Customer Support Service

Rochelle Gassaway

Nottingham, MD ***** ********.********@*****.*** +1-410-***-****

Summary

Detail-oriented customer support professionals with expertise in technical troubleshooting, SaaS platforms, and SSA communication systems. Skilled in resolving complex issues, coordinating service orders for engineers and technicians, and providing frontline assistance via Zoom, Microsoft Teams, and phone. Experienced in managing compliance updates, handling sensitive information, and improving processes for operational efficiency. Enthusiastic about supporting AI-driven products and advanced technical tools.

Core Competencies

Frontline Customer Support & Issue Resolution

SSA Communication Systems Support (Phones, Faxes, Video Conferencing)

Technical Troubleshooting & SaaS Platforms (TMS, LMS, Gencom)

Live Chat, Email, Zoom, & Microsoft Teams Support

Project Coordination & Compliance Updates (FCC, SSA)

Microsoft Office Suite & Database Systems (LMS, TMS, Great Plains)

Professional Experience

Customer Service Representative – Tyto Athene (SSA Contract)

Spring, TX June 2022 – Present

Enter and process customer service orders for engineers and technicians to install, move, or maintain SSA communication equipment across building locations.

Troubleshoot technical issues involving headsets, phones, faxes, and video conferencing systems; create detailed trouble tickets for engineers.

Ensure accurate employee location data to support emergency response procedures, including 911 incidents.

Coordinate and distribute quarterly FCC educational updates required by SSA to ensure compliance.

Provide frontline support to users via Zoom and Microsoft Teams, resolving technical issues efficiently.

Verify user access and system permissions for SSA SaaS platforms, ensuring seamless onboarding and functionality.

Customer Service Representative – IRS Services

Baltimore, MD Oct 2020 – May 2022

Provided technical and customer support in a high-volume call center, assisting users through the full support journey.

Investigated and resolved complex taxpayer issues using multiple databases and system tools.

Created internal documentation and reports to improve process efficiency and accuracy.

Ensured confidentiality of sensitive financial and personal information.

Billing Support / Operations – JG Edelen

Baltimore, MD Aug 2015 – Mar 2020

Handled billing corrections, order adjustments, and customer inquiries with precision and professionalism.

Coordinated logistics and expedited shipping requests to meet critical deadlines.

Trained team members on software tools and supported internal documentation efforts.

Administrative & Training Support – CMS Survey & Certification Unit (Total Solutions, Inc.)

Baltimore, MD 2011 – 2013

Managed user accounts and student enrollment for CMS Learning Management System (LMS).

Developed and edited training materials, evaluations, and manuals for internal and external audiences.

Assisted senior editors with formatting, graphic design, and reporting for CMS-branded content.

Coordinated submissions and communications across multiple organizational levels.

Education

Associate of Arts in Information Systems

Strayer University – District of Columbia 2012

Contact this candidate