Amanda Jones
Shreveport,LA
Summary
Dynamic Technical Support Representative with a proven track record at ADT Security, excelling in technical troubleshooting and remote support. Enhanced customer satisfaction through effective problem-solving and developed comprehensive knowledge base articles. Skilled in conflict resolution and collaboration, driving improvements in service delivery and user experience.
Overview
11
11
years of professional experience
Work History
Technical Support Representative
ADT Security
Irving, TX
02.2021 - Current
- Provided technical support to customers via phone and email for security system issues
- Diagnosed and resolved hardware and software problems effectively
- Assisted customers in navigating ADT's online account management tools
- Documented customer interactions accurately in ticketing system
- Trained new team members on troubleshooting procedures and customer service best practices
- Collaborated with engineering teams to escalate complex issues for timely resolution
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions
- Boosted first-call resolution rates
Resident Coordinator
Wiley College
Marshall, TX
01.2015 - 02.2021
- Coordinated resident programs to enhance student engagement and community building.
- Developed and implemented residence hall policies to promote safety and well-being.
- Collaborated with campus departments to address resident concerns effectively.
- Conducted training sessions for resident assistants, fostering leadership skills and teamwork.
- Analyzed feedback to refine housing services, improving overall resident satisfaction.
- Led initiatives to enhance diversity and inclusion within residential communities.
- Managed conflict resolution processes, ensuring a harmonious living environment for residents.
- Streamlined communication between residents and management through organized meetings and feedback sessions.
- Collaborated with maintenance teams to promptly address resident issues, ensuring high levels of satisfaction.
- Conducted regular property inspections to identify areas needing improvement or maintenance, maintaining a well-kept living environment for all occupants.
- Facilitated conflict resolution among neighbors when necessary, promoting harmonious living conditions within the complex.
Education
High School Diploma - Cosmetology
Mane Concepts Cosmetology School
Longview, TX07.2019
High School Diploma - Required Subjects
Marshall High School
Marshall, TX05.2001
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
Timeline
Technical Support Representative
ADT Security
02.2021 - Current
Resident Coordinator
Wiley College
01.2015 - 02.2021
High School Diploma - Cosmetology
Mane Concepts Cosmetology School
High School Diploma - Required Subjects
Marshall High School