MAKEBIA JENKINS
Stone Mountain,GA
Summary
Technology-inclined professional experienced in strong troubleshooting capabilities with a customer-oriented attitude. Capable in providing customer service support to users and developing and implementing technical solutions. Highly skilled technical customer support specialist with a passion for helping customers and solving complex support issues. Organized and dependable. Successful at managing multiple priorities with a positive attitude. Inclined with the willingness to take on added responsibilities to meet team goals as well as diligently working independently. An overall analytical problem-solver with a degree in computer science and a background in technical support.
Overview
1
1
year of professional experience
Work History
Chat Support Representative
Sitel
06.2023 - 01.2024
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Customer Service Representative
NexRep
01.2023 - 05.2023
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Conducted in-depth product and issue resolution research to address customer concerns
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
- Gathered customer feedback and insights to provide valuable input to our product development teams, helping to enhance our software offerings.
Technical support representative
Aplos
08.2022 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Conducted in-depth product and issue resolution research to address customer concerns
- Responded to customer requests for products, services and company information
- Provide courteous, prompt, and knowledgeable assistance to customers via various communication channels, including phone, email, chat, and social media
- Maintain accurate records of customer interactions, including issues, resolutions, and follow-up actions, using our support ticketing system.
Education
Associate of Business Administration -
Georgia Perimeter College
Decatur, GA05.2016
Skills
- Strong verbal and written communication skills in English
- Excellent troubleshooting skills and ability to diagnose complex technical issues
- Troubleshooting and Assistance
- MS Office Proficiency
- Technical Issues Analysis
- Software Diagnosis Proficient computer skills
- User Experience
- Ability to work independently and manage multiple priorities in a remote environment
- Experience with CRM and customer support software such as Zendesk, Intercom, and Freshdesk
- Experience with cloud-based software and platforms such as AWS, Azure, and Google Cloud
- Customer Service Expertise
Timeline
Chat Support Representative
Sitel
06.2023 - 01.2024
Customer Service Representative
NexRep
01.2023 - 05.2023
Technical support representative
Aplos
08.2022 - 01.2023
Associate of Business Administration -
Georgia Perimeter College