verizon Wireless/Xerox/Conduent
11.2012 - 01.2014
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Submitted service tickets for equipment maintenance requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Fielded average of 25-50 inbound phone calls to deliver support and remotely resolve service issues.

Education

High School Diploma -

Eagle High School
Eagle, ID
05.2007

Skills

  • Outreach Activities
  • Business Correspondence
  • Program Management
  • Continuous Improvements
  • Improvement Strategies
  • Eligibility Determinations
  • Customer Experience
  • Data Collection
  • Complex Problem-Solving
  • Interpersonal Communication Skills
  • Client Satisfaction
  • Generate Reports
  • Onboarding Management
  • Optimize Staff Performance
  • Outreach Strategies
  • Program Performance
  • Database Management
  • Research

Timeline

SEO Outreach Coordinator

Page One Power
05.2019 - 06.2023

Indigo Front Office Admin

Hewlett Packard, HP
11.2017 - 05.2019

Technical Support Team Supervisor/New Hire Coach

Verizon Wireless/Xerox/Conduent
01.2014 - 10.2017

Technical Support Agent

Verizon Wireless/Xerox/Conduent
11.2012 - 01.2014

High School Diploma -

Eagle High School

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Tyler Elmore