CHRISTINA RANDOLPH
Ellenwood
Summary
Technical Support and Operations professional with extensive experience in customer service and outbound sales. Demonstrated expertise in troubleshooting and cross-functional coordination, ensuring effective technology implementation and onboarding. Recognized for delivering high-quality support and optimizing workflows, resulting in significant improvements in customer experience and operational efficiency.
Overview
8
8
years of professional experience
Work History
Business Development Representative
Square
03.2025 - Current
- Manage a diverse pipeline of prospective businesses, prioritizing outreach to accelerate the sales cycle.
- Conduct high-volume outreach through cold calling, email campaigns, and social selling.
- Apply a solutions-based sales approach by identifying business challenges and presenting tailored Square solutions.
- Drive initial engagement by generating interest in Square’s ecosystem among prospective sellers.
- Meet and exceed monthly sales quotas and performance goals.
- Collaborate with Account Executives and participate in continuous sales skill development.
Priority Queue – Retail/Hardware Support Representative
Square
05.2024 - 03.2025
- Served as the first point of contact for resolving POS hardware, network, and software-related issues.
- Performed installations, updates, and system maintenance to ensure seamless device performance.
- Utilized Helpshift, Amazon Connect, Salesforce, and other SaaS tools to manage case workflows.
- Delivered high-quality customer support via chat and email, ensuring timely, professional resolutions.
- Supported escalations for advanced troubleshooting and technical resolutions.
Messaging Support Representative
Square
03.2022 - 05.2024
- Delivered customer support through chat and email, consistently exceeding KPIs.
- Provided Tier 2 support for escalated technical and account-related issues.
- Managed high-volume messaging queues while maintaining accuracy and professionalism.
- Collaborated cross-functionally to improve support processes and resolve emerging issues.
Group Operations Fulfillment Coordinator (Contract)
Apex Systems / Gusto
09.2023 - 01.2024
- Processed health insurance renewals and new applications with high accuracy.
- Ensured compliance with carrier requirements and documentation standards.
- Investigated eligibility discrepancies to ensure customer qualification.
- Collaborated with benefits advisors and internal teams to resolve issues.
- Provided prompt follow-up and ensured timely completion of benefit workflows.
Technical Support Representative
NLB Services
03.2023 - 07.2023
- Provided technical support to hospital staff, students, and patients.
- Documented detailed incident tickets within Pegasus.
- Troubleshot devices, portals, and system access issues.
- Used remote tools to resolve login and configuration problems.
- Coordinated onsite technician dispatch when required.
- Maintained SLA compliance during high call volumes.
Customer Support Specialist
Square
10.2021 - 03.2022
- Provided inbound phone support for sellers with hardware, payment, account, and product questions.
- Consistently exceeded KPIs including call quality, handle time, and satisfaction scores.
- Walked customers through troubleshooting steps to achieve timely resolutions.
- Documented detailed case notes while working in a high-volume environment.
- Partnered with teams for escalations and advanced issue resolution.
Customer Service Associate
UnitedHealth / Optum
02.2021 - 07.2021
- Assisted members with healthcare benefits, claims, and plan questions.
- Ensured accurate CRM updates in compliance with policies.
- Resolved complex issues by coordinating with internal departments.
- Educated members on benefits, billing, and available resources.
- Documented interactions thoroughly to support quality control.
Operations Manager
Anon Logistics
12.2019 - 05.2020
- Led daily stand-ups and coordinated driver dispatching.
- Monitored delivery routes and addressed real-time challenges.
- Developed performance incentive programs adopted by leadership.
- Analyzed performance metrics and coached drivers for improvement.
- Supported warehouse loading, workflow, and team operations.
Operations Manager
Inpax Shipping Solutions
05.2018 - 04.2019
- Oversaw dispatch and warehouse operations to maintain workflow efficiency.
- Provided real-time driver support for delivery challenges.
- Onboarded and trained new employees to ensure compliance and readiness.
- Maintained payroll and personnel records using Workday and ADP.
- Conducted training to reinforce process standards and operational expectations.
Education
Information Systems, Phlebotomy
Georgia Piedmont Technical College
Medical Terminology: Billing & Coding
Asher School of Business
Skills
- CRM software and Salesforce
- Sales pipeline management
- Cold calling and lead development
- Technical support and problem solving
- Complaint handling and customer support analysis
- Point of sale systems support
- Call center experience
- SaaS tool utilization
- Onboarding processes
- Supply chain management
Timeline
Business Development Representative
Square
03.2025 - Current
Priority Queue – Retail/Hardware Support Representative
Square
05.2024 - 03.2025
Group Operations Fulfillment Coordinator (Contract)
Apex Systems / Gusto
09.2023 - 01.2024
Technical Support Representative
NLB Services
03.2023 - 07.2023
Messaging Support Representative
Square
03.2022 - 05.2024
Customer Support Specialist
Square
10.2021 - 03.2022
Customer Service Associate
UnitedHealth / Optum
02.2021 - 07.2021
Operations Manager
Anon Logistics
12.2019 - 05.2020
Operations Manager
Inpax Shipping Solutions
05.2018 - 04.2019
Information Systems, Phlebotomy
Georgia Piedmont Technical College
Medical Terminology: Billing & Coding
Asher School of Business