Technical Support Customer Service

Tiara Bailey

215-***-**** *************@*****.*** Portsmouth, VA

Professional Summary

Experienced customer support and data analysis professional with a strong background in remote operations, technical troubleshooting, and client relationship management. Proven ability to lead initiatives, improve support workflows, and drive customer satisfaction. Quick to learn new tools and systems, highly adaptable, and focused on delivering measurable results. Excited to contribute to a team that values innovation and excellence.

Key Skills & Qualifications

- Customer Service & Support

- Technical Support & Troubleshooting

- Live Chat & Multichannel Support

- Conflict Resolution

- Active Listening & Communication

- CRM & Case Management Systems

- Documentation & Data Entry

- Problem-Solving & Decision-Making

- Multitasking in Fast-Paced Environments

Professional Experience

Chat Technical Support Representative

Kelly Services (Contractor for Apple) Remote 02/2024 – 03/2025

- Provided real-time technical support to Apple customers via chat, troubleshooting hardware and software issues.

- Assisted customers with account management, device setup, and software updates.

- Delivered clear and effective solutions while maintaining a high level of customer satisfaction.

- Utilized Apple’s internal support tools and knowledge base to diagnose and resolve technical issues efficiently.

- Maintained detailed and accurate documentation of customer interactions in company systems.

Health Program Representative II

Elevance Health Norfolk, VA 02/2021 – 12/2022

- Assisted members via phone, gathering and recording accurate information in compliance with company policies.

- Educated members on Care Management programs, highlighting benefits and available services.

- Utilized call scripts and documented call details while ensuring a seamless customer experience.

- Directed inquiries to clinical staff and managed referrals for participants in Care Management.

Benefit Claims Processing Associate

Conduent Chesapeake, VA 07/2019 – 12/2020

- Reviewed benefit claims and verified eligibility based on plan rules and IRS regulations.

- Processed electronic transactions and updated case management system records.

- Collaborated with internal teams and vendors to resolve participant inquiries and escalations.

Wireless Retail Sales Associate

Boost Mobile Portsmouth, VA 09/2018 – 07/2019

- Consulted customers on wireless service needs and recommended suitable plans.

- Achieved sales targets through excellent service and product knowledge.

- Built long-term customer relationships through trust and transparency.

Customer Service Representative

Sutherland Chesapeake, VA 02/2018 – 08/2018

- Managed inbound customer inquiries, resolving issues efficiently.

- Provided guidance on products, services, and account updates.

- Maintained high-quality service standards while handling multiple requests.

Additional Experience

Various customer service and retail roles at QVC, Metro PCS, Wawa Inc, Alorica, First Virginia, Motherhood Maternity, and Champs Sports.

Education

Saint Paul’s College Lawrenceville, VA

Sociology (2012 – 2013)

University of Phoenix Online Phoenix, AZ

Business & Human Resource Management (2011 – 2012)

Western Branch High School Chesapeake, VA

High School Diploma (2010)

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