Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Tranika Singleton

Richmond

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Experienced with advanced technical troubleshooting and client support. Utilizes analytical skills and technical knowledge to resolve complex issues efficiently. Knowledge of building strong client relationships and delivering exceptional service.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Technical Support Advisor

Apple Inc.
04.2016 - Current
  • Handle incoming interactions from customers and escalations from appropriate queues in a timely manner, while maintaining the highest level of support quality possible for each customer’s journey with Apple
  • Listen attentively to customer needs, reaching agreement about their issue and owning it to a resolution. This may include ongoing contacts for commitments and maintaining responsiveness to customer’s expectations
  • Efficiently resolve customers’ issues, by finding innovative ways to eliminate unnecessary escalations, transfers, and multiple inbound/outbound contacts
  • Able to obtain a 90% customer satisfaction rate by employing creative analytical skills to tailor solutions to complex customer inquiries.

Quality Assurance Analyst

Wells Fargo
11.2013 - 12.2015
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
  • Collaborated closely with development teams to clarify requirements, resulting in more efficient bug resolution process.
  • Customized testing environments to simulate real-world usage scenarios, ensuring product robustness and customer satisfaction.
  • Reduced number of customer-reported issues by establishing preemptive testing strategy that targeted common failure points.

Customer Service

Lowe's
03.2011 - 03.2013
  • Processed payments for customers Updated information on customer accounts Verbal communication Answered phones as needed

Office Assistant

Wilder Middle School
09.2008 - 06.2011
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Relieved classroom teacher during breaks and maintained order and structure in classroom.
  • Attended staff training sessions, meetings and programs sponsored by school and district.

Education

High School Diploma -

Henrico High School

No Degree -

John Tyler Community College

Skills

  • Remote support
  • Troubleshooting and diagnosis
  • Customer support
  • Issue resolution
  • Virtualization technologies
  • Expert problem solving
  • Escalation handling

Certification

  • Excel Basic for Data Analysis
  • SQL: A Practical Introduction for Querying

Timeline

Senior Technical Support Advisor

Apple Inc.
04.2016 - Current

Quality Assurance Analyst

Wells Fargo
11.2013 - 12.2015

Customer Service

Lowe's
03.2011 - 03.2013

Office Assistant

Wilder Middle School
09.2008 - 06.2011

No Degree -

John Tyler Community College

High School Diploma -

Henrico High School

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Tranika Singleton