Hi, I’m
BRIA GALLOWAY
Orlando,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
12
years of professional experience
Work History
Asurion / AT&T
IT Technician
09.2023 - Current
Job overview
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Configured and tested new software and hardware.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Enhanced customer satisfaction by efficiently diagnosing and repairing various mobile phone issues.
- Maintained a high level of technical expertise by staying current on evolving mobile phone technologies.
- Provided training to new hires on company policies, procedures, and best practices in mobile phone repair techniques.
- Troubleshot complex software issues on multiple operating systems, restoring devices back to optimal functionality quickly and efficiently.
Foundever
Quality Specialist / Flex Trainer
10.2018 - 08.2023
Job overview
- Developed and implemented a training program that improved employee knowledge of quality standards and processes
- Conducted root cause analysis to identify process weaknesses and lead improvement initiatives, resulting in a X% reduction in customer complaints
- Trained and coached new customer service representatives on best practices and customer service standards
- Resolved customer complaints in a timely and satisfactory manner, resulting in a X% increase in customer loyalty
- Utilized active listening skills to identify customer needs and offered appropriate solutions.
Sykes Enterprise
Customer Service Tech Specialist
11.2015 - 12.2017
Job overview
- Trained customers on the proper use of their tech devices, resulting in a X% reduction in repeat service calls
- Monitored systems, identified issues, and resolved them in a timely manner
- Assisted users with IT-related issues and provided technical support
- Inspected components for defects and accuracy and ensured they met quality standards.
Media Core
Customer Service Specialist
02.2012 - 08.2015
Job overview
- Provided personalized product recommendations and support to customers, resulting in a X% increase in customer loyalty
- Established relationships with key customers and stakeholders to drive sales and develop new business opportunities
- Generated monthly reports for management, highlighting key trends and areas for improvement
- Developed and maintained a system for tracking accounts receivable and accounts payable.
Education
Daytona State College
GED/High school Diploma
01.2011
Skills
- Customer Service
- Time Management
- Leadership Skills
- Adaptability
- Computer Skills
- Conflict Resolution
- Communication
- Fast Learner
- Ability to Work Under Pressure
- Desktop Technical Support
Timeline
IT Technician
Asurion / AT&T
09.2023 - Current
Quality Specialist / Flex Trainer
Foundever
10.2018 - 08.2023
Customer Service Tech Specialist
Sykes Enterprise
11.2015 - 12.2017
Customer Service Specialist
Media Core
02.2012 - 08.2015
Daytona State College
GED/High school Diploma
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