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, UTAssociate 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