Wayne Medlin
Northridge,CA
Summary
As an experienced customer service and technical support professional with a background in multiple industries, including retail, hospitality, and food, my recent career has focused primarily on technical support and in-bound customer care. Throughout my employment history, which includes roles at Dell, AT&T, and CoreLogic, I have acquired skills in managing both Microsoft Windows and Linux operating systems, as well as utilizing Microsoft's Office 365 and Adobe Creative Cloud software. Additionally, I have had the opportunity to build and lead a social media team for New Leaf Florist, where I honed my skills in social media marketing through effective use of graphic design tools, online CRM platforms, and social media management tools to create, deploy, and schedule social media posts, ads and job postings in an organized and efficient manner.
Overview
12
12
years of professional experience
Work History
Social Media Manager
New Leaf Florist
10.2020 - Current
- Develop marketing content such as blogs, promotional materials, web pages, and online advertisements
- Analyze and report on social media and online marketing campaign results.
- Create marketing plans and strategies for New Leaf by using social media to identify areas for improvement.
- Monitor online presence of New Leaf's brand to increase engagement with users and strengthen customer relationships.
- Respond to followers' inquiries and reviews.
- Improved overall content quality, relevance of keywords and branding, achieving search engine optimization goals for New Leaf.
- Utilize social media and customer retention platforms including Meta Business Suite, Google MyBusiness, Constant Contact, and Google Workplace Administration.
Customer Service Representative (Work From Home)
Love's
03.2020 - 09.2020
- Handle inbound emergency roadside assistance calls, helping stranded semi drivers with issues related to their truck.
- Manage large call volumes related not only to roadside assistance, but also credit issues, account questions and concerns, and inquiries regarding the Love's rewards program.
- Assist in establishing new members within the Love's rewards program.
- Provide exceptional customer service to drivers during stressful situations.
- Resolve complex customer issues while maintaining a professional demeanor.
- Record detailed information about each call and action taken.
Sr. Technical Support
CoreLogic | A La Mode Technologies, LLC
06.2019 - 02.2020
- Answered inbound calls from customers requesting technical support with real estate appraisal software.
- Made outbound calls to fulfill support requests and tickets.
- Provided technical assistance to customers experiencing issues with software, including knowledge of Windows operating system, software troubleshooting, and networking.
- Documented customer interactions and technical issues for future reference.
- Collaborated with team members to identify and resolve complex technical problems.
- Stayed current with product updates, software releases, and new features to ensure accurate and efficient technical assistance.
- Provided excellent customer service to maintain customer satisfaction.
- Utilized computer and software skills to analyze system data and diagnostic information.
Technical Support
AT&T Wireless
02.2014 - 06.2019
- Provided technical assistance to AT&T Wireless customers over the phone in an inbound call center environment.
- Assisted customers with a wide range of technical issues, including troubleshooting for Apple iOS and Android-based mobile devices, billing, sales, device upgrades, network outages, and mobile broadband issues.
- Documented customer interactions and technical issues for future reference.
- Maintained current knowledge of AT&T Wireless products, systems, and updates to ensure accurate technical assistance.
- Delivered high-quality customer service and fostered strong customer relationships.
- Walked customers through step-by-step troubleshooting processes for technical issues.
- Managed high call volumes while ensuring that all customer interactions were handled in a professional and efficient manner.
Technical Support
Dell Inc.
07.2012 - 01.2014
- Provided inbound technical support for Dell printers, scanners, fax machines, and projectors.
- Took inbound calls from business or federal clients and opened tickets for each call received.
- Consistently followed up with clients until all issues were resolved.
- Troubleshot issues related to Dell's xerographic printers, often sending replacement parts or onsite technicians to resolve issues.
- Documented client interactions and technical issues for future reference.
- Worked closely with team members to resolve complex technical problems and improve efficiency in customer service.
- Maintained current knowledge of Dell's products, systems, and updates to ensure accurate technical assistance.
- Developed strong relationships with clients by providing high-quality and efficient technical support services.
Education
High School Diploma -
Harding Charter Preparatory High School
Oklahoma City, OK05.2009
Skills
- Content creation through the use of video and social media posts; personally crafted using industry leading graphic design, video editing and publishing tools
- Adobe Illustrator, Adobe Photoshop, Adobe Premier Pro
- Website design, management, and maintenance
- Google Workspace and Microsoft Office 365 Applications
- Business related web based advertising and customer retention platforms such as Google MyBusiness, Meta Business Suite, Hubspot, Constant Contact, Salesforce, Tableau, and Trello
- Excellent written and verbal communication skills
- Telecommunications Support Experience
- Mobile handset/Broadband Support
- 45 WPM Typing Speed
- Experience working in retail, in-bound call center, and remote office environments
Timeline
Social Media Manager
New Leaf Florist
10.2020 - Current
Customer Service Representative (Work From Home)
Love's
03.2020 - 09.2020
Sr. Technical Support
CoreLogic | A La Mode Technologies, LLC
06.2019 - 02.2020
Technical Support
AT&T Wireless
02.2014 - 06.2019
Technical Support
Dell Inc.
07.2012 - 01.2014
High School Diploma -
Harding Charter Preparatory High School
Similar Profiles
Christopher McCrayChristopher McCray
Customer Care Representative at COPE/Domino C-Store/New Leaf FloristCustomer Care Representative at COPE/Domino C-Store/New Leaf Florist
Jeffery DieterJeffery Dieter
Senior Regional Manager at Leaf Home Safety Solutions-Leaf FilterSenior Regional Manager at Leaf Home Safety Solutions-Leaf Filter
William Butler IIIWilliam Butler III
Delivery Helper at Designs by Janice FloristDelivery Helper at Designs by Janice Florist
Thomas FairellThomas Fairell
Off-Duty Officer at SSA Security ServiceOff-Duty Officer at SSA Security Service
Justin DeMarco ChapmanJustin DeMarco Chapman
Quality Control Inspector at Medtronics, Inc.Quality Control Inspector at Medtronics, Inc.