Technical Support Specialist with Leadership Experience

Melanie Goldsberry

*****************@*****.*** 225-***-**** Geismar, LA

SUMMARY

Seasoned Technical Support Specialist with 13 years of experience in customer service and support roles, including supervisory positions at Kelly Connect and Walmart.com. Expert in providing effective resolutions, handling high call volumes, and maintaining deep knowledge of Apple products. Seeking to leverage strong leadership and problem-solving skills in a new Technical Support Specialist role. WORK EXPERIENCE

Conduent

Services 2 Support Advisor 2024 - Present

• Provided comprehensive support solutions as a Services 2 Support Advisor at Conduent, effectively addressing client inquiries, troubleshooting issues, and enhancing customer satisfaction through expert service delivery. Kelly Connect

Supervisor 2021 - 2023

• Monitored agent performance, delivering coaching and feedback to improve customer service proficiency.

• Analyzed call data to identify performance trends and targeted areas for operational enhancement.

• Maintained comprehensive knowledge of Apple products, services, and policies to ensure accuracy in information dissemination.

• Managed escalation processes for complex customer issues, ensuring timely and effective resolutions. Walmart.com Sykes/Alpine Access, Work at Home

Supervisor – Agent 2018 - 2021

• Addressed customer inquiries and complaints with professionalism and empathy, ensuring timely and equitable resolutions.

• Handled an average of 200 daily calls, providing information on products and services while maintaining high customer satisfaction levels.

• Ranked in the top 10% of employees for successful resolution of customer issues, demonstrating strong problem-solving abilities.

• Contributed to the achievement of monthly quotas by employing strategic planning and customer service excellence.

Specialist of Baton Rouge

Certified Medical Assistant/New Patient Coordinator 2011 - 2018

• Managed patient intake and administrative tasks, including appointment scheduling, greeting patients, and maintaining accurate electronic medical records in accordance with HIPAA standards.

• Facilitated the preparation of exam rooms and assisted healthcare professionals with patient visits and treatment protocols, enhancing the efficiency of patient care.

• Recorded and documented vital signs and patient visit reasons, contributing to the effective management of a high patient case volume.

• Streamlined the appointment scheduling system, increasing practice efficiency and ensuring timely service for an average of 72 patients daily.

EDUCATION

Western International University Online

College Credits

Remington College

College Credits

CERTIFICATIONS

Medical Office Assistant

Certified Medical Assistant

Medical Assistant

Medical Terminology

Laboratory Technician

CPR

SKILLS

Quality Customer Service • Reporting & Record-Keeping • Business Administration • Account Management

• Technical Support • Team Development & Leadership • Diplomatic Conflict Resolution • Documentation Management • Database Administration • Call Center Operations • Correspondence Drafting • Calendar Management

• Quality Assurance • Microsoft Office • EPIC Systems

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