Open to opportunities

Mikki Rey

@mikkirey

Message

I improve customer journeys by connecting people, processes, and technology.

United States

Message

What I'm looking for

I'm looking for work that combines customer care, technology, automation, longevity, and growth, where I can improve customer journeys by bringing people, processes, and technology together.

At Transcom NA, I managed technical support cases from intake through resolution, sustaining 95%+ first-contact resolution, 90%+ customer satisfaction, and 100% quality assurance compliance. I troubleshoot hardware, software, account, and system issues while using CRM and ticketing systems to improve service delivery.

I've spent 15+ years supporting customers and managing complex client operations, including 3,000+ annual cases at Cleveland Housing Network. I thrive between tech and people, bringing customer care, SQL, APIs, automation, Agile practices, and Lean Six Sigma process improvement together to make the customer journey better.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Specialist

Transcom NA

Jan 2018 - Dec 2025 (7 years 11 months)

Maintained high customer satisfaction and quality assurance in a high-volume support environment. Managed cases from intake to resolution, troubleshooting hardware, software, and account issues while collaborating cross-functionally.

CRM Ticketing Systems Troubleshooting Customer Support Escalation Management Process Improvement Knowledge Management Documentation Workflow Optimization

Education

Degrees, certifications, and relevant coursework

Lakeland Community College

Interactive Media Studies

Pursued studies in Interactive Media, focusing on the intersection of technology and user engagement.

Ohio Center for Broadcasting

Broadcast Media

Completed a program in Broadcast Media, gaining skills in media production and communication.

Cleveland Institute for Dental-Medical Assistants

Certified Medical Billing Specialist, Medical Billing Specialist

Graduated at the top of the class with healthcare credentials, including Nationally Registered Certified Administrative Health Assistant and Certified Medical Billing Specialist.