Nacey Reynolds
Joppa
Summary
Transitioning customer service professional with strong technical writing skills, adept at creating user-friendly documentation and enhancing product understanding. Eager to apply these skills at S3 Shared Service Solutions.
Overview
16
16
years of professional experience
Work History
Customer Support Advocate II
ACT, Inc.
10.2019 - Current
- Spearheaded the development and maintenance of Salesforce knowledge base articles, ensuring accurate and up-to-date information for agent use
- Collaborated in revising and updating job aids, enhancing agent performance and customer service
- Analyzed quality assurance reports to identify areas of improvement, successfully boosting agent performance scores to 90% and above
Engagement Specialist
Startek
12.2018 - 09.2019
- Excelled in providing comprehensive technical support, leveraging various resources for effective problem resolution
- Enhanced client satisfaction by effectively addressing and resolving issues in a timely manner
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention
- Demonstrated exceptional communication skills in both written and verbal forms for complex issue escalation and resolution
Administrative Assistant
P. Reynolds Jazz
05.2018 - 12.2018
- Played a key role in digital marketing, creating engaging content for social media platforms and responding to online inquiries
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Ensured accurate record-keeping with diligent data entry and database management for vital company information, ensuring accuracy and compliance
Helpdesk Specialist
USPTO Patent Electronic Business Center
06.2008 - 10.2017
- Provided vital support for patent application e-filing and viewing processes, contributing to the development and updating of job aids and procedural manuals
- Enhanced customer satisfaction by promptly resolving technical issues and providing clear solutions
- Conducted comprehensive training sessions for new help desk agents, enhancing team expertise and efficiency
- Established strong relationships with clients by consistently delivering high-quality support and demonstrating a genuine commitment to their success
Education
Bachelor of Music -
The University of The Arts
Philadelphia, PASkills
- Microsoft Word
- PowerPoint
- Excel
- Visio
- Written and verbal communication
- Document Review
- Instruction Writing
- Snagit Screen Capture
Timeline
Customer Support Advocate II
ACT, Inc.
10.2019 - Current
Engagement Specialist
Startek
12.2018 - 09.2019
Administrative Assistant
P. Reynolds Jazz
05.2018 - 12.2018
Helpdesk Specialist
USPTO Patent Electronic Business Center
06.2008 - 10.2017
Bachelor of Music -
The University of The Arts
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