Alanna Jones
Atlanta,GA
Summary
Personable and dedicated team player with upbeat, positive attitude and proven skills in establishing rapport with clients and peers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization with the ability to handle multiple projects simultaneously with a high degree of accuracy. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Dentsu Aegis Network
01.2023 - Current
- Support all channels of engagement – phone, chat, virtual agent, self-serve, email
- Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis
- Installed new computer software, applications, and networking gear
- succeeded in troubleshooting network issues related to VPN and wifi connections
- Succeeded in troubleshooting/repairing software applications related to email delivery & mailboxes, wifi, O365, and shared drives
- Participated in a migration project assisting with converting over 2,000 members to the company assisting with email changes, shared files/drives, VPN connections, and software installs
- Investigated reported issues and walked through scripted protocols to rule out numerous problems to maintain excellent satisfactory rate
- Support Dentsu offices and users across Europe, Middle East, Africa, Canada, North and South America
- Making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, and changes in availability to assists users in making more effective use of desktop systems, products, and services
SR Customer Service Rep
Enterprise Holdings Inc
10.2019 - 01.2023
- Documented conversations with customers to track requests, problems and solutions
- Accept 80-120 inbound/outbound calls per day assisting customers’ billing concerns, extensions on contracts, & overall customer satisfaction needs
- Support customers needs via phone and email
- Greet customers in a friendly manner while setting up contacts for rentals
- Multi-task through different programs while speaking with customers
- Complete accounting/fleet reports
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service
Perry and Consultants, LLC
03.2020 - 01.2022
- Answered inbound calls per day and directed to designated individuals
- Documented conversations with customers to track requests, problems and solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Delivered service and support to each customer, paving way for future business opportunities.
Retail Associate
QuikTrip
04.2018 - 10.2020
- Engaged positively with each customer, providing professional support for sales and service needs
- Maintained current store, product and promotional knowledge to drive consistent sales
- Processed payments and maintained accurate drawer to meet financial targets.
Education
Bachelor of Computer Information Systems - Computer Information Systems
Savannah State University
Savannah, GA12.2023
Skills
- Organizational skills
- Clerical Support
- Microsoft Office expertise
- Data evaluation
- Familiar with MAC desktops
- Ticketing
- Troubleshooting
- Report generation
- Inbound and outbound calling
- Technologically savvy
- Problem-solving abilities
- Service Desk Team Management
- Issue and Resolution Tracking
- Remote Technical Support
- Customer Communication and Empathy
- Project organization
- Incident Management
- Hardware and Software Repair
Timeline
Service Desk Analyst
Dentsu Aegis Network
01.2023 - Current
Customer Service
Perry and Consultants, LLC
03.2020 - 01.2022
SR Customer Service Rep
Enterprise Holdings Inc
10.2019 - 01.2023
Retail Associate
QuikTrip
04.2018 - 10.2020
Bachelor of Computer Information Systems - Computer Information Systems
Savannah State University