AYANA WILDER
NORFOLK,VA
Summary
Detail-focused Human Resource professional with 7 years of experience in customer service and training. Demonstrated expertise in sales, problem-solving, and multitasking, with a proven ability to develop empathetic client relationships and exceed service goals. Adept at organizational tasks and troubleshooting, ready to leverage skills in a dynamic HR environment.
Overview
13
13
years of professional experience
Work History
ADVISOR II, TECHNICAL SUPPORT
Concentrix
Remote
05.2024 - Current
- Analyze and resolve complex technical issues for Avalon project customers, handling 50-75 daily calls with precision and efficiency
- Provide empathetic assistance to customers, restoring account access and troubleshooting device problems in a remote overnight role
- Drive customer satisfaction through swift problem resolution, maintaining high call volume while ensuring quality support
- Develop creative solutions for unique technical challenges, adapting to diverse customer needs in a dynamic support environment
- Meticulously document customer interactions and technical solutions, contributing to knowledge base improvements and streamlined processes.
INDEPENDENT CONTRACTOR
Shyftoff
Remote
02.2023 - 02.2024
- Demonstrated proficiency in phone and chat support by assisting TurboTax users with online account management and resolving complex tax inquiries
- Trained on phones and chat within 1 month of working for TurboTax
- Developed efficient strategies to handle complex tax inquiries, improving first-contact resolution rates and minimizing escalations during peak season
- Mastered multi-channel support techniques, expertly balancing phone and chat interactions to provide comprehensive assistance to over 50 users daily
- Rapidly adapted to evolving tax regulations and software updates, ensuring accurate and up-to-date guidance for TurboTax users.
INDEPENDENT CONTRACTOR
Liveops
Remote
06.2023 - 01.2024
- Partnered with Assurance to streamline caller information verification, enhancing efficiency in connecting clients with licensed insurance agents for Medicare benefits
- Optimized client transfer processes, resulting in improved conversion rates and increased customer satisfaction for Medicare benefit consultations.
SERVICE REPRESENTATIVE
GEICO
Virginia Beach, VA
06.2022 - 09.2022
- Responded to telephone inquiries and complaints following standard operating procedures
- Addressed customers courteously using suitable methods and problem-solving skills
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Obtained property & causality license after 2 weeks of training and taking state license exam.
CUSTOMER SERVICE REPRESENTATIVE
C3i Solutions
Kings Mountain, NC
02.2018 - 02.2019
- Assisted customers with Scott’s Brand products
- Trained and promoted to chat representative after 2 months of working phones
- Promoted to Tier 2 Representative for Scott’s Brand Products after 6 months
- Trained on Tyson Brand products
- Worked phones, chat, and emails with Tyson Brand Products
- Responded to customer requests for products, services, and company information.
SALES ASSOCIATE
Marshalls
Shelby, NC
11.2017 - 02.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Prepare merchandise for sales floor by pricing or tagging
- Built relationships with customers and community to promote long term business growth.
CUSTOMER SERVICE REP
Teletech
Concord, NC
05.2017 - 09.2017
- Assisted with customer service calls concerning Medicaid
- Helped consumer find doctors that would take their plans, and schedule appointments
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Managed up to 75 calls per workday.
SERVER
Salisbury Country Club
Salisbury, NC
10.2016 - 03.2017
- Begin training new employees after 3 months of working
- Assisted 50-100 members per day for parties, meeting, and events
- Demonstrated respect, friendliness and willingness to help wherever needed
- Developed strong communication and organizational skills through working on group projects.
CASHIER
Ingles
Kings Mountain, NC
06.2011 - 06.2016
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Cross-trained 2 to 3 cashier at a time while provided back-up for other customer service representatives when needed
- Team player preforming cashier duties, product assistance and cleaning
- Greeted customer entering store and responded promptly to customer needs
- Restocked and organized merchandise in front lanes.
Education
BACHELORS OF ARTS PSYCHOLOGY -
Lenoir-Rhyne University
Hickory, NC06.2016
BACHELORS OF ARTS HUMAN COMMUNITY SERVICES -
Lenoir-Rhyne University
Hickory, NC06.2016
Skills
- Customer Service
- Communication
- Problem Solving
- Organizational
- Multitasking
- Technical Support
- Account Management
- Troubleshooting
- Phone Support
- Chat Support
- Insurance
- Sales
- Merchandising
- Training
Personal Information
Title: Human Resource
Timeline
ADVISOR II, TECHNICAL SUPPORT
Concentrix
05.2024 - Current
INDEPENDENT CONTRACTOR
Liveops
06.2023 - 01.2024
INDEPENDENT CONTRACTOR
Shyftoff
02.2023 - 02.2024
SERVICE REPRESENTATIVE
GEICO
06.2022 - 09.2022
CUSTOMER SERVICE REPRESENTATIVE
C3i Solutions
02.2018 - 02.2019
SALES ASSOCIATE
Marshalls
11.2017 - 02.2018
CUSTOMER SERVICE REP
Teletech
05.2017 - 09.2017
SERVER
Salisbury Country Club
10.2016 - 03.2017
CASHIER
Ingles
06.2011 - 06.2016
BACHELORS OF ARTS PSYCHOLOGY -
Lenoir-Rhyne University
BACHELORS OF ARTS HUMAN COMMUNITY SERVICES -
Lenoir-Rhyne University