EMILY CARMEN RAND
Marana,AZ
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
10
10
years of professional experience
Work History
Advanced Technical Support Representative
Registered Agent INC
08.2023 - 12.2024
- Provide advanced technical support to customers for all domain-related issues, including registration, transfers, renewals, and expirations, while ensuring compliance with ICANN rules.
- Troubleshoot and resolve complex problems such as DNS record errors, domain locking issues, and propagation delays.
- Help customers set up and manage domain settings like DNS records (A, CNAME, MX, TXT), email authentication (SPF, DKIM, DMARC), and domain forwarding.
- Assist Tier 1 support representatives by reviewing and resolving escalated tickets, providing guidance on complex domain issues, and ensuring timely follow-up with clients.
- Keep detailed records of support cases, solutions, and customer communications in ticketing systems.
- Help create and update support materials like FAQs and troubleshooting guides to improve team knowledge and customer support.
- Stay updated on new domain technologies, policy changes, and industry trends to provide accurate and current support.
- Collaborate with other teams such as engineering and compliance to solve issues and improve support processes.
Web Support Representative
Registered Agent INC
08.2023 - 12.2024
- Customer-focused Web Support Representative with experience helping users with basic domain registration and troubleshooting
- Familiar with managing DNS settings, domain renewals, and transfer processes under guidance
- Able to resolve common domain-related questions and provide clear instructions to customers
- Works well with technical teams to escalate issues and ensure timely resolutions
- Dedicated to delivering friendly, helpful support to improve customer experience
Digital Care Specialist
Comcast
01.2018 - 01.2023
- Effective written communication – Provided top tier experiences for all inquiries. Consistently ranked within the top 20% of team.
- Recognized by senior leadership for exceeding expectations and contributions to the customer experience.
- Resource for peers, often sought out for individual expertise.
- Helped train and upskill peers in one-on-one settings to ensure adherence to processes and procedures.
- Collaborated with senior leadership to develop internal apprenticeship program.
- Enhanced organizational goals to keep and client retention through creative problem solving and leveraging customized solutions.
- Proven ability to work with multiple consecutive workstreams and effectively prioritize quickly changing needs.
Executive Customer Relations
Comcast
01.2017 - 01.2018
- Addressing and answering phone inquiries to serve as a one stop resolution.
- Empathizing with verbal communication and understanding to build relations to a continued partnership.
Retail Representative
Comcast
01.2016 - 01.2017
- Cold calling to ensure details to provide future business was properly informed and communicated.
- Analytics of order and processes to successfully complete orders for new and prospecting clients
Cashier
Natural Grocers
01.2015 - 01.2016
- Validly balanced profits at beginning and end of shifts
- Partnering with business partners and community to build successful relationships locally.
Education
General Ed -
Pima Community College
Tucson, Arizona01.2020
High School Diploma -
Buena High School
Sierra Vista, AZ01.2012
Skills
- Professional
- Analytical
- Collaborative
- Creative
- Teamwork
- Fast learner
Timeline
Advanced Technical Support Representative
Registered Agent INC
08.2023 - 12.2024
Web Support Representative
Registered Agent INC
08.2023 - 12.2024
Digital Care Specialist
Comcast
01.2018 - 01.2023
Executive Customer Relations
Comcast
01.2017 - 01.2018
Retail Representative
Comcast
01.2016 - 01.2017
Cashier
Natural Grocers
01.2015 - 01.2016
General Ed -
Pima Community College
High School Diploma -
Buena High School
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