Support Representative Tech

ELAINE

HEAUKULANI

**** *******, #****

Las Vegas, NV 89103

C: 702-***-****

****************@*****.***

SUMMARY

To bring to your organization enthusiasm, dedication, responsibility and good work ethic, combined with a desire to utilize my skills obtained through my experience in the following areas: tech support, retail/customer service, front office receptionist, legal and medical. EXPERIENCE

Sales Support Specialist - Strategic Government Accounts-T-Mobile Las Vegas, Nevada January 2021 - Present

Concierge service to Google, Disney and Kaiser Permanente answering emails and phone calls troubleshooting phone and account activation, activating new lines and replacing devices that reached the End-of-Lease. I specialized in troubleshooting and problem solving. Retention Specialist - Business Accounts - Sprint

Las Vegas, Nevada February 2019 - December 2020

Hired to retain small to medium business customers from migrating prior to the merger using special offers and incentives to keep the company’s valuation relative to the offer. Consistently closed each month with >90% of all accounts touched and retained.

My white glove service along with a B2B no-nonsense approach was appreciated and helped me lead the department through the transition. Communication Expert Chat and Calls - Knoah Solutions Las Vegas, Nevada October 2018 - January 2019

Mostly chat as well as Inbound/outbound call center. We’re a concierge service for Zillow. 90% of duties are chat oriented in which we have up to 6 different chats through text going at a time. While also always having one call task to work. Also helped with on the floor tech support for all apps and programs used. Will work on up to 7 to 8 tasks at any given time.

Premier Technical Support Representative - Asurion Las Vegas, Nevada -- March 2017- April 2018

Inbound call center offering white glove concierge service to Verizon’s Premier Customers. Resolving issues big and small with a focus on customer satisfaction. My detailed understanding of complex issues led me to be a team lead and troubleshooting expert.

PLAYSTATION VUE Tech Support Agent - Sutherland Global Las Vegas, Nevada -- August 2016 - March 2017

As the top agent of the second wave for Playstations brand new live-streaming broadcast service, I helped design and implement trouble-shooting procedures that became Sony’s standard when resolving customer issues. At one point even correcting mistakes that Sony had made.