Watacha Shelby
Jonesboro
Summary
15 years of expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
18
18
years of professional experience
Work History
Technical Support Representative
CGS
04.2020 - Current
- Handle incoming calls for Lenovo customers for technical support in the warranty department
- Handle up to 50 calls a day
- Responsible for great customer service and speedy friendly, and knowledgeable calls
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Technical Support Representative
VXI For Xfinity
01.2018 - 03.2020
- Answered inbound and outbound calls for Xfinity customers
- My duties consisted of Billing, New Service, Home Phone Service, Internet Service, Cable TV Service, Complaints, Transfers, and various other cx service duties
- Documented support interactions for future reference.
- Managed high levels of call flow
Casino Table Games Dealer
Isle Of Capri Casino
08.2015 - 11.2018
- Conducted all table games, while giving the guest a great experience.
- Monitored players behavior, taking appropriate action against rule violations.
- Prepared players to join games by explaining rules and exchanging money for chips.
- Welcomed customers and established immediate rapport to encourage gameplay.
- Money handling.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
Call Center Rep
Conduent
06.2013 - 07.2015
- Handled inbound/outbound calls for CVS Pharmacy patients
- Made sure customers were covered under insurance, Medicaid, and Medicare
- Answered questions and handled complaints
- Made orders for customers, while following HIPPA laws.
Call Center Rep
Conduit Global
02.2012 - 05.2013
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Inbound/Outbound
Casino Dealer Horizon Casino
03.2005 - 05.2010
- Calls to seniors, helping them obtain diabetic monitors through Medicare
- Up to 50 calls daily
- Met Quotas
- Conducted all table games
- Money handling
- Followed rules and procedures.
Education
Bachelor of Science - Sociology With A Minor in Criminology
University of West Georgia
Carrollton, GA05.2025
Certificate - Pharmacy Technology
Concorde Career College
Memphis, TN01.2013
Vicksburg High School
Vicksburg, MS05.1995
Skills
- Data Recovery
- Mozy Online Backup
- Appointment Scheduling
- Microsoft Windows and Office
- Customer Service
- Money Handling
- Creative Issue Resolution
- Apple Certified Support Professional (ACSP)
- Hardware Repair
- Computer System Maintenance
Timeline
Technical Support Representative
CGS
04.2020 - Current
Technical Support Representative
VXI For Xfinity
01.2018 - 03.2020
Casino Table Games Dealer
Isle Of Capri Casino
08.2015 - 11.2018
Call Center Rep
Conduent
06.2013 - 07.2015
Call Center Rep
Conduit Global
02.2012 - 05.2013
Inbound/Outbound
Casino Dealer Horizon Casino
03.2005 - 05.2010
Bachelor of Science - Sociology With A Minor in Criminology
University of West Georgia
Certificate - Pharmacy Technology
Concorde Career College
Vicksburg High School
Similar Profiles
Benie TeganyiBenie Teganyi
Technical Support Specialist at CGSTechnical Support Specialist at CGS
Jaffar AlntaifJaffar Alntaif
Project Coordinator at CGSProject Coordinator at CGS
Alan PierAlan Pier
Construction Superintendent at CGSConstruction Superintendent at CGS