TAHJZURI TRIPLETT
McDonough
Summary
Highly-motivated professional with a desire to take on new challenges and opportunities. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively and quickly advancing new skills. Excelling in innovative problem-solving and software proficiency. Adept at enhancing customer experiences through effective communication and technical troubleshooting. Committed to team collaboration, and continuous improvement in service processes.
Overview
12
12
years of professional experience
Work History
Remote Pro Customer Solutions Specialist
The Home Depot
05.2021 - 07.2025
- Managed inbound customer chat and SMS interactions across multiple applications.
- Simultaneously assisted multiple customers in resolving issues efficiently and promptly, using effective problem-solving techniques.
- Documented actions taken and necessary steps to support customers and manage accounts.
- Guided customers through site navigation for product searches and account features.
- Educated customers on Home Depot's billing, payment processing, order fulfillment, and support procedures.
- Collaborated with teams to enhance service delivery processes and workflows.
- Utilized CRM software to track customer interactions and follow-ups efficiently.
- Assisted in developing training materials for customer service initiatives.
- Identified customer trends and communicated them to management for further investigation.
- Attended regular meetings with other Customer Solutions Specialists to discuss strategies for enhancing the overall customer experience.
Remote Technical Support Representative
Alorica
Lake Mary
07.2018 - 05.2021
- Responded to inquiries from corporate customers, partners, consultants, development teams, and/or maintenance teams via telephone, chat, and email.
- Assisted with troubleshooting both hardware and software issues across various devices.
- Gathered and recorded detailed information from customers to assist in problem identification and resolution.
- Developed technical knowledge of HMH ISG, CORE Technical, and Rostering products, along with their uses.
- Provided remote T1 technical support to students, teachers, and administrators who contact HMH ISG Technical Support, and maintained a high level of customer satisfaction while meeting guidelines.
- Resolved service requests by effectively communicating status, solutions, and/or workarounds to customers.
- Recognized and escalated product-related issues, informing Technical Services leadership as appropriate.
- Researched issues and identified solutions and known product defects using existing tools and knowledge-base.
- Documented all actions taken on issue for future reference per established guidelines.
- Participated in the problem management and escalation processes.
- Worked towards enhancement of product, technical & process knowledge through formal training as a means of job enrichment.
- Created Knowledge-base (KB) articles and Notes that are well structured and easy for a technical reader or customer to understand.
- Isolated probable causes, documented and monitored product bugs.
- Worked with multiple operating systems on multiple hardware platforms (i.e. - Salesforce, CRM, Okta).
- Aided and assisted new and current colleagues with technical questions and Knowledge Base information.
Captioning Assistant
CapTel Service Specialist
Orlando
11.2017 - 03.2018
- Provided quick and accurate captions for telephone conversations of Captioned Telephone Clients using voice recognition applications.
- Transcribed spoken dialogue into accurate text for hearing-impaired users.
- Maintain the CapTel Call Center's quality standards for accuracy and speed.
- Monitor technical issues on calls and report to appropriate staff.
- Attend job-appropriate meetings and training sessions.
- Collaborated with other departments to ensure compliance with regulatory standards.
Youth Development Program Assistant
The Boys and Girls Club of West Sanford
Sanford
02.2015 - 11.2017
- Implemented and delivered relevant after school programming for youth, ages 6-18 that supported the Club's priority outcome areas of Academic Success, Good Character & Citizenship and Healthy Lifestyles.
- Trained new staff on program protocols and best practices for youth interaction.
- Organized program schedules and activities for youth engagement and development.
- Maintained detailed records of all program activities, data collection, and evaluation results.
- Facilitated workshops that encourage teamwork, leadership, and personal growth among youth.
- Coordinated volunteer efforts to support club initiatives and community outreach.
- Steward of relationships with volunteers, school staff and parents.
- Monitored and evaluated, on an ongoing basis, programs, services, and activities to ensure the safety of members, the quality of programs, and the utilization of resources.
- Provided regular updates on site challenges, opportunities, and best practices.
- Implemented after-school program assessment tools.
- Implemented special event programs for parents, teachers, and the broader community.
Member Service & Pharmacy Information Center Representative
DialAmerica
Middleburg Heights
10.2013 - 11.2014
- Provided Care Improvement Plus members with various information concerning their insurance benefits (i.e. - Vision, Dental, ER, etc…).
- Managed and researched medical, dental, and vision claims for Care Improvement Plus members.
- Assisted with eligibility and coverage concerns and issues for Care Improvement Plus members.
- Maintained a network of transfers based on members needs.
- Managed and assisted with members' benefit information.
- Educated members on various medical and pharmacy terminology to help them better understand the specifics of their plan.
- Researched and verified prescriptions for coverage eligibility.
- Researched and managed prescription claims.
- Assisted with account management and verification.
- Provided superior customer service to clients by addressing all questions and concerns.
- Documented customer interactions in company database for record-keeping.
Education
Seminole State College - Sociology
Seminole State College
Lake Mary, FL12.2015
University of Pittsburgh - Bradford - Pre-Med
University of Pittsburgh - Bradford
Bradford04.2012
High School Diploma -
Solon High School
Solon06.2011
Skills
- Microsoft Office
- Innovative Problem Solving
- Project Management Skills
- Critical Thinking
- Interpersonal Communication Skills
- Technical Support
- Salesforce Management and Operation
- Chat and SMS Assistance
- Data Collection and Management
- Team collaboration
- CRM software proficiency
- Complaint resolution
- System implementation
- Database management
- Web Applications
- Technical Troubleshooting
- Account Management
- Google Suite
- Data Retention
- IOS and Android assistance
- Avaya Systems
- Remote Work
Details
McDonough, GA, United States, 3303483416
Affiliations
- Independent Learning
- Coding
- AI Machine Learning
- DIY crafting
- Animation
Timeline
Remote Pro Customer Solutions Specialist
The Home Depot
05.2021 - 07.2025
Remote Technical Support Representative
Alorica
07.2018 - 05.2021
Captioning Assistant
CapTel Service Specialist
11.2017 - 03.2018
Youth Development Program Assistant
The Boys and Girls Club of West Sanford
02.2015 - 11.2017
Member Service & Pharmacy Information Center Representative
DialAmerica
10.2013 - 11.2014
Seminole State College - Sociology
Seminole State College
University of Pittsburgh - Bradford - Pre-Med
University of Pittsburgh - Bradford
High School Diploma -
Solon High School
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