Desyonae Samuels
Augusta
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Experienced Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, and optimizing customer satisfaction. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
AT&T
Charlotte
05.2024 - Current
- Documented all activities related to technical support including processes, updates, changes made.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Developed system documentation, user manuals, FAQs, troubleshooting guides.
- Participated in special projects as assigned by management team.
Front Desk Receptionist
Harmony Healthcare
Atlanta
03.2021 - 07.2023
- Scheduled and confirmed appointments for clients and staff.
- Maintained a clean and organized reception area to uphold company image.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Transcribed tapes and notes from meetings into prescribed formats.
- Assisted with scheduling appointments for clients and visitors.
- Managed company calendar and scheduled events.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Generated monthly reports summarizing sales activities, customer feedback surveys and other relevant data.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed multi-line telephone system, directing calls to appropriate departments.
- Composed and prepared routine correspondence, letters and reports with job-related software.
Call Center Representative
Inventiv Health
Charlotte
08.2019 - 01.2021
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Composed, edited and typed complex memos and reports with job-related software.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Worked with cross-functional teams to achieve goals.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Identified opportunities to upsell additional products or services when appropriate.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Provided technical assistance to customers through phone, email and chat support.
Education
High School Diploma -
Bulter
Augusta05-2020
Skills
- Technical troubleshooting
- Software configuration
- System documentation
- Customer support
- Data analysis
- Product knowledge
- Effective communication
- Problem solving
- Team collaboration
- Conflict resolution
- Customer feedback
Timeline
Technical Support Representative
AT&T
05.2024 - Current
Front Desk Receptionist
Harmony Healthcare
03.2021 - 07.2023
Call Center Representative
Inventiv Health
08.2019 - 01.2021
High School Diploma -
Bulter