ANTOINETTE SINGLETON
Jonesboro,GA
Summary
Over 10 years of experience in technical support, specializing in communicating complex analytical issues to non-technical customers. Proven troubleshooting skills with a focus on innovative problem-solving. Expertise in product support and enhancing overall customer satisfaction.
Overview
12
12
years of professional experience
Work History
Tier 2 Technical Support Specialist
Verizon Wireless
11.2016 - Current
- Fostered trust with customers by effectively listening and responding during interactions.
- Provided education on specialized products, highlighting their value to improve wireless experiences.
- Managed calls from initiation to resolution, demonstrating expertise in troubleshooting and account services.
- Facilitated effective negotiation and de-escalation strategies for diverse customer issues, focusing on first-call resolution.
- Implemented a consultant approach in all communications to address customer inquiries promptly.
Recruiting Supervisor
American Cancer Society
05.2014 - 11.2016
- Managed a team of 10 Making Strides Against Breast Cancer (MSABC) recruiters, by performing continuous coaching, monitoring, and development to ensure successful execution of job functions at the highest level of success.
- Responsible for all daily call center function and responsible for de-escalating any technical issues that may prevent the team or center from meeting daily goals and objectives.
- Collaborated with various levels of call center management to ensure that all the necessary tools and resources were available to all recruiters to ensure that each person was able to effectively and efficiently execute on all the job requirements.
Ticket Gate Desk Agent
Airtran Airlines
07.2013 - 10.2013
- Efficiently checked in passengers while validating legal identification documentation and providing flight information that included departure times, arrival times, and seat assignments.
- Assisted passengers with ticket purchases, confirmations, flight alterations and rebooking of flights from cancellations and missed flights.
- De-escalating of passengers that experience delayed and missed flights, provided solutions to create a positive experience for the passengers travel.
Education
Bachelor of Science - Computer And Information Systems
Illinois State University
Normal, Illinois, IL05.2002
Skills
- Leadership capabilities
- De-escalation techniques
- Negotiation skills
- Innovative thinking
- Efficient tool use
- Effective communication strategies
- High productivity levels
- Self-reliant thinker
- Consultative mindset
- Positive energy and enthusiasm
- Flexibility in change management
- Proficient in Microsoft Office applications
- Experience with Windows XP environment
- Familiarity with Microsoft Works programs
- Expertise in Word XP software
- Knowledge of SABRE platform
- CISCO IP systems experience
- PC operational skills
- Data entry proficiency
- Typing speed of 50-60 wpm
- Familiarity with ACSS tools
- Proficient in Impact 360 software
- Experience with call tracking solutions
- Info-manager system knowledge
- MyInfo application experience
- NetACE system understanding
- Workflow management (WFM) version 20 expertise
- Webstation application knowledge
Timeline
Tier 2 Technical Support Specialist
Verizon Wireless
11.2016 - Current
Recruiting Supervisor
American Cancer Society
05.2014 - 11.2016
Ticket Gate Desk Agent
Airtran Airlines
07.2013 - 10.2013
Bachelor of Science - Computer And Information Systems
Illinois State University