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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Tam O Shanter Drive, Mesquite, TX PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLE Help Desk Support SpecialistExperienced help desk support specialist with over 7 years in customer service roles. Proven track record of resolving 50+ inbound calls daily and escalating critical issues, resulting in 95% customer issue resolution in under 24 hours. Adept at analyzing user problems and providing timely solutions.WORK EXPERIENCEEmployment Gap 08/2023 - PresentIn order to continue to strive for excellence and become a well-rounded person, I took it upon myself to take a leave of absence to focus primarily on my academics. Now I am ready to put my best foot forward by becoming employed full-time. I am currently still in school, but I have the flexibility of remote learning. StudentState Farm Richardson, TX 06/2023 - 08/2023Help Desk Support SpecialistBrinks Home 01/2023 - 04/2023Customer Success Help DeskCxLoyalty Richardson, TX 05/2022 - 03/2023Help Desk SupervisorCore-Mark International, Inc 01/2021 - 10/2021None SelectedCustomer Service RepresentativeSKILLSAdobe Certified, AdobeCertified Expert,Communication, CustomerService, English, Help DeskSupport, Intrapersonal Skills,MCAS - Microsoft CertifiedApplication Specialist,Medical Billing, MedicalTerminology, Problem-Solving, Sales Essentials,Advancement to the next level,Creative writing, Helpingothers achieve their goals thatlead to a successful career andfuture.EDUCATIONBachelors of Arts inEducation Structureand DevelopmentNational UniversitySan Diego, CAGPA: 2.807/2023 - 07/2027High School Diploma inGeneral StudiesBooker T. Washington HighSchoolTuskegee,Ala08/2006 - 05/2010Analyzed and evaluated user problems using test scripts, personal expertise, and probing questions. Responded to inquiries by phone, email, and walk-up requests. Used established procedures to identify critical customer and system issues and escalate problems to the appropriate person or group.Authenticated and verified 50-75 inbound calls from Customer Success Help Desk subscribers Specialist/Quality Assurance.Ask probing questions to gather information related to Brinks Home customers who want to cancel.Aided escalated callers transferred from the Front-Line Help Desk Supervisor Agents Cxloyalty - Richardson, TX. Documented daily and weekly paperwork as well as scheduling, maintenance. Created refund requests for cancellations and schedule changes made by the airline. Answering and responding to emails in a timely manner Customer Service Representative. Responding to customer questions and complaints Core-Mark International, Inc. Walking customers via email through basic troubleshooting or setup processes. AT&T 09/2019 - 01/2021DSI/Dispatcher/CSRAlorica 04/2018 - 09/2019Excellent customer serviceKFC Jackson, MS 11/2016 - 03/2018Customer Service RepresentativeTeleperformance, Inc 09/2014 - 01/2015None SelectedCustomer Service RepresentativeCERTIFICATIONSCertificate of Completion for Service Foundations 05/2023 - 05/2023 Certificate of Completion for Learning Outlook Desktop Microsoft
05/2023 - 05/2023Sales Essentials CertificateMCAS - Microsoft Certified Application SpecialistAWARDS & SCHOLARSHIPSJohn Andrews School of Education Enhanced Academia Scholarship
08/2024National UniversityAcademic Scholarship 07/2024National University Develop intrapersonal skills with a team of 7-15 agents DSI/Dispatcher/CSR. Provide 100% knowledge of all products that of the AT&T company. Answer incoming service calls including customer complaints and concerns, Prepare and coordinate daily work schedules.Provide great customer service to all inbound and Customer Service Representative outbound calls Alorica.Demonstrate knowledge of all information in regards to any literature pertaining to the job title. Be on time.Greeted customers entering the store and responded Customer Service Representative promptly to customer needs KFC - Jackson, MS. Built relationships with customers to encourage repeat business. Worked flexible schedule and extra shifts to meet business needs. Improved customer retention by achieving a 15% reduction in call handling time as a Customer Service Representative, enhancing Customer Success and Quality Assurance.Improved project efficiency by 30% through implementing a new task management tool, resulting in meeting deadlines and delivering high-quality work. I was able connect with my other coworkers to create a fun filled environment. VOLUNTEERING & LEADERSHIPDallas County Public Library 07/2024 - PresentEnglish Tutor/Coach Arlington, Tx |
