AMY GORE BISHOP

Hi there! I'm a front-end developer based in Hartselle, Alabama. I received my original programming degree in 2006 at a time when programming jobs were not readily available in my area. I adapted. I've now been in the IT industry for over 16 years. I've experienced many aspects of the the industry including customer service, technical support, documentation and training, as well as management. Now, I'm looking to return to my roots and expand my knowledge and programming skills. I'm excited to start this "new" journey!
You'll find my resume below. While it is lengthy, I hope you'll have a read. The most important thing I want to convey is that my work experience has led me to be a well-rounded employee and my character has led me to be a life-long learner and helper.

Work Experience

Apple

Full-time · 6 yrs 10 mos
Remote

Tier 2 Mac+ Chat Support Advisor
2016 - Present · 6 yrs 4 mos

Chat Support Mentor
Jan 2018 - Aug 2021 · 3 yrs 8 mos

Tier 1 iOS Chat Support Advisor
Jul 2015 - 2016 · 7 mos

  • As a remote worker, developed excellent leadership and time management skills, proven capability to work independently with care and initiative.
  • Hosted weekly team “roundup” meetings where we focused on positive news, fun activities, and essentially on-the-job self-care.
  • Gave team presentations on submitting comprehensive and successful internal system feedback tickets as well as developing and using disclosures for business processes.
  • Gathered detailed history of internal system issues daily over several months to give management a clearer idea of the extent of these issues, their impact on our workflow and customer experience.
  • As a Chat Mentor, helped to train and onboard Tier 2 vendor advisors as well as mentored advisors returning from leave or outliers.
  • Created resources to assist teammates with best practices and processes to help streamline their work or achieve goals (i.e., creating behavior/habit trackers, a universal notes template, email snippets, coaching preparation form, and mail-in repair checklists for multiple products.).
  • Created and managed a two-month team project regarding Tier 2 takeover rate correlation to higher customer satisfaction. I was able to increase overall takeover rate as a team, increasing the number of advisors achieving a takeover higher than the staff average and showed a positive correlation between an increased takeover rate and customer satisfaction results.
  • Collected data on personal takeovers from April '18 to July '19 and was able to pinpoint inaccuracies in internal system reporting which lead to changes in coaching from Team Managers since the system data could not be accounted for. This also led to escalated trouble tickets and getting the system reporting issue corrected.
  • Created a chat advisor consult flow. Working with existing processes and procedures, streamlined the flow of consultation between Tier 1 and Tier 2 advisors into a single document to ensure a clear and efficient escalation path between groups. This was presented to area managers.

Verizon Wireless

Full-time · 4 yrs 11 mos
Huntsville, Alabama, United States

Customer Care Supervisor
2014 - Jul 2015 · 1 yr 7 mos

Management Support TeamManagement Support Team
2014 - 2015 · 1 yr

Tier 1 & Tier 2 Technical Support Representative
2012 - 2014 · 2 yrs

Tier 1 & Tier 2 Customer Care
Sep 2010 - 2012 · 1 yr 5 mos

  • Top Supervisor in November 2014 during 6 month supervisor role.
  • Continued to develop team-building skills by building trust, gaining the buy-in of direct reports, and coaching through self-discovery.
  • Educated direct reports on performance expectations and provided clear and easily achievable goals via an assigned commitment.
  • Provided regular 1-on-1 coaching support for direct reports focusing on both diagnostic (metrics) and behavioral trends.
  • Honed escalation and leadership decision making skills as part of Management Support Team.
  • Selected for 2014 Pre-Leadership Development Program.
  • Solely developed and maintained a long-term project focused on NTFs (No Trouble Found warranty repairs) with the purpose of improving areas of troubleshooting skill that caused NTFs. This project was shared at team, center, and area-levels within the company and was used to further educate both direct reports and supervisors.
  • Participated in Tech Ninja Team (equipment maintenance).
  • Acted as point of contact when leadership was not availble during pro-longed absence and while working as “floor support” for my peers.
  • Assisted with customer billing issues, equipment orders, and service changes as well as troubleshooting of the cellular network, handsets, Mifi and other cellular devices.

IBEC

Full-time · 4 yrs 5 mos
Hokes Bluff, Alabama, United States

Tier 2 Technical Support Representative
2008 - Sep 2010 · 2 yrs 9 mos

Tier 1 Technical Support Representative
May 2006 - 2008 · 1 yr 9 mos
  • Assisted management team by acting as floor support and a point of escalation for advisor and customer issues.
  • Solely developed training materials and troubleshooting guides which became company standard.
  • Provided hands-on training for newly hired employees in all systems as well as those progressing to tech support.
  • Led crews of field engineers directly responsible for deployment and face-to-face customer service.
  • Took part in field training and served as replacement for a deployment engineer, visiting customer’s homes and performing in-home troubleshooting.

Education & Character

SheCodes
SheCodes React
SheCodes Responsive
SheCodes Plus
SheCodes Basics
2022
Eggbun
Beginner Korean Language Course
2021
Alabama Mentor
Foster Care Certification
Federal Background Checks
First Aid Certification
2021
Alabama A&M, Auburn University
Alabama Master Gardener Certification
(105+ volunteer hours)
2017 - 2018
Strayer University
Working towards B.S. Information Technology for Networking
2014 - 2015
CompTIA
Security +
Net +
A+
2011 - 2013
Gadsden State Community College
A.A.S Computer Science for Programming & E-commerce
(GPA 3.88)
2003 - 2005
Ashville High School
Advanced Diploma
1999 - 2003
Indeed