Stormy L. O’Dell

CONTACT

678-***-****

ad3ri9@r.postjobfree.com

Atlanta, GA

in/stormy-odell

SKILLS

Hard Skills

Strong Computer Skills

Inbound Call Center Experience

Desktop and Laptop Support

Salesforce

Hardware Troubleshooting

Strong Problem Solving /

Troubleshooting

Active Directory Admin

Trouble Ticket Systems

Zendesk

Phone, Email, and Chat Support

MS Office Suite

Soft Skills

Self-Starter and Independent

Customer Service and Empathy

Strong Problem Solving

Exceptional Written and Verbal

Communication

Time Management

Active Listening

Interpersonal Skills

Friendly and Empathetic

Organization

Maintaining Detailed Logs of Customer

Interactions and Issues

PROFILE

I am a customer driven support specialist who feels most successful when I provide exemplary service and fast solutions for my clients. I optimize my work with incredible organization and the driving desire to produce results. After working for many years in hospitality, I truly believe that team work makes the dream work! My personal mantra is, “If you want to go fast, go alone. If you want to go far, go together.”

EXPERIENCE

Tier 1 Product Specialist

Xplor Technologies Remote 2023 - 20223

Provide comprehensive support to customers by addressing their software usage inquiries and troubleshooting any data or software issues related to core system features, ensuring efficient resolution of technical issues

Offer guidance on available product training resources to enhance customer knowledge and proficiency in utilizing the software effectively

Utilize real-life interactions to enhance technical documentation and self-service resources, thereby improving customer experience and satisfaction

Identify common questions and issues that can be resolved through automated self-service portals and help centers, contributing to efficient customer support and issue resolution

Tier 1 Help Desk Support Technician

Riskonnect Remote 2022 - 20223

Serve as the initial contact for reporting technical issues and answering questions regarding problems with single sign on, Salesforce based applications, and other issues for over 1,200 clients worldwide

Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources while clearly and thoroughly documenting requests for assistance in the ticket management system, and tracking incidents through to resolution/escalation

Taking preventative measures by identifying potential outages and other problems (via information gathering, ticket trends, etc.) and conveying the information to the appropriate team(s) in a timely manner

Creating and contributing to and assisting in the maintenance of internal knowledge documentation

EDUCATION

American Sign Language

Georgia Perimeter College

Atlanta, GA 2013

Care Team Specialist

Instacart Remote 2019 - 2022

Create an exceptional, personalized service experience for an average of 250 - 300 users per week by providing positive, fast, and complete support resolutions via ability to quickly identify and resolve customer inquiries

Communicate effectively and exercise sound judgment when interacting with customers by providing excellent attention to detail and ability to proactively solve for the customer, resulting in a 97% 5 star survey response

Built a targeted user experience across email, chat, and mobile CRM channels with cross-functional team to support an estimated 9.6 million active users and over 500,000 shoppers who pick up the items

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