Danielle Latham
Atlanta
Summary
Dynamic Technical Support Representative with a proven track record at Concentrix, excelling in technical troubleshooting and customer satisfaction. Adept at resolving complex issues and enhancing user experience through effective communication and problem-solving strategies. Committed to driving service improvements and fostering customer loyalty through insightful reporting and engagement.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Concentrix
Lithonia
05.2022 - 01.2025
- Provided technical assistance to customers via phone, email, and chat support.
- Diagnosed and resolved software and hardware issues through troubleshooting techniques.
- Utilized remote access tools to connect with customer systems for effective support.
- Managed escalated customer service issues efficiently to ensure timely resolution.
- Assisted in installation of new hardware and software applications for customers.
- Educated customers on product features and best practices to enhance satisfaction.
- Generated reports on customer complaints to guide management in service improvements.
- Maintained comprehensive documentation of all technical support activities and updates.
Customer Service Representative
Walmart
Lithonia
08.2021 - 05.2022
- Resolved customer complaints promptly, ensuring a positive experience and fostering customer loyalty.
- Guided customers in product selection, ordering, billing, returns, exchanges, and technical support to streamline their experience.
- Responded to customer inquiries, delivering accurate information on products and services to enhance customer understanding.
- Gathered customer feedback through surveys and used the data to improve customer service.
Cashier
Zaxby's
Lithonia
05.2020 - 08.2021
- Greeted customers and addressed inquiries about products and services to enhance customer experience.
- Operated cash register to process payments accurately using various methods.
- Processed receipts, refunds, and change efficiently to ensure smooth transactions.
- Counted cash drawer at shift start to ensure accuracy and maintain change supply.
- Addressed customer questions regarding store policies and procedures.
Education
High School Diploma -
Lithonia High School
Lithonia, GA05.2022
Skills
- Application and product support
- Technical troubleshooting
- Remote support and ticket management
- Diagnostic testing and hardware diagnostics
- Data recovery
- Customer reporting and engagement
- Customer service excellence
- Problem solving strategies
- Technical documentation
- Effective communication skills
- Conflict resolution
- Business development
Timeline
Technical Support Representative
Concentrix
05.2022 - 01.2025
Customer Service Representative
Walmart
08.2021 - 05.2022
Cashier
Zaxby's
05.2020 - 08.2021
High School Diploma -
Lithonia High School