Looking for a job

Rachel Langley

@rachellangley

Message

I resolve high-volume technical support and customer service issues across remote call center environments.

United States

Message

What I'm looking for

I'm looking to continue resolving technical and account-related service requests in a fast-paced support environment where I can improve customer retention, deliver efficient remote support, and handle complex escalations.

I've supported high-volume technical and customer service operations for Cricket Wireless, Home Depot Help Desk, Ticket Summit, Ricoh, Sprint, and Intralot. I handle complex account, connectivity, hardware, software, and service requests while keeping accurate records for escalation and follow-up.

I bring 9+ years of inbound call center experience, including remote support, technician dispatch, order processing, and customer retention. I'm comfortable managing fast-paced call volumes and using CRM tools, Workday, VMware, GlobalProtect, VPN support, and ticketing systems to resolve issues efficiently.

Experience

Work history, roles, and key accomplishments

Current

IT Support Representative

Current

Cricket Wireless / Insight Global

May 2024 - Present (2 years 4 months)

Manage inbound call handling for authorized retail representatives, providing rapid technical and account-related resolutions. Respond to 10–50 high-priority support calls daily, focusing on account troubleshooting and user retention.

Inbound Call Handling Technical Troubleshooting Account Servicing Hardware Configuration CRM Software Ticketing Systems

Help Desk / IT Support Representative

Home Depot Help Desk

Feb 2023 - Oct 2023 (8 months)

Managed high-volume inbound call operations, handling 60–80 calls daily to support remote client accounts and systems. Processed software installations and system updates through remote access tools to maintain optimal end-user productivity.

Inbound Call Handling Remote Support Software Installation CRM Software Workday Global Protect VPN VMWare Ticketing Systems

Customer Support / Technical Support Representative

Ticket Summit (Ticket Network)

Sep 2021 - Dec 2022 (1 year 3 months)

Managed high-volume customer interactions, responding to 100+ inbound calls per day within a fast-paced call center environment. Processed service requests and ticket orders with extreme attention to detail to enhance the overall customer experience.

Inbound Call Handling Customer Service Technical Troubleshooting Conflict Resolution Order Processing CRM Software

Customer Support Representative

Ricoh Call Center / Volt

Mar 2021 - Aug 2021 (5 months)

Handled inbound service requests and customer orders to streamline field operations and technician dispatching. Managed dispatch coordination for technicians to customer locations, ensuring timely onsite support and conflict resolution.

Inbound Call Handling Dispatch Coordination Order Processing Customer Service Documentation

Advanced Technical Support Representative

Computer Generated Solutions – Sprint

Jul 2019 - Feb 2021 (1 year 7 months)

Responded to advanced technical support requests for customer devices and internet connectivity, focusing on customer retention. Processed equipment orders and service modifications to meet changing customer needs and improve account servicing.

Technical Support Troubleshooting Customer Retention Account Servicing Order Processing

Hotline Operator

Intralot, Inc.

Feb 2015 - May 2019 (4 years 3 months)

Troubleshot vendor gaming equipment issues via hotline operations, focusing on rapid problem resolution and customer retention. Dispatched onsite technicians for repairs, coordinating service activity to minimize equipment downtime.

Hotline Services Troubleshooting Dispatch Coordination Documentation Customer Retention