Yvette Rose
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
9
9
years of professional experience
1
1
Certification
Work History
SCHOOL BASED TECHNICAN
Clark County School District
09.2022 - Current
- Providing technical support to staff and students for issues related to client hardware and software.
- Reviewed technical manuals and other documents related to product operation and maintenance requirements.
- Responded to customer inquiries via phone, email, or chat support.
- Created user accounts on multiple platforms such as Windows Server 2008, 2012, 2016 Active Directory.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Tested computer equipment to ensure proper functioning according to specifications.
- Ensured compliance with company standards regarding computer usage and security policies.
AMAZON KEY FOR BUSINESS
01.2020 - 01.2022
- Enabling Key for Business (KfB) devices to provide Amazon customer friction free authorized access to restricted spaces
- Researching, resolving, and de-escalating customer issues and devices
- Analyze tickets for trends in customer issues and report to the trending teams, collaborate with the trending teams to drive continuous process improvement
- Utilize all available resources to solve internal challenges while ensuring first call resolution.
RING SOLUTIONS ADVISOR
RING
01.2019 - 01.2020
- Provide Inbound customer support providing troubleshooting for Ring security cameras and doorbells
- Using probing questions to accurately identify a neighbor's needs, while consistently delivering an amazing customer service experience
- Precise communication with neighbors, while accurately documenting across multiple systems
- Provide Inbound support from level 1 team members supervisor and neighbors providing specialized technical assistance that may require deeper troubleshooting to identify and resolve the neighbor's issue
- Utilize multiple systems to access customer information, research issues, and educate customers
- Worked tickets that were assigned to me and escalated to the next tier of support if needed
- Utilize all available resources to solve internal challenges while ensuring first call resolution.
COMMUNITY SUPPORT AGENT
RING
01.2017 - 01.2019
- Provide Inbound customer support providing troubleshooting for Ring security cameras and doorbells
- Using probing questions to accurately identify a neighbor's needs, while consistently delivering an amazing customer service experience
- Precise communication with neighbors, while accurately documenting across multiple systems
- Provide Inbound support from level 1 team members supervisor and neighbors providing specialized technical assistance that may require deeper troubleshooting to identify and resolve the neighbor's issue
- Utilize multiple systems to access customer information, research issues, and educate customers
- Worked tickets that were assigned to me and escalated to the next tier of support if needed
- Utilize all available resources to solve internal challenges while ensuring first call resolution.
SELLER SUPPORT REPRESENTATIVE
AMAZON
01.2016 - 01.2017
- Provides prompt and efficient service to Amazon Sellers through phone/chat/email, including the appropriate escalation of Sellers' issues
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other departments such as Customer Service, Merchant Investigations, Fulfillment center or Payments teams as required to resolve Seller's issues and questions
ACCOUNTS PAYABLE CLERK
XEROX
01.2015 - 01.2016
- Responsible for reviewing all submitted invoices and checking pending requests for billable from suppliers and buyers
- Experience with SAP Vendor Invoice Management (VIM)
- Accept digital invoices from many sources, including mail, scanners, fax, email, and other electronic means
- Reconcile payment's ability to be an effective team member and display initiative.
Education
Associate of Applied Science -
ITT TECHNICAL INSTITUTE
12.2003
Skills
- Microsoft Office 2009, 2013, 365
- Google Workspace
- Google Admin Console
- Active Directory
- SAP
- Software Installation
- Service Ticket Tracking
- Customer Education
- User Support
Certification
ComPTIA Security
Timeline
SCHOOL BASED TECHNICAN
Clark County School District
09.2022 - Current
AMAZON KEY FOR BUSINESS
01.2020 - 01.2022
RING SOLUTIONS ADVISOR
RING
01.2019 - 01.2020
COMMUNITY SUPPORT AGENT
RING
01.2017 - 01.2019
SELLER SUPPORT REPRESENTATIVE
AMAZON
01.2016 - 01.2017
ACCOUNTS PAYABLE CLERK
XEROX
01.2015 - 01.2016
Associate of Applied Science -
ITT TECHNICAL INSTITUTE
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