Athena Caldwell
Orlando,FL
Summary
Detail-oriented customer service representative with extensive experience in telecommunications, retail and customer service. Troubleshoots technical, complex issues with efficiency and in a timely matter. Organized and dependable successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
AT&T
10.2016 - Current
- Full Time/ 40+ hours a week
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns while upholding company standards.
- Manage phone lines and facilitated over a average of 120+ calls w/ customers per shift.
- 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.
- Used ticketing systems to manage and process support actions and requests.
- Integrated Salesforce CRM and other customer relationship management software into support operations.
Hospitality Management/Trainer
Universal Orlando
03.2012 - 10.2016
- Full Time/ 40+ hours a week
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Inventoried food, ingredient and supply stock to prepare and plan vendor orders.
- Inspected kitchens to observe food preparation quality and service, food appearance and cleanliness of production and service areas.
Education
Associate of Arts - Information Technology
Strayer University
Orlando, FL03.2024
High School Diploma -
Lake Howell High School
Winter Park, FL04.2008
Skills
- Testout Certification
- Customer Data Confidentiality
- Call Documentation
- User Support and Troubleshooting
- Microsoft Windows, Teams and Office
- Troubleshooting Network Issues
Timeline
Customer Service Specialist
AT&T
10.2016 - Current
Hospitality Management/Trainer
Universal Orlando
03.2012 - 10.2016
Associate of Arts - Information Technology
Strayer University
High School Diploma -
Lake Howell High School