Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Wells-Booker

Memphis

Summary

Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.

Overview

14
14
years of professional experience

Work History

Dealer Support Specialist

Percepta/Teletech
10.2024 - Current
  • Provided technical assistance to dealers, ensuring timely resolution of inquiries and issues.
  • Assisted with regular customers besides dealers/technicians for clear understanding of services for the technical aspects.
  • Resolved customer issues and escalated complex issues to manager.
  • Maintained accurate records of dealer interactions in CRM systems, supporting data-driven decision-making.

Digital Engagement- Person of Contact

Percepta / Teletech
10.2020 - 10.2024
  • Chat support
  • Troubleshoot with customers about vehicle concerns and redirecting to the correct avenues for assistance
  • Worked escalations in a timely manner
  • Created cases to ensure customer's information and concerns were documented correctly.
  • Worked with customers to troubleshoot the vehicle's hardware and software.
  • Applied knowledge of resources to assist fellow coworkers

Computer Support Technician

Self Employed
01.2012 - Current
  • Build computers per client's specifications
  • Suggest software and hardware
  • Remote into clients computers to assist with basic troubleshooting issues

Technical Support Representative

Transcom North America
08.2020 - 10.2020
  • Support iPhone ,iPad, Apple Watch related technical Issues
  • Troubleshooted hardware or software to make sure confirm issue for customer
  • Created repair cases
  • Helped Setup iPhone, Ipad, Apple Watch
  • Ensured customers privacy were top priority

Technical Support Representative

CGS
12.2019 - 07.2020
  • Create cases for customers
  • Familiarized with Lenovo Think platform/products
  • Provide technical support for hardware if deemed a software issue, make sure to get them to the right department.
  • Troubleshooting with the customer to find the best solution to the problem.

Crew Member

Bojangles' Restaurants, Inc
06.2019 - 11.2019
  • Stock supplies.
  • Clean bathrooms and front of house.
  • Take orders.
  • Package meals.
  • Back of house/Cook Chicken

Education

Bachelor's - Network Security

Western Governors University
Salt Lake City, UT

Associate of Applied Science degree - Computer Drafting and Design

ITT Technical Institute
01.2011

Skills

  • Microsoft Office, Excel
  • CRM Tools - Oracle
  • Enable problem-solving and critical thinking
  • Technical troubleshooting
  • Technical support
  • Remote technical support

Timeline

Dealer Support Specialist

Percepta/Teletech
10.2024 - Current

Digital Engagement- Person of Contact

Percepta / Teletech
10.2020 - 10.2024

Technical Support Representative

Transcom North America
08.2020 - 10.2020

Technical Support Representative

CGS
12.2019 - 07.2020

Crew Member

Bojangles' Restaurants, Inc
06.2019 - 11.2019

Computer Support Technician

Self Employed
01.2012 - Current

Associate of Applied Science degree - Computer Drafting and Design

ITT Technical Institute

Bachelor's - Network Security

Western Governors University
Rachel Wells-Booker