MIRNA MCKEE

Round Rock, TX *****

517-***-****

ad2f88@r.postjobfree.com

Results-driven and customer-focused professional with a proven track record in leading high-performing customer service teams and providing top-notch technical support. Known for optimizing operational efficiency, increasing customer satisfaction, and exceeding performance targets. Adept at leveraging strong communication and problem-solving skills to navigate complex technical issues and ensure a seamless customer experience. Possesses a comprehensive understanding of cutting-edge technologies and a passion for delivering exceptional service. Ready to bring leadership, innovation, and a commitment to excellence to a dynamic customer service or tech support role. Customer Service Excellence

Conflict Resolution

Inbound and Outbound Calling

Quality Assurance

Technical Support/Tech Savvy

Phone, Email & Chat Experience

Call Center Operations

Customer Account Management

Strong Sales and Negotiation Expertise

Ability to handle multiple tasks simultaneously, such as handling customer inquiries while documenting information and following troubleshooting protocols

Ability to demonstrate patience, empathy and compassion Excellent analytical and problem-solving skills

Exceptional attention to detail and accuracy

Effective written and verbal communication abilities Ability to prioritize tasks and meet deadlines in a remote work environment

Proficiency in Microsoft Excel and Google Workspace Task-Oriented with Strong Organizational Skills

Ability to Multitask and Prioritize Workload

Commitment to Confidentiality and Data Protection

04/2014 to Current

ALL WEB LEADS

Austin, TX

Customer Service Team Lead

Regularly analyze and report on individual and team metrics related to customer service, such as response times, resolution rates, and customer satisfaction scores.

Utilize data-driven insights to identify areas for improvement and implement strategies to enhance team efficiency and effectiveness. Conduct regular training sessions to ensure that team members are well-equipped with the necessary skills and knowledge to provide exceptional customer service.

Serve as the primary point of contact for escalated customer issues, demonstrating the ability to handle challenging situations with empathy and professionalism.

12/2012 to 02/2013

APPLE/KELLY STAFFING SERVICES

Austin, TX

Customer Support Representative/Sales Representative Provided technical support to customers on Apple products, including iPhone, iPad, Macbook and iMac. Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians. Stayed abreast of the latest Apple products, features, and technologies to provide accurate and up-to-date information to customers. Conducted product demonstrations, highlighting key features and benefits, to assist customers in making informed purchasing decisions. 03/2011 to 03/2012

APPLE, INC.

Austin, TX

Technical Support Advisor

Proactively engaged with customers, both in-store and remotely, to understand their preferences, requirements, and technological needs. Provided personalized recommendations and solutions, fostering positive relationships with customers to enhance their overall Apple experience.

Effectively addressed customer inquiries, resolve concerns, and ensure a high level of customer satisfaction through exceptional communication and service.

Provided support to customers via telephone, email and online chat. GENERAL STUDIES NATURAL SCIENCE

Texas State University – San Marcos

GPA: 3.0

GENERAL STUDIES

Austin Community College, Austin, TX

GPA: 3.0

SUMMARY

SKILLS

EXPERIENCE

EDUCATION AND TRAINING

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