Asante Willis
Chicago,IL
Summary
Detail-oriented customer care representative with extensive experience in telecommunication, programming, and customer service. Managed highly technical issues and delivered Tier 2 and 3 support easily and patiently. Operations were positively impacted through top-notch communication and critical thinking. Organized, responsible, and experienced in Python, Java, C++, and graduated with a Bachelor of Science in computer information technology.
Overview
7
7
years of professional experience
Work History
Desktop Engineer
SDI Presence
07.2023 - Current
- Perform Install/Move/Add or Change (IMAC) activities
- Perform all assigned desk-side support activities
- Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers
- Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Set up and updated equipment for customer use in line with company standards and procedures.
Customer Care Representative
Alight Solutions
09.2021 - Current
- Assisted a large volume of customers with a positive attitude and focused on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Coached team members in techniques necessary to complete job tasks and maintained adherence and customer ratings of 90% or higher
- Resolved various technical issues across multiple systems and applications for customers as well as end-users across various time zones.
Intern
FloFIYAH LLC
05.2020 - 07.2022
- Understood director's artistic vision and maintained alignment with vision throughout editing process.
- Evaluated and selected scenes for pacing, entertainment value and continuity, trim shots and edit content.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Tracked project performance to analyze the successful completion of short- and long-term goals.
- Coordinated schedules and timelines for events.
Sales Associate
Dylan's Candy Bar
10.2016 - 01.2020
- Engaged with customers to effectively build rapport and lasting relationships.
- Greeted customers and helped with product questions, selections and purchases, including in-store and e-service transactions.
- Trained new associates on cash register operations, including opening, conducting customer transactions and balancing drawer.
- Used POS system to process sales, returns, online orders and gift card activations.
Education
Bachelor of Science - Computer Information Technology
Eastern Illinois University
Charleston, IL05.2021
Associate of Arts - General Studies
City Colleges of Chicago-Harold Washington College
Chicago, IL05.2017
Skills
- Microsoft Office
- Flexible & Adaptable
- Self-motivated professional
- Sound Editing Proficiency
- Conflict resolution
- Customer Service
- Leadership
- Time management
- Project Management
- Product and service knowledge
Timeline
Desktop Engineer
SDI Presence
07.2023 - Current
Customer Care Representative
Alight Solutions
09.2021 - Current
Intern
FloFIYAH LLC
05.2020 - 07.2022
Sales Associate
Dylan's Candy Bar
10.2016 - 01.2020
Bachelor of Science - Computer Information Technology
Eastern Illinois University
Associate of Arts - General Studies
City Colleges of Chicago-Harold Washington College
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