Tremaine Stephen

Managed incoming service calls and coordinated driver scheduling and assignments. Issued keys and communicated work orders, route updates, traffic delays, and weather alerts.

Oversaw residential and commercial projects from initial blueprints through final client approval. Managed material orders, hiring, scheduling, and supervision of trade specialists and general laborers.

Led night-shift operations, including opening the store and activating operating systems. Delegated team responsibilities, trained crew members, and provided staff support.

Provided inbound technical support through phone, live chat, and email for site security systems. Assisted customers with adding, removing, moving, updating, and configuring cameras, security management systems, and related peripherals.

Provided inbound IT and customer service support to merchants. Contacted merchants to verify business information, create business profiles, and provide guidance on POS hardware and software.

Managed multiple inbound support calls, assisting with password resets and account unlocks, new-hire configurations, POS maintenance, store orders, and hardware and software installations. Provided daily IT support to store personnel and helped resolve technical issues affecting store operations.

Supported onsite technicians with hardware system removals and installations, including deployment of required software and peripherals. Monitored and coordinated software installations across multiple time zones, working with store managers to troubleshoot, complete, and test systems to ensure they were operational.

Monitored and maintained IT security and compliance requirements for client operations and shared services. Provided system administration, access support, and coordination with third-party vendor support teams.

Provided remote technical support through phone, chat, remote desktop software, and email. Documented inbound and outbound calls, chats, and emails as incidents or service requests in the ticket management system.

Maintained an organized, self-managed work-from-home call center environment. Used effective call control, de-escalation, and problem-solving skills to address customer concerns.

Led team operations and provided support to staff.

Answered inbound calls using a constantly evolving digital work system across multiple departments. Balanced technical support with promoting and upselling company offers and promotions.

Worked alongside management and associates to improve store efficiency and execute corporate visual standards. Updated colors, patterns, textures, floor sets, HPP, and planograms to align with company directives.

Led team operations and provided support to staff.

Provided sales support and customer service.

Led team operations and provided support to staff.

Led package handling operations and ensured efficient processing.

Currently enrolled in the accelerated IT bachelor's and master's degree program, expected to graduate in the future.

Earned a high school diploma from Beach Channel High School in 2008.