Shaina Tindell
San Antonio,Texas
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Technical Support Advisor
TD Bank
04.2019 - 10.2020
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
- Assessed risk for new project proposals, suggesting liability mitigation efforts where necessary.
- Identified and demolished development roadblocks to prohibit slowed operations or halted productive development efforts.
- Published technology roadmaps for multi-site facility installation, designing purchasing and installation plans based on customers' budgets and technical needs.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls.
Customer Service Representative
Apple
01.2016 - 01.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Home Caretaker
San Antonio State Hospital
08.2013 - 02.2016
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Remained alert to problems or health issues of clients and competently responded.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Ran errands for patients, did shopping, and picked up other necessities.
- Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
- Scheduled and accompanied clients to medical appointments.
- Assisted with clients or patients with daily activities by helping with bathing, grooming, dressing and meal preparation.
- Monitored and reported any changes in clients' physical and mental health.
- Provided emotional support and companionship to clients.
- Coordinated appointments with medical professionals.
- Provided assistance with medication management.
- Facilitated transportation to and from appointments.
- Developed and implemented activities to improve clients' quality of life.
- Helped clients to maintain independence and quality of life.
- Assisted clients with physical therapy exercises.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Encouraged clients to take part in activities tailored to individual needs.
- Preserved patient safety by following safety protocols.
- Maintained entire family's schedule and organized events.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Developed and implemented individual care plans tailored to needs of each client.
- Participated in team meetings and staff training sessions.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
Food Safety Supervisor
HEB Grocery Store
06.2011 - 11.2014
- Met internal and external customer expectations through teamwork, respect and willingness to help and support others.
- Led development, training and maintenance of plant quality and food safety programs.
- Reacted productively under constantly changing priorities with numerous interruptions and continuously monitored food safety.
- Worked extensively in hands-on food processing environment before developing expert focus on food safety.
- Earned certification in organic foods and understood safety requirements across spectrum of food types.
- Created safe and healthy work environment throughout plant, adhered to safety policies and procedures and drove safe work behaviors in leadership and front line staff.
- Cultivated and maintained customer-focused mindset that acknowledged importance and value of food safety for customers.
- Adapted to shifting priorities and aligned food safety activities to meet organizational goals.
- Identified non-conforming food products and led decision-making process for disposition based on risk to food safety and quality.
- Mandated compliance to regulatory, customer and corporate standards and led and participated in food safety audits.
- Monitored and controlled temperature of products.
- Audited internal activities and conducted thorough inspections.
- Documented and escalated deviations to supervisors and recommended resolutions.
- Stayed up to date on current and proposed changes to [Type] standards and maintained all internal SOPs, training documentation and records.
- Kept eye on quality assurance information to review compliance against specifications and company standards.
- Developed and delivered training on quality assurance procedures and production operations.
- Evaluated recipe proposals to assess plans and identify ingredient issues.
- Tasted or smelled foods or beverages to evaluate whether flavors met specifications or to select samples with specific characteristics.
- Examined chemical or biological samples to identify cell structures or to locate bacteria or extraneous material using microscope.
Education
Bachelor - Mathematics
San Antonio College
1819 N. Main Ave11.2013
Masters Degree in English - English
San Antonio College
1819 N. Main Ave01.2013
Skills
- Operational Documentation Editing
- Technical Training Leadership
- Technical Support Triage
- Best Practice Implementation
- Desktop Support
- Application Support
- Network Diagnostics
- Videoconferencing
- Software Diagnosis
- Hardware Diagnostics
- Technical Support
- Software Installation
- Service Support
- Information Protection
- Systems Analysis
- User Support
- Customer Service
- Ticket Support System Management
- Technical Troubleshooting
- Application Installations
- TCP/IP
- LAN/WAN
- Hardware Upgrades
- Staff Education and Training
- Account Updating
- Call Center Operations
- Account Management
- Microsoft Office Specialist (MOS) Expert
- Technical Issues Analysis
- Linksys
- Technical Documents Comprehension
- Complaint Resolution
- Windows 10
- Issue Troubleshooting
Timeline
Technical Support Advisor
TD Bank
04.2019 - 10.2020
Customer Service Representative
Apple
01.2016 - 01.2018
Home Caretaker
San Antonio State Hospital
08.2013 - 02.2016
Food Safety Supervisor
HEB Grocery Store
06.2011 - 11.2014
Bachelor - Mathematics
San Antonio College
Masters Degree in English - English
San Antonio College
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