Amber Mackintosh
Customer Support Engineer, l at Sound®- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Veterinary Assistant
Escondido Union High School DistrictMay, 2007- Sep, 2024
Experience
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Sound®
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United States
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Medical Equipment Manufacturing
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100 - 200 Employee
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Customer Support Engineer, l
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Jul 2018 - Present
1. Utilize strong customer and technical support skills supporting Sound products and services to veterinary medical professionals via busy call center environment with scheduled on-call rotation2. Troubleshoot and solve simple to highly complex hardware and software issues with a methodical troubleshooting approach and high attention to detail. Operating system and application installation /configuration with a high level understanding of product functionality. 3. Coordinate onsite maintenance repairs, loaner service orders, repair orders, also create RMA orders for PC, PACS and parts shipped from internal/external warehouses.4. Provide thorough and highly-detailed notes in customer relationship management software while supporting end users during the call. 5. Utilize remote log in to end users PCs. 6. Provide customers with product and service information to teach software and proper xray workflow 7. Excellent communication skills and ability to successfully satisfy customers. Ensure a positive customer interaction via email, phone, chat portal utilizing multiple software programs; CRM, ERP, Microsoft Teams, Team Viewer remote applications. 8. Manage daily case load with accurate detail from start to finish, ensuring the satisfaction of our valued customers to resolve technical concerns and training questions. Following up to ensure resolution and advise of survey.
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Customer Support Engineer, Associate
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Nov 2017 - Jul 2018
Provide excellent customer support in the diagnosis and remote repair of x-ray PCs and other veterinary specialized equipment in a busy call center environment. Ensure a positive customer experience through prompt and courteous service via phone, email and chat portal operations utilizing multiple software programs; CRM, ERP, Outlook, remote desktop applications such as Team Viewer. Use proper discernment to field customer inquiries to the appropriate internal departments such as warranty and sales. Work hand in hand with 3rd party vendors such as Dell and GE to assist with repairs of veterinary equipment with accurate detail from start to finish, ensuring the satisfaction of our client.
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Customer Support Triage
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Mar 2017 - Nov 2017
Triage RepFielding calls for a busy call center environment specializing in veterinary digital imaging equipment. Manage a high volume of calls with accuracy and poise while creating support tickets properly documenting customer inquiries/ technical support requests. Ensure a positive customer experience through prompt and courteous service via phone, email and chat portal operations utilizing multiple platforms. Use proper discernment to field customer inquiries to the appropriate internal departments and external referrals. Use Word, Outlook, Excel in addition to assisting with billing and trade-in recovery projects as assigned.
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Grand Pacific Resorts
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United States
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Hospitality
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200 - 300 Employee
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Reservations Sales Agent
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Apr 2016 - Mar 2017
Book time-share vacation packages to hit sales marketing goals with high attention to detail, accuracy and decorum with financial transactions. Maintain company policies to ensure quality control. Prepare reports and other duties as assigned. Multi-task in a busy office environment, managing phone calls utilizing multiple systems in SalesForce, Outlook and internal networks.
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Customer Service Sales Representative
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Oct 2015 - Apr 2016
Create sales opportunities via phone to promote time-share vacation packages. Focus on hitting marketing goals with high attention to detail and accuracy while providing a positive and rewarding experience for the customer. Maintain company policies to ensure quality control. Prepare reports and other duties as assigned. Multi-task in a busy office environment, managing phone calls utilizing multiple systems in SalesForce, Outlook and internal networks.
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Grand Tradition Estate
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United States
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Events Services
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1 - 100 Employee
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Wedding/Restaurant Liason
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Feb 2015 - Oct 2015
Greet and direct high profile guests with courtesy and provide an optimum service experience. Greet and direct high profile guests with courtesy and provide an optimum service experience.
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Owner/Operator
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Sep 2013 - Mar 2015
Provide on-location photography sessions. Maintain detailed customer records and financials. Photograph and deliver images using Adobe Lightroom Software. Maintain social platforms such as Facebook and Instagram. Provide on-location photography sessions. Maintain detailed customer records and financials. Photograph and deliver images using Adobe Lightroom Software. Maintain social platforms such as Facebook and Instagram.
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The Everett Clinic
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United States
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Medical Practices
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700 & Above Employee
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Environmental Services
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Dec 2011 - Nov 2013
Maintain a high level of cleanliness in medical and office facilities Communicate with team to ensure optimum department functionality Order supplies and maintain records using Word, Excel Maintain a high level of cleanliness in medical and office facilities Communicate with team to ensure optimum department functionality Order supplies and maintain records using Word, Excel
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Picture People
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United Kingdom
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Media Production
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1 - 100 Employee
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Photographer
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Jun 2011 - Dec 2011
Photograph and edit images using Adobe Lightroom software Maintain social platforms such as Facebook and Instagram Update customer files and keep detailed records Solicit business and provide an excellent experience Photograph and edit images using Adobe Lightroom software Maintain social platforms such as Facebook and Instagram Update customer files and keep detailed records Solicit business and provide an excellent experience
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Safeway
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Brazil
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Computer and Network Security
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200 - 300 Employee
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Cashier
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Apr 2011 - Dec 2011
Greet customers to provide a positive experience Money handling with accuracy Maintain shelf stock inventory Greet customers to provide a positive experience Money handling with accuracy Maintain shelf stock inventory
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Canine Companions for Independence
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United States
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Lead Kennel Technician
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Jan 2007 - Dec 2010
Dog/Cat/Rabbit bathing, grooming and care Enforce obedience commands and protocol as training aid Monitor and record health of dogs and administer medications Maintain detailed records using Word/Excel programs Followed training protocol to assist with strict management of service animals Provide assistance to visitors and instruct volunteers Work as a team to accomplish daily tasks with precision using good time management Dog/Cat/Rabbit bathing, grooming and care Enforce obedience commands and protocol as training aid Monitor and record health of dogs and administer medications Maintain detailed records using Word/Excel programs Followed training protocol to assist with strict management of service animals Provide assistance to visitors and instruct volunteers Work as a team to accomplish daily tasks with precision using good time management
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Igoe Administrative Services
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United States
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Insurance
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1 - 100 Employee
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Customer Service Representative
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Feb 2005 - May 2006
Process flexible spending account claims in high volume with emphasis on time managment Provide excellent customer service via phone and email correspondence Work with account managers and other departments to problem solve customer complaints Maintain IRS law with regard to processing claims with accuracy and using good judgement Scan documents and keep detailed record of customer files Process flexible spending account claims in high volume with emphasis on time managment Provide excellent customer service via phone and email correspondence Work with account managers and other departments to problem solve customer complaints Maintain IRS law with regard to processing claims with accuracy and using good judgement Scan documents and keep detailed record of customer files
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US Army
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United States
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Law Enforcement
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1 - 100 Employee
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Soldier in training
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Sep 2004 - Nov 2005
Army Reserve Soldier in training Medical discharge prior to service Army Reserve Soldier in training Medical discharge prior to service
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WageWorks
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United States
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Financial Services
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300 - 400 Employee
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Office Clerk
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Feb 2003 - Aug 2004
Sort and distribute high volume of mail/faxes Mass projects as assigned using U.S Post Office, FedEx, UPS Utilize office equipment Maintain office supplies Sort and distribute high volume of mail/faxes Mass projects as assigned using U.S Post Office, FedEx, UPS Utilize office equipment Maintain office supplies
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Primary Care Associates
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Front Desk Receptionist
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Sep 2002 - Feb 2003
Transfer high volume of incoming calls and route them to appropriate departments Mail room projects as assigned Sort and deliver department mail Transfer high volume of incoming calls and route them to appropriate departments Mail room projects as assigned Sort and deliver department mail
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PetSmart
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United States
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Retail
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700 & Above Employee
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Pet Groomer
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Mar 2001 - Oct 2001
Groom dogs, schedule booking appointments. Groom dogs, schedule booking appointments.
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Education
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2015 - 2017
Palomar College
Arts & Humanities -
2019 - 2019
MiraCosta College
Computer and Information Sciences, General -
2015 - 2015
Palomar College
Liberal Arts and Sciences, General Studies and Humanities -
2000 - 2001
MiraCosta College
General Studies
Community
