Marlandis Fielding
@marlandisfielding
Customer-focused technical support specialist delivering empathetic, solutions-driven service.
What I'm looking for
I am a customer-focused technical support specialist with broad experience across retail, SaaS, and operations roles. I consistently deliver empathetic, high-quality experiences, meet performance targets, and resolve complex technical issues while preserving customer satisfaction.
My background includes frontline Apple specialist roles, product support for UltraTax at Thomson Reuters, and hands-on device deployment and troubleshooting. I improve processes by capturing feedback, documenting cases, and collaborating across teams to escalate and resolve issues efficiently.
I thrive in customer-success and technical-support environments where I can combine technical troubleshooting, SaaS support knowledge, and strong interpersonal skills to drive retention, operational improvements, and measurable results.
Experience
Work history, roles, and key accomplishments
Deliver high-quality customer experiences and support store operations, achieving 100 NPS while meeting or exceeding sales and service goals.
Customer Solutions Specialist
Imprint
Jun 2024 - Mar 2025 (9 months)
Analyzed root causes and resolved customer issues with empathetic, timely support while managing multiple inquiries and capturing feedback to improve products and processes.
Operations Manager
Magpie and Crow LLC
Sep 2023 - Feb 2024 (5 months)
Coordinated customer appointments and end-to-end service workflows, diagnosed issues for repair or replacement, and supported team operations across customer-facing and sales roles.
Troubleshot UltraTax SaaS issues, documented cases for timely resolution, and collaborated with teams to escalate complex problems and improve support processes.
Identified customer needs and provided comprehensive solutions while maintaining product knowledge and delivering consistent team-based customer experiences.
Lead Agent
Rochester Telemessaging
Dec 2016 - Sep 2021 (4 years 9 months)
Handled high-volume inbound calls with accurate documentation, consistently met call-time and quality standards, and led by example while managing multiple tasks.
Engineering Support Specialist
DieTech North America
Aug 2015 - Dec 2016 (1 year 4 months)
Deployed and supported computers and mobile devices for project teams, resolved technical issues via tickets and direct troubleshooting, and coordinated expedited equipment deliveries.
Education
Degrees, certifications, and relevant coursework
Macomb Community College
Associate of Applied Science, Information Technology
Completed an Associate of Applied Science in Information Technology focused on practical IT skills and technical support.
Availability
Location
Authorized to work in
Job categories
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