Summary
Overview
Work History
Education
Skills
Timeline
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Connie Henderson

Douglasville

Summary

Dedicated and passionate customer support representative for over 10+ years of exceptional service by helping others, paying attention to detail and resolving inquiries efficiently. I have a great sense of time management. Seeking career advancement to contribute to a positive customer experience and success of the organization.

Overview

11
11
years of professional experience

Work History

Deployment Support Representative

Michelin Connected Fleet
01.2024 - 07.2025
  • Oversaw 100+ inbound technician calls weekly to validate and commission GPS units, enhancing operational efficiency using Salesforce.
  • Successfully integrated 50+ camera IDs into Marcus accounts for Surfsight and Smart Witness customers, enhancing tracking efficiency; compiled and analyzed 100+ live screenshots monthly enhancing accuracy of VINS and license plate data.
  • Led collaboration with Hardware Support to enhance device scripting; transitioned 95% of validated cases to awaiting invoice status, ensuring all service metrics and job briefings were completed.

Customer Support Representative

Michelin Connected Fleet
02.2023 - 01.2024
  • Managed 30+ inbound calls and emails daily, boosting customer satisfaction ratings by 15% and reducing response time by 20%.
  • Proactively investigated and resolved an average of 150 customer inquiries monthly regarding order status and product knowledge using CRM systems.

Help Desk Coordinator

Brown & Caldwell
05.2022 - 01.2023


  • Utilized remote tools such as TeamViewer and Quick Assist to resolve technical issues; escalated software issues to the appropriate team for investigation purposes.
  • Transformed licenses for 100+ BC employees in Active Directory, reducing processing time by 30% and ensuring 100% compliance.
  • Successfully installed drivers for over 50 devices and facilitated warranty replacements with Dell, enhancing equipment reliability using multiple communication channels.

Tier II Service Desk Analyst

DISYS
09.2020 - 12.2021
  • Managed the Service Desk mailbox, boosting response time by 30% through efficient email triage; trained 10 Tier I agents on enhanced call handling processes.
  • Proactively followed up on 30+ technical requests related to Adobe and Visio, resolving issues within 24 hours.
  • Coordinated and developed onboarding materials including registration of 150+ company-issued Androids and IPhones ensuring compliance with the company policy.


Tier I Service Desk Analyst, Queue Manager

DISYS
09.2018 - 09.2020
  • Efficiently handled 200+ tickets in ServiceNow monthly using multiple communication channels including Skype & MS Outlook; facilitated RSA console setup by creating and sharing a QR code.
  • Managed over 45 weekly inbound calls for Amtrak staff, assisting with password resets in Active Directory, VPN certificates, server and network issues improving resolution times by 25% through timely responses and targeted Knowledge Base resources.

Client Service Representative

First Data
07.2016 - 09.2018
  • Conducted over 50 client meetings monthly, enhancing service delivery for Bank of America merchants by 25%; provided assistance with troubleshooting digital scanner errors and paper jams.
  • Managed 200+ accounts including transactions and online banking inquiries, enhancing customer satisfaction through timely updates.

Quality Analyst (Humana)

Xerox Corporation
11.2014 - 03.2016
  • Facilitated side by side sessions to floor agents during live calls for evaluation purposes providing timely follow-ups with management, enhancing reporting efficiency by 20%.
  • Optimized filing systems for confidential information, enhancing retrieval speed.

Education

Associate Degree - Applied Science/Small Business

DeVry University
Decatur, GA
07-2019

Skills

  • Research expertise
  • Operating systems
  • Technical support
  • Networking tools
  • ServiceNow
  • Leadership
  • Microsoft Office Suite
  • Salesforce

Timeline

Deployment Support Representative

Michelin Connected Fleet
01.2024 - 07.2025

Customer Support Representative

Michelin Connected Fleet
02.2023 - 01.2024

Help Desk Coordinator

Brown & Caldwell
05.2022 - 01.2023

Tier II Service Desk Analyst

DISYS
09.2020 - 12.2021

Tier I Service Desk Analyst, Queue Manager

DISYS
09.2018 - 09.2020

Client Service Representative

First Data
07.2016 - 09.2018

Quality Analyst (Humana)

Xerox Corporation
11.2014 - 03.2016

Associate Degree - Applied Science/Small Business

DeVry University

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Connie Henderson