Briana Samuels
Greensboro,NC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
Work History
Technical Support Associate
Guilford College
09.2023 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Promoted efficiency among departments with prompt resolution of system issues.
- Recorded and maintained relevant notes for each client and work order.
- Reduced response time for Tier 100+ support tickets.
Customer Service Associate
CSL Plasma Services
04.2021 - 10.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Network Solutions
09.2019 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promptly responded to inquiries and requests from prospective customers.
Education
Associate of Arts - Graphic Design
Bennett College For Women
Greensboro, NC07.2022
Skills
- Hardware Configuration
- Backup Procedures
- Remote Problem Resolution
- Troubleshooting
- Customer Service
Timeline
Technical Support Associate
Guilford College
09.2023 - Current
Customer Service Associate
CSL Plasma Services
04.2021 - 10.2023
Customer Service Representative
Network Solutions
09.2019 - 08.2021
Associate of Arts - Graphic Design
Bennett College For Women
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