Anitra Ellis
Newport News,VA
Summary
Maintaining a focused and orderly posture is critical during each evaluation. Effectively managing time with the aid of adequate organizational skills allows me to juggle more than one task in a conducive manner. Qualified Advanced Technical Support Specialist with 16 of helpdesk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
15
15
years of professional experience
Work History
Technical Support Specialist
FEDITC, LLC
09.2020 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Walked individuals through basic troubleshooting tasks
- Mentored new employees on procedures and policies to maximize team performance
- Recorded and maintained relevant notes for each client and work order
- Used ticketing systems to manage and process support actions and requests.
- Resolved 50 to 60 technical support inquiries per day
Technical Support Specialist
Intervise Consultants
05.2016 - 09.2020
- Assisted customers with various types of technical issues via email, live chat and telephone
- Maintained compliance with established and updated policies and procedures with minimal supervision
- Navigating multiple computer programs to accurately assist customers with impeding service requests using other methods to include Right Now, Remedy, and Email service tools
- Documented support interactions for future reference
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Recorded and maintained relevant notes for each client and work order
- Monitored systems in operation and quickly troubleshot errors
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved 50 to 60 technical support inquiries per day
Customer Service Representative
IBEX Global
08.2014 - 05.2016
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Achieved or exceeded company-defined sales quotas.
Operations Supervisor
IBEX Global
04.2010 - 08.2014
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Analyzed department metrics and performance and reported findings to management.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Scheduled and monitored sales team members' workloads to meet customer needs.
Customer Service Representative
IBEX Global
04.2009 - 04.2010
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
Education
Bachelor of Science - Biology
Chowan University
Murfreesboro, NCSkills
- Remote Technical Assistance
- Microsoft Windows and Office
- Customer Service Help Desk
- Support Multi-Line Telephone Systems
- Multitasking and Time Management
- Judgment Decision Making
- Calendar Management
- PowerPoint Presentations
- Office Supplies and Inventory
- Logistics Support
- Information Management
- Administrative Support
- Activity Planning
- Information Coordination Technology Support
- Program Requirements Data Entry
- Community Outreach Remote Working Experience
- Interpersonal Skills
- Event Coordination
- Data Communications Customer Satisfaction
- Customer Experience Management
- Technical Troubleshooting
- Security Protocols
- Telecommunications
- User Training
- Customer Support
- Remote Support
Accomplishments
To secure a challenging position that enables the exertion of my highly organized, multi-skilled work ethic within a company whilst sharing and expanding multiple areas of knowledge. Relying on patience and genuine compassion helps me guarantee positive customer interaction. Utilizing several years of service experience has molded a solution-focused work ethic. Time Management: Maintaining a focused and orderly posture is critical during each evaluation. Effectively managing my time with the aid of adequate organizational skills allows me to juggle more than one task in a conducive manner. Creating a distinguished balance between educational dynamics and professional development. Significant knowledge in Microsoft applications combined with the ability to type over 50 WPM enables fluidity in the use of computer software like Microsoft Excel.
Timeline
Technical Support Specialist
FEDITC, LLC
09.2020 - Current
Technical Support Specialist
Intervise Consultants
05.2016 - 09.2020
Customer Service Representative
IBEX Global
08.2014 - 05.2016
Operations Supervisor
IBEX Global
04.2010 - 08.2014
Customer Service Representative
IBEX Global
04.2009 - 04.2010
Bachelor of Science - Biology
Chowan University
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