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I strategize and execute solutions using my extraordinary blend of business, leadership, sales, and technical expertise.
Welcome to Alana's Resume
Education
-Stetson University Bachelors of Business Administration 2000
-University of Central Florida Masters of Science in Information Systems 2005
Skills
Who am I? – A pragmatic problem solver and support services guru with an extraordinary blend of business, leadership, sales, and technical expertise. I am passionate, motivated, results-oriented, and thrive in both independent and
collaborative work environments.
What are my strengths? – I am proficient with sales and technical support including Zendesk, Jira, Windows, MacOS, Android, iOS, and MS Excel, content management systems(WordPress, Joomla), Website Security Products, MS365 Email, and Office products.
What is my strategy? – Turning challenges into building blocks to achieve practical and agreeable solutions, while identifying areas of opportunity and barriers to customer loyalty; utilizing innovative problem-solving techniques, acquired expertise, and natural talents.
Work Experience
GoDaddy.com, LLC. Care Sales Guide I - Remote 2023 - Present
Responsible for using knowledge of Godaddy products and services to provide technical support and sell applicable solutions to customers in a high-volume inbound call center. Collaborate with team members to develop sales strategies and implement solutions for customers. Responsible for achieving monthly customer service and sales metrics.
Logitech Technical Support Representative Tier II-Remote 2021 - 2023
Troubleshoot desktop system issues for customers via phone, email, and chat.
Resolve escalated support tickets from our Tier 1 support team.
Assist the Tier 1 support team by providing guidance on resolving tickets without escalation. Provide ad-hoc feedback about trends, new issues, and the customer's voice. In periods of low technical support volume, assist with related projects.
alanaesoterica.com Owner/Operator /Author 2020 - Present
Own, operate, and creator of a unique tarot card deck, curios, and spiritual guidance.
Conduent Technical Support Supervisor-Remote 2016 - 2021
Responsible for a team of 18 to 21 direct reports, including ensuring representatives understand and comply with all call center objectives, performance standards, and policies; answering advisors’ questions regarding best practices or difficult calls; creating custom reports to evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Conduent Technical Support Representative-Remote 2015 – 2016
Responsible for providing technical desktop product support to users of Apple and Microsoft products.
Certifications
Maricopa Community College Customer Web Design Products & Services Cert. 2023
Additional Info
Feel free to contact me for any further information or to schedule an interview. You can reach me at alanajoybrown@yahoo.com or text 407-580-0622.