Customer Experience & Technical Support Specialist
Resume:
ALTA MARIE TIERNEY
Houston, Texas 77064
***********@*****.***
OBJECTIVE: Passionate individual, seeking a position that will enhance current knowledge, and accomplishments from previous positions, adding new knowledge to develop my desire to provide an “Exceptional Customer Experience”
Honest, dependable, easy to teach, and highly motivated.
INTERPERSONAL and TEAMWORK SKILLS:
Presented and updated performance information to direct reports.
Collaborated across technical groups and customer teams to ensure smooth and constant communications between customer and my Supervisor.
Managed new implementation of all changes on installation, training, and operational processes, as well as, travel policy changes, as determined by senior management.
Entrusted to process confidential employee records such as salary changes, performance reports, vacation, absenteeism reports, and confidential drug testing.
Developed and Instituted a Quick Training module for Team Members to Effectively Communicate with Vendors and Customers
TECHNICAL KNOWLEDGE:
Call Center Management Software including, CRM, Northstar, Citrix, Cisco, Bridge track, Salesforce, and communication tools including Slack, Basecamp, MS Teams, CHAT, and Zoom.
Apple iPhone, iPod, iPad and iTunes technical support
Micros, and Aloha touchscreen systems in stand alone, networked and wireless handheld device configurations.
Project Management, Roll Out, and Testing, for successful implementation solutions on Point of Sale, and Accounting Software
Inventory and Procurement software,
Banking and Credit Union software
Software tester
EDUCATION:
Graduated Plano Senior High Plano, Texas
BS in Instructional Technology University of Houston
Certificate in Medical Billing and Coding from Strafford Career Institute
Certificate in Business Management from Career Strafford Career Institute
Certificate in Psychology Strafford Career Institute
References available in letter format and by phone, upon request.
PROFESSIONAL EXPERIENCE:
BOOKKEEP February 2022- Nov 2025
First year and a half was in Customer Support as a Specialist: Performed troubleshooting measures to determine issue, confirm issue, find resolution and then explain in “layman terms” via chat or email the fix that needed to take place.
Supported all incoming chats, and emails from users. Documented all calls and resolutions.
Moved into the position of On-Boarding Specialist for a department that did not even exist.
Began On-Boarding for clients using the following Software: Shopify, Square, Stripe, PayPal, Walmart, E-Bay, Treez, and Mindbody, using the following Operating systems: QBO, Xero, NetSuite, Sage Intacct and Zoho Books
Client Base was Worldwide and calls were handled via TEAMS or Zoom
KEY ACHIEVEMENTS:
98% Survey Rate for all On Boarding Surveys for On Boarding Experience
Developed Training Documents for End Users in “Layman” Terms not technical ones (also included marked up screenshots for easier understanding)
Developed New Hire Checklist for Internal Employees
Managed Rollouts for many large Clients with 100’s of locations.
REVENTION POS SYSTEMS Aug 2019 thru Jan 2022
Command Center (2nd shift) management of 25 advisors
Managed, coordinated, assisted, and evaluated Customer Support calls.
Reviewed calls with advisors, provided feedback and assisted in developing a plan for higher success rates. Listened to and evaluated recorded calls provided positive feedback, and training in areas that needed improvement.
APPLE, INC. I Phone Tier1& 2 advisor then moved to Senior Advisor/Supervisor
April 2005-June 2014
Senior Advisor for Apple iPhone, iPod and iPad technical support.
Supporting incoming calls related to troubleshooting and software updates as well as iTunes synching and downloading.
Supporting T1 advisors on issues associated with troubleshooting and administrative issues with customers
Performed support based on site parameters and customer service satisfaction surveys.
High call volume managed and supported as well.
I-Fleet rep maintaining and coordinating the I-fleet equipment requests and espresso tickets for advisors on my team.
KEY ACHIEVEMENTS:
Received Apple Care excellence award 8 years straight in areas of customer satisfaction
Provided Exceptional Customer Experiences with every interaction.
Successfully completed training for TM Backfill and performed as a Manager
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