Stephanie Livingston
@stephanielivingston
Dedicated Level 1 Technical Support professional with strong customer service skills.
ZimbabweWhat I'm looking for
I am a dedicated Level 1 Technical Support professional with extensive experience in troubleshooting software, hardware, and network issues in remote environments. My expertise lies in providing efficient overnight support to resolve technical problems while ensuring high levels of customer satisfaction. I am known for my strong communication skills, attention to detail, and ability to work independently during overnight shifts, delivering timely solutions to users.
Throughout my career, I have successfully managed support tickets, guided users through technical challenges, and collaborated with IT teams to enhance knowledge base articles. My commitment to excellence is reflected in my 95% customer resolution rate during my tenure as a Customer Service Specialist. I thrive in fast-paced environments and am motivated to contribute to company success goals while maintaining integrity and professionalism.
Experience
Work history, roles, and key accomplishments
Level 1 Technical Support Specialist
SEI Group
May 2024 - Present (1 year 1 month)
Provided first-line technical support for end users, troubleshooting issues related to software, hardware, and network connectivity during overnight hours. Processed all incoming support tickets, thereby logging, tracking, and resolving them, ensuring that SLAs are met.
Technical Support Associate
Carvana
Mar 2021 - Apr 2024 (3 years 1 month)
Provided remote support for basic technical issues, including software installation, password resets, and printer connectivity. Managed support tickets using ticketing systems, ensuring all cases were logged accurately and resolved within specified timeframes.
Customer Service Specialist
Progressive Casualty Insurance
Oct 2021 - Feb 2024 (2 years 4 months)
Supported customer inquiries and insurance policy needs by answering questions regarding coverage rates. Assisted clients daily with their needs and concerns via phone, email, web chat, and fax, maintaining a customer resolution rate of 95%.
Customer Service Team Lead
United Rentals
Feb 2018 - Nov 2020 (2 years 9 months)
Set attainable daily, weekly, and monthly goals and game plans for the grievance department. Cross-trained new team members, resulting in a 17% increase in customer satisfaction ratings.
Customer Service Representative
Windstream Communications
Mar 2016 - Dec 2017 (1 year 9 months)
Presented products and services to inbound business and residential customers, recommending service upgrades when available. Assisted users in resolving basic network and connectivity issues, escalating complex problems to higher-level support teams when necessary.
Senior Home Services Consultant
Allconnect
Nov 2009 - Apr 2011 (1 year 5 months)
Assisted customers with setting up home services such as internet, TV, phone, and home security. Selected to assist the training department as a peer coach for new hires, creating training manuals for successful positioning, selling, and completing sales.
Education
Degrees, certifications, and relevant coursework
Bauder College
Associate of Arts, Business Administration
Completed an Associate of Arts degree in Business Administration. Gained foundational knowledge in business principles and administrative practices.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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