Melissa Timbrouck
Clinton
Summary
Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level support position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Advanced Technical Support Specialist
Comcast
10.2020 - 12.2024
- Improved customer satisfaction by providing advanced technical support and troubleshooting complex issues.
- Enhanced team efficiency by creating comprehensive documentation for common technical issues and resolutions.
- Delivered high-quality support to clients, addressing critical system errors and promptly resolving problems.
- Contributed to company growth by identifying opportunities for product improvements from client feedback.
- Managed escalated cases with professionalism, ensuring successful resolution and maintaining strong client relationships.
- Maintained up-to-date knowledge of industry trends, proactively implementing new strategies to enhance service offerings.
- Implemented remote assistance tools, enabling faster diagnosis and resolution of complex client issues.
- Optimized ticketing system usage, improving tracking capabilities for more efficient case management processes.
- Provided expert guidance on software updates and installations, ensuring seamless transitions for clients during upgrades.
- Developed custom solutions for unique client needs, demonstrating adaptability in addressing diverse challenges.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
Personal Assistant
Anthony Justice Trust
05.2019 - 05.2020
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Accomplished project deadlines by assisting with task completion whenever required.
- Displayed absolute discretion at handling confidential information.
- Kept detailed track of household and maintenance inventory and schedules.
- Provided emotional support and companionship to clients.
- Helped clients to maintain independence and quality of life.
- Provided assistance with medication management.
- Assisted with clients or patients with daily activities by helping with bathing, grooming, dressing and meal preparation.
- Preserved patient safety by following safety protocols.
- Monitored and reported any changes in clients' physical and mental health.
Store Manager
Acceptance Now
11.2017 - 06.2019
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
Associate of Science - Medical Assisting
Virginia College - Tennessee
Knoxville, TN02.2012
Skills
- Customer Accounts Management
- Customer Satisfaction
- Root Cause Support
- Data Connectivity
- Tech Support
- Customer Inquiries
- Organizational Skills
- Information Updates
- Handheld Devices
- Hardware Evaluation
- Case Support
- Performance Optimization
- Knowledge Base
- Resolve Technical Problems
- LAN and WAN Assessment
- Inventory Procedure Documentation
- Feature Activation
- Troubleshooting Network Issues
- Collaborative Team Player
- Diagnose Faults
- Hardware and Software Repair
- Friendly and Patient
- Customer Communication and Empathy
- Creative Issue Resolution
- Microsoft Windows and Office
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Advanced Technical Support Specialist
Comcast
10.2020 - 12.2024
Personal Assistant
Anthony Justice Trust
05.2019 - 05.2020
Store Manager
Acceptance Now
11.2017 - 06.2019
Associate of Science - Medical Assisting
Virginia College - Tennessee
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