Customer Support Associate with Remote Tech Skills

Colleen Gray

850-***-**** Crestview, Florida

WORK EXPERIENCE

Arise Remote

Disney Resorts - (contract) Apr 2026 – June 2026

Booking reservations and tickets for Walt Disney World Resorts

Taxwell Remote

TaxAct Jan 2026 – Apr 2026

Answered calls from TaxAct customers

Assisted with guiding customers on how to get to where they were looking for

Assisted customers with locked accounts and gaining access

Helped customers with technical issues/troubleshooting program issues

Arise Remote

●Answered calls from customers with debit issues

●Assisting with customer complaints, refunds and potential fraud issues.

Barnes and Noble Specialty (Contract) Jul 2024 - Dec 2024

●Answered calls from Barnes and Noble/Papersource customers

●Assisted customers with ordering, finding their orders, replacing orders, refunding orders.

●Also worked in supervisory role assisting with customer complaints, refunds and potential fraud issues.

TurboTax/Customer Service/SME (Contract) Jun 2022 - Jul 2024

●Worked as a agent on the phones answering inbound calls as well as troubleshooting program and computer issues with clients.

●Also served as a QA Support Resource for the last 3 seasons during peak.

●Was also a member of Resolutions and Tier 2 support.

●Inbound calls.

Optimal Health Care Dba Comfort Keepers

Caregiver Jun 2017 - Mar 2020

●Assisted clients in their homes.

●Duties to include bathing, cooking, light housekeeping, companionship, taking clients to appointments, shopping, running errands and keeping them moving as much as tolerated.

●Worked with clients that had memory issues, incontinence, those needing ambulatory assistance, and those needing assistance with eating and drinking.

Fresh Market Destin Florida

Morning Baker Feb 2017 - May 2017

Amazon.com

Customer Service Associate (Seasonal) (Part Time) Nov 2016 - Feb 2017

●Assist customers via telephone with returns, refunds, replacements of items purchased.

●Also assisted customers with website and order questions as well as method of payment problems.

Tom Thumb Crestview, Florida

Helpdesk Jun 2006 - Oct 2016

●In this capacity, I assisted store personnel with computer related issues via phone.

●Troubleshoot various computer hardware and software issues to include but not limited to POS systems, fuel integration, back office computers.

●Either resolve issue with customer or dispatch appropriate department/vendor.

Store Manager Mar 2005 - May 2006

●As Manager, I was responsible for daily paperwork, inventory, supervising employees, banking transactions, scheduling employees as well as hiring and disciplinary actions.

Assistant Manager Apr 2004 - Feb 2005

Sales Associate May 2003 - Mar 2004

ACS Dallas, TX

Team Lead Tech Support Nov 1998 - Oct 2002

●Worked on the 7-11 helpdesk, taking calls, troubleshooting Unix and Win NT based systems.

●Worked in conjunction with NCR to resolve hardware issues at the store level including hard drive replacement, system recoveries, and other hardware replacement.

●Placed in the Quality Assurance group in July 1999.

●In September 1999, became a level 2 Analyst and November 1999 became shift monitor/acting team lead.

●Feb 2000 moved to 1st shift as team lead for Level 2/Tech Support.

●Nov 2000 also assumed the responsibility of Team Lead for Level 1/Helpdesk Coordinators.

●March 2001 moved to 3rd Shift as Team lead for all departments.

EDUCATION

OWCC Niceville

Associate Degree, Programming and Analysis

SKILLS

● Microsoft Word/Excel

● Salesforce

● Genesis

● Remote Desktop

● Microsoft 10/11

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