Rafeon Spratt
Helena,AL
Summary
Accomplished Technical Support Supervisor with a proven track record at Vivint, enhancing customer satisfaction and reducing issue resolution times by streamlining support processes. Expert in network troubleshooting and fostering teamwork, I significantly improved operational efficiency and reduced employee turnover. Skilled in both technical and interpersonal capabilities, I excel in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Technical Support Supervisor
Vivint
02.2023 - Current
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
- Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.
Dispatch Coordinator
Wayfair
02.2022 - 03.2023
- Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
- Collaborated with warehouse staff to prioritize shipments based on urgency and importance.
Quality Control Technician
MBUSI
01.2020 - 02.2022
- Maintained quality documentation and records for conformance with relevant standards.
- Collaborated with production teams to address and resolve quality concerns, improving overall product reliability.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
Maintenance Technician
Hubbell Power Systems
03.2019 - 12.2019
- Operated varied hand and power tools to complete repairs.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
Education
Bachelor of Science - Criminal Science
Alabama State University
Montgomery, AL05.2019
High School Diploma -
George Washington Carver High School
Birmingham, AL05.2015
Skills
- Network Troubleshooting
- Ticketing system proficiency
- Remote Support
- Customer Support Management
Timeline
Technical Support Supervisor
Vivint
02.2023 - Current
Dispatch Coordinator
Wayfair
02.2022 - 03.2023
Quality Control Technician
MBUSI
01.2020 - 02.2022
Maintenance Technician
Hubbell Power Systems
03.2019 - 12.2019
Bachelor of Science - Criminal Science
Alabama State University
High School Diploma -
George Washington Carver High School
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