Stephanie Livingston

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.

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.

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%.

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.

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.

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.

Completed an Associate of Arts degree in Business Administration. Gained foundational knowledge in business principles and administrative practices.