Jamina Dial
Cartersville
Summary
Astute Customer Support Analyst with proven ability to analyze, diagnose, and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
7
7
years of professional experience
Work History
Customer Support Analyst
TTEC
05.2023 - Current
- Improved project efficiency by implementing Agile methodologies and streamlining communication processes.
- Enhanced team productivity by creating streamlined processes for addressing customer concerns.
- Ensure customer satisfaction by providing timely and accurate resolutions to complex technical issues, resulting in MSAT score of 95%.
- Collaborated with cross-functional teams to resolve escalated customer issues, leading to improved relationships and client retention.
Intake Specialist
VXI Global Solutions, Inc
10.2022 - 04.2023
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Streamlined the intake process by developing and implementing efficient data collection methods for improved service delivery.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
Freight Dispatcher
Safe Move Trucking
10.2020 - 10.2022
- Increased efficiency by optimizing freight routes and coordinating with drivers on delivery schedules.
- Enhanced customer satisfaction through proactive communication regarding shipment status and addressing concerns promptly.
- Maintained positive relationships with carriers, negotiating contracts to secure competitive rates for shipping services.
- Ensured compliance with all federal and state transportation regulations, mitigating potential risks and legal issues.
Claims Processor
Key Dealer Services
09.2019 - 07.2020
- Enhanced claim processing efficiency by implementing new software and streamlining procedures.
- Reduced claim processing time for faster customer service and improved satisfaction rates.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Collaborated with cross-functional teams to resolve complex claims issues efficiently and effectively.
Senior Technical Support Advisor
Apple - Concentrix
02.2017 - 07.2019
- Reduced response times for support tickets by streamlining internal processes and cross-team collaboration.
- Enhanced team productivity by providing mentoring and training to junior technical support advisors.
- Served as a liaison between customers and engineering teams, facilitating effective communication and swift problem resolution.
- Analyzed trends in support requests to proactively address recurring issues through improved documentation and user education.
Education
Bachelor of Science - Business Management, Marketing
University of Phoenix
2020
Skills
- Customer Relationship Management
- Customer Implementation Support
- Complex Issues Management
- Technical Support and Assistance
- Hardware and Software Configuration
- Project Coordination
- Business Operations
- State and Federal Regulations
- Privacy and Confidentiality
- Policy Analysis
- Investigation Skills
Timeline
Customer Support Analyst
TTEC
05.2023 - Current
Intake Specialist
VXI Global Solutions, Inc
10.2022 - 04.2023
Freight Dispatcher
Safe Move Trucking
10.2020 - 10.2022
Claims Processor
Key Dealer Services
09.2019 - 07.2020
Senior Technical Support Advisor
Apple - Concentrix
02.2017 - 07.2019
Bachelor of Science - Business Management, Marketing
University of Phoenix
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