Technical Support Customer Success

TARA MIKKELSON

E: *.***********@*****.***

H: 763-***-****

C: 763-***-****

PROFESSIONAL SUMMARY

Customer success driven professional recognized for my ability to build and maintain strong customer relationships and improve overall customer satisfaction.

WORK HISTORY

Marketvision Consulting Group LLC – Technical Support Analyst Remotely, MN • 09/2019 - Current

Triage incoming client requests to prioritize and validate issues and identify training opportunities

Communicate with customers via Slack, Zendesk, Zoom, telephone and email

Guide and assist clients with new processes and features

Make recommendations on immediately available solutions for client requests when able to mitigate excessive development requests

Maintain communication with the client through the enhancement development process, updating on the status, any changes to the initial request due to system limitations and testing

Test new development and enhancements to the system and report any issues prior to the update deploying to production

Communicate with the development team via JIRA on client requests and issues reported

Merchology - Senior Merchologist

Minnetonka, MN • 10/2018 – 09/2019

Document all customer interactions timely and accurately via Hubspot

Communicate with customers via live chat, phone and email

Guide and assist domestic and international clients with the purchase and design of their products

Make recommendations on products, design methods and help maneuver the customer through any brand specific limitations

Maintain communication with the customer through out ordering process, responsive to requests for assistance

Train and assist new team members in processes and culture The Tavern on Main - Server

Lino Lakes, MN • 04/2017 – 04/2018

Welcome guests and ensure their experience is exceptional by delivering friendly and accurate service

SKILLS

Customer Service

Multi-tasking

Communication

Team work

Adaptability

Leadership

Detail Oriented

Problem Solving

EDUCATION

Michigan Technological University

Houghton, MI • 04/2011

Bachelor of Applied Science: Marketing with

Minor in Communication Studies

Help customers place orders, explained menu items and suggested appropriate options for food allergy sufferers

Deliver orders in timely manner and corrected all issues to ensure guest satisfaction

Arrange tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business

Partner with team members to ensure exceptional levels of service at all times

Anticipate and address guest needs promptly

Perform all required cutwork and closing duties

Cowboy Jacks - Server

Ostego, MN • 10/2015 - 09/2018

Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.

Kept updated knowledge of menu and chef specials to provide recommendations according to tastes and specific allergies.

Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.

Build relationships with guests to encourage repeat business

Communicate with all staff in FOH and BOH to ensure all guests were enjoying their experience with us

Complete side work and closing duties

The Lookout Bar and Grill - Server Manager

Maple Grove, MN • 09/2011 - 11/2015

Championed exceptional customer service by continuously monitoring feedback to create actionable steps towards improvement

Educated all servers on menu updates and procedural changes

Delivered in-depth training to service team members in customer- facing roles to promote strong team performance

Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business

Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction

Schedule coverage for all shifts factoring in events and local activities that may impact business

Ensure the team was prepared and had all the tools they may need at hand

Participated in weekly meetings to ensure success in all areas of the restaurant, including staff morale, restaurant events and local community charity events

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