Victoria Hotz
Augusta,GA
Summary
Summary
Highly skilled and results-driven professional with a diverse background in customer service, technical support, and leadership roles. Demonstrated proficiency in resolving technical issues, providing exceptional customer experiences, and motivating teams to exceed performance goals. Meticulous attention to detail, multitasking abilities, and a commitment to excellence are core strengths.
With a solid foundation in customer support gained from roles at companies such as Apple and T-Mobile, I have honed my problem-solving skills and mastered the art of effective communication. As a Senior Lead at T-Mobile, I provided guidance to peers, monitored performance, and consistently achieved exceptional results, earning recognition and awards for my contributions.
In addition to my customer-centric roles, I possess a growing expertise in software and technology. Proficient in LINUX, MICROSOFT, CISCO, SQL, and Web Development, I have a strong foundation in IT-related fields. This skill set, combined with my dedication to continuous learning, positions me as a valuable asset in dynamic and technology-driven environments.
Currently pursuing a degree in Computer Programming at Augusta Technical College, I am committed to further expanding my technical knowledge and contributing to innovative solutions in the tech industry.
My proven track record in customer service, technical support, and emerging tech proficiency make me a versatile and motivated candidate poised to excel in roles that require a blend of technical acumen and exceptional customer-focused skills.
Overview
9
9
years of professional experience
Work History
customer support specialist
Kelly Services, Apple
2021.08 - 2023.02
- ITunes billing, iOS support, Apple pay support, , I resolved technical issues with customers using my tools and resources such as screen sharing
- I was given guidelines to follow for every call I handle
- Using my tools and resources is an important part of my job but making sure the customer’s experience was a rememberable one was just as important
- Multitasking, documenting, and paying attention to detail on every call I receive are tasks that I use in my role as a customer support specialist
- I assist with billing, iOS support, and apple pay calls
Search Engine Evaluator
Appen Rater Labs
2019.04 - 2021.11
- I analyze search results to ensure they are accurate and relevant
- I conduct research and provide feedback that measures the accuracy of web search results, how useful the results pages are, and the relevance of the search results
- Tasks included typing fast to ensure that I complete my task in time
- Used guidelines on every task to ensure high quality rating
Payroll Data Processor
Adp- Automated Data Processing
2020.12 - 2021.06
- My everyday tasks consist of keying in payroll for clients as well as providing documents that they may need
- Paying attention to detail while I key in payrolls, so no errors are made
- Using different systems to ensure I am assisting clients to the best of my abilities
- Responded to general payroll-related inquiries.
- Accurately processed payroll for clients and provided necessary documents.
Senior lead
T-Mobile Call Center
2017.04 - 2018.07
- While still ensuring that performance continues to exceed, I was chosen to also give feedback to my peers and motivate them in the direction needed to maximize their bonus and continue to do things the right way
- Take sup calls when calls are escalated – Score my peer’s call and provide feedback and monitor calls handled per hour to ensure my team is being efficient
- I took on tasks such as financial care calls, tech support, and sales daily
Customer Service Representative
T-Mobile Call Center
2015.09 - 2017.04
- Taking inbound calls and giving excellent customer service experience to each person that calls into the Augusta call center
- Call types included collection calls, sales calls, technical support, and billing calls.
Customer service Representative
SITEL, Augusta Ga
2014.05 - 2015.09
- Serviced inbound calls
- Calls involved billing inquiries, account or product inquiries, service orders, and troubleshooting customers with their phones
- Was required to stay self–motivated and work independently
- I also had to multitask between different computer programs.
Education
Diploma -
Hephzibah High School
Hephzibah, GaNo Degree - Computer Programming
Augusta Technical College
Augusta, GA12.2024
Skills
- Customer service
- Multitasking
- Data Entry
- Payroll
- Chat help
- Training
*SOFTWARE PROFICIENCY*
LINUX
MICROSOFT
CISCO
SQL
Web Development
Timeline
customer support specialist
Kelly Services, Apple
2021.08 - 2023.02
Payroll Data Processor
Adp- Automated Data Processing
2020.12 - 2021.06
Search Engine Evaluator
Appen Rater Labs
2019.04 - 2021.11
Senior lead
T-Mobile Call Center
2017.04 - 2018.07
Customer Service Representative
T-Mobile Call Center
2015.09 - 2017.04
Customer service Representative
SITEL, Augusta Ga
2014.05 - 2015.09
Diploma -
Hephzibah High School
No Degree - Computer Programming
Augusta Technical College
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