Technical Support Team Leader with 16 Years Experience
Resume:
Tracey Monroe
Professional Summary
Worked from home as technical support with 16 years of experience in leading tech support team at Cox Communications. Demonstrated exceptional team leadership problem solving and time management skills ensuring timely resolution of complex issues and maintaining high customer satisfaction. Adept at remote work quality assurance and multitasking, consistently driving efficiency and excellence in customer service operations.
Experience
2021 - 2024
Caregiver for my father who was in his 80s
2005 – 2021
Lead Line/Supervisor Escalations
Salary $25-$30
Supervisor Escalations
Took calls from agents who did not know how to resolve issues
Helped worked our tickets via Remedy
Helped the director with escalations
Worked incoming emails from customers and agents
Maintained the queue and determined outages or reasons for the queue
2001 – 2005
Commissary Grocery Store
Salary $17-$20
Secretary
Payroll
Label team price change
Stocked shelves
Cashier
Returned merchandise
Education
2003 Kieser University FL
Bachelor of Computer Science
Skills
Team leadership
Customer satisfaction
Multitasking
Remote work
Problem solving
Contact
4638 Manitou Bay
San Antonio TX 78259
******.******@******.***
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