Ashley Spence
Atlanta
Summary
Seasoned Technical Support Engineer with a proven track record at Home Depot, enhancing customer satisfaction and retention through expert resolution of complex technical issues. Skilled in software troubleshooting and leadership, I've significantly contributed to process improvements and team development. My approach combines strong problem-solving abilities with effective communication, driving positive outcomes in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Technical Support Engineer
Home Depot
Atlanta
06.2020 - 11.2023
- Answered user inquiries to resolve computer software or hardware operation problems.
- Assisted customers with troubleshooting software and hardware issues.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Provided remote assistance to end-users when needed.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Team Leader
Wipro Limited
Atlanta
11.2016 - 06.2020
- Train and assist with the development of more than 150 new hires in three years.
- Provided accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
- Address customer service inquiries in a timely and accurate manner
- Provide backup support for subject matter experts based upon inbound call volume
- Effectively work independently, with minimum supervision, to increase team and individual metrics.
- Calmly attempting to resolve and de-escalate dissatisfaction with the customer experience.
- Escalating customer calls to a supervisor as needed.
Shift Leader
McDonalds
Louisville
02.2009 - 03.2016
- Ensured operations ran smoothly and patron left with excellent impression
- Adhere to the quality standards and performance goals set by management.
- Flowed procedures for safe food preparation, assembly, and presentation while ensuring that employees adhere to the policies of McDonalds
- Guided and supervise employees by maintaining clean and safe environment for patrons
- Verified that food storage in designated containers and storage areas prevents cross-contamination.
- Maintained low waste levels during the shift.
- Followed sanitation standards while making sure customers are served quickly.
- Maintained high standards of customer service during high volume, fast-paced operations.
Education
Western Kentucky University
Bowling Green, Kentucky01.2007
High School Diploma -
Ballard High School
Louisville, Kentucky01.2002
Skills
- Inbound and outbound call handling
- Leadership experience
- Rapport building
- Devotion to customer satisfaction and retention
- Telephone etiquette
- Strong problem-solving ability
- Active listener with strong written and verbal communication
- Ability to stay composed and objective
- Conflict resolution proficiency
- Dedicated to process improvement
- Employee training
- Software troubleshooting
- Customer support
- Network troubleshooting
- Ticket queue software
- Escalation support
- Customer relationship management
Accomplishments
- Completion of new hire training, 2016
- Subject Matter Expert, 2017-2018
Timeline
Technical Support Engineer
Home Depot
06.2020 - 11.2023
Team Leader
Wipro Limited
11.2016 - 06.2020
Shift Leader
McDonalds
02.2009 - 03.2016
Western Kentucky University
High School Diploma -
Ballard High School
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