LB

Looking for a job

Loretta Bierman

@lorettabierman

Tier 1 technical support at Premium Retail Services, troubleshooting mobile devices and training staff on support processes.

At Premium Retail Services, I provide Tier 1 support for mobile devices, applications, and basic computer issues, helping representatives, managers, and customers by phone, email, and chat.

I document findings and escalate unresolved tickets according to established procedures. I also configure remote device setups and help with onboarding and account access.

I train customer service staff on internal systems, escalation writing, and photo grading processes. My work includes supporting high-volume inbound calls and making outbound follow-ups as support needs arise.

Earlier, at QPS (Premium Retail Services), I provided Tier 1 support and documented cases for escalation. I’m also a Certified Life Coach and am currently enrolled in the IT Support Specialist Program at Merit America.

Experience

Work history, roles, and key accomplishments

PS

Current

Team Lead / Phone Support

Current

Premium Retail Services

Aug 2023 - Present (3 years 2 months)

Handle high-volume inbound and outbound support calls, provide Tier 1 technical support, and train customer service staff on internal systems and processes.

Tier 1 Helpdesk Support Inbound and Outbound Call Handling Technical Troubleshooting Mobile Device Setup Remote Support Windows 11 Microsoft Office PowerShell CLI Account Support Escalation Documentation End User Training Customer Service Multitasking

QS

Customer Support Representative

QPS (Premium Retail Services)

Apr 2023 - Aug 2023 (4 months)

Delivered Tier 1 support through inbound and outbound calls, troubleshooting issues related to phones, computers, and service orders, and documenting cases for escalation.

Tier 1 Support Inbound Outbound Calls Troubleshooting Documentation Customer Service Multitasking

DS

Cashier

DePaul Thrift Store

Jun 2022 - Aug 2022 (2 months)

Processed transactions accurately, balanced cash drawers, maintained store organization, and assisted customers with resource referrals.

Cash Handling Customer Service Organization

PG

Seamstress

Pick the Gift

Aug 2021 - Apr 2022 (8 months)

Used SAP system to track production and inventory, operated industrial sewing machines, and ensured high quality standards in production.

SAP Industrial Sewing Quality Assurance Production

Education

Degrees, certifications, and relevant coursework

MA

Merit America

IT Support Specialist Program, IT Support

Currently enrolled in the IT Support Specialist Program.

PF

Penn Foster

Creative Writing Program, Creative Writing

Completed a Creative Writing Program in March 2016, with coursework focused on copywriting and professional writing fundamentals.

PS

Penn Foster High School

High School Diploma, General Studies

Grade: 3.8

Earned a high school diploma in May 2014 with a GPA of 3.8.

IC

IAP Career College

Certified Life Coach, Life Coaching

Certified Life Coach certification from IAP Career College.

Tech stack

Software and tools used professionally

PowerShell

Microsoft Excel

SAP

Microsoft Word

Availability

Looking for a job

Location

United States

Authorized to work in

Salary expectations

60k+ USD

Job categories

Technical Support Specialist Help Desk Technician Customer Support Representative

Skills

Tier 1 Helpdesk Support Technical Troubleshooting Mobile Device Support Remote Support Account Support Application Support Escalation Documentation End User Training Inbound Call Handling Outbound Calling Windows 11 Microsoft Office Microsoft Word Excel PowerShell

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