Yolanda Gallardo
Herriman,UT
Summary
Dynamic Technical Support Specialist with a proven track record at Waterford.org, excelling in technical troubleshooting and customer support. Enhanced service efficiency by resolving 15 or more inquiries daily, while fostering a culture of continuous improvement. Strong problem-solving abilities and active listening skills contributed to increased customer satisfaction and streamlined operations.
Overview
13
13
years of professional experience
Work History
Technical Support Specialist
Waterford.org
10.2022 - Current
- Improve customer satisfaction by efficiently resolving technical issues and providing timely support thus resulting in partnership renewal and contributing to revenue.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolve 15 or more technical support inquiries per day through various communication methods such as chat, email, phone call, and Zoom meetings.
- Document support interactions for future reference.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
Quality Specialist
Waterford.org
05.2021 - 10.2022
- Assisted in the implementation of a continuous improvement culture, contributing to company-wide improvements in productivity and waste reduction.
- Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
- Improved customer support quality by identifying areas for improvement and coaching one-on-one.
- Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
Family Coach
Waterford.org
01.2013 - 05.2021
- Managed caseload effectively, ensuring timely documentation of progress notes and accurate recordkeeping.
- Managed 250 family accounts assigned to me weekly as well as inbound calls, emails and voicemails.
- Assisted families in setting realistic goals and supported them through the process of achieving those objectives.
- Promoted a safe environment during coaching sessions by establishing clear boundaries and expectations with clients.
- Served as a resource for families by connecting them to relevant community services and assistance programs.
- Monitored progress regularly through follow-up meetings and adjusted coaching strategies as needed for optimal results.
Education
Riverton High School
Riverton, UT06.2013
Skills
- Technical troubleshooting
- Remote support
- Incident management
- Customer support
- Application installations
- Software Updates
- Problem solving skills
- Active listening
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Specialist
Waterford.org
10.2022 - Current
Quality Specialist
Waterford.org
05.2021 - 10.2022
Family Coach
Waterford.org
01.2013 - 05.2021
Riverton High School
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