Ebony McRae

• Delivered Tier 1–2 support via live chat, email, and phone for internal staff and SaaS clients, ensuring prompt resolution of issues across Windows, macOS, and hybrid cloud platforms.
• Seamlessly transitioned from chat to phone support to resolve escalated or complex cases requiring in-depth troubleshooting or customer reassurance.
• Managed multiple concurrent chat sessions, averaging 2 active chats with high accuracy and responsiveness.
• Scheduled, documented, and tracked support activities using ServiceNow and Jira Service Management.
• Maintained up-to-date records in internal CRM systems and ensured adherence to security protocols and compliance.
• Supported onboarding tasks by provisioning user accounts, managing Intune and Jamf configurations, and updating internal asset inventory for new hires.
• Consistently met or exceeded SLA and service quality benchmarks, contributing to high customer satisfaction ratings.

• Managed up to 5 concurrent live chat sessions, with an average of 3 active chats, providing real-time assistance to Apple customers regarding device troubleshooting, booking repairs, and account-related inquiries.
• Assisted with device service reservations and scheduling repair appointments via chat; followed up with outbound phone calls when necessary to finalize support resolutions.
• Delivered booking-related services for warranty claims, payments, and order adjustments, maintaining accuracy and professionalism.
• Resolved both technical and billing inquiries while ensuring data integrity within Apple’s CRM and ticketing platforms.
• Recognized for maintaining schedule adherence, exceptional communication, and empathetic tone across chat interactions.

• Responded to incoming chat and email requests for insurance coverage, claim statuses, and billing adjustments.
• Accurately updated customer records and followed escalation procedures to ensure timely resolution.
• Delivered courteous support across multiple platforms, including chat systems and internal CRM tools.

● Provided high-volume seasonal chat and phone support for order inquiries, product returns, and shipment tracking.
● Maintained dual chat sessions during peak holiday demand while achieving performance goals.
● Logged customer updates and resolutions in Salesforce CRM with attention to detail.

• Assisted gym members and staff through chat and email in resolving software login, billing, and contract issues.
• Delivered accurate troubleshooting and documentation, aligning with company KPIs and customer satisfaction targets.

● Provided HIPAA-compliant support via email and internal systems for law enforcement, attorneys, and healthcare professionals requesting medical records.
● Monitored incoming requests and ensured accurate record documentation.

● Delivered policy servicing and claims support by phone and email.
● Documented call outcomes and followed compliance standards to meet daily metrics and service goals.