At RKF Engineering Solutions (Now Auria), I served as the primary point of contact for client inquiries across phone, email, and chat. I provided product and account information, troubleshot basic issues, and kept first replies under 15 minutes during business hours.
I turned common questions into 30 help-center articles, deflecting about 70 tickets a month. I also tracked customer trends and shared recommendations that led to 3 workflow changes.
At RCM Solutions, I supported customers with account changes and basic troubleshooting, documented issues, and escalated cases with reproduction steps. I built an Excel tracker that helped the team clear a 50-case backlog in two weeks.
As Logistical Staff S4 Employee with the U.S. Army, DC National Guard, I maintained property records and tracked supply requests. I hold a Bachelor of Arts in Legal Communications and CompTIA Security+; CIPP/US is in progress.
