Taquilla Leaks
Atlanta,MI
Summary
Professional with solid background in customer service, adept at resolving complex issues and enhancing client satisfaction. Strong emphasis on team collaboration and achieving measurable results, adaptable to changing needs. Skilled in communication, problem-solving, and conflict resolution, with focus on delivering high-quality service. Recognized for reliability and ability to foster positive relationships with both customers and colleagues.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Customer Service Advocate
Chime Solutions
02.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Implemented new procedures to streamline workflow and enhance productivity within the department.
- Leveraged strong problem-solving skills to address complex challenges faced by clients, ensuring swift resolution of issues whenever possible.
- Provided comprehensive product/service support, utilizing thorough knowledge base to educate clients on relevant offerings.
- Conducted regular client follow-ups, strengthening positive rapport while gathering valuable feedback on areas for improvement.
- Managed approximately 90-100 calls daily resulting in a 90% customer satisfaction
Tier 2 Technical Support Specialist
Continuum Global Solutions
07.2020 - 02.2022
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction for Verizon wireless by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Escalations Support Specialist
VXI Global Solutions LLC
01.2019 - 07.2020
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical telecommunication technical incidents.
- Responded to AT&T's customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed approximately 80-90 Calls Daily resulting in a 50% decrease in resolution time
Education
No Degree - Medical Assisting
Atlanta Technical College
Atlanta, GA12-2025
Skills
- CRM software
- Customer support
- Call center experience
- Documentation review
- Complaint resolution
- De-escalation techniques
- Call control
- Quality assurance
- Conflict management
- Service recommendations
- Teamwork and collaboration
- Escalation management
- Technical Support
Certification
- CPR/AED Certification
Timeline
Senior Customer Service Advocate
Chime Solutions
02.2022 - Current
Tier 2 Technical Support Specialist
Continuum Global Solutions
07.2020 - 02.2022
Escalations Support Specialist
VXI Global Solutions LLC
01.2019 - 07.2020
- CPR/AED Certification
No Degree - Medical Assisting
Atlanta Technical College
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