Carielle Ukwu
Madison,AL
Summary
Dynamic and results-driven professional with a diverse background in enhanced customer service, driving sales, retention, and technical support. Highly reliable and motivated to bring value to both clients and employers while contributing to company growth and revenue. Eager to leverage my skills in technical support and customer-facing roles to achieve mutual success in a challenging, growth-oriented environment.
Overview
7
7
years of professional experience
Work History
Technical Support Advisor
Conduent
10.2024 - Current
- Provide remote technical support to a wide range of clients, troubleshooting software, hardware, and connectivity issues
- Maintain high customer satisfaction through clear communication and efficient problem-solving techniques
- Collaborate with cross-functional teams to resolve complex technical issues and ensure prompt resolution
- Assist in identifying and implementing process improvements to enhance service delivery and operational efficiency
Mobile Expert
T-Mobile
11.2023 - 10.2024
- Delivered personalized customer service and expert advice on mobile devices, plans, and services, ensuring clients received tailored solutions for their needs
- Exceeded sales targets by recommending relevant products and services, contributing to overall store growth
- Acted as a resource for troubleshooting mobile device issues and addressing customer inquiries regarding billing and account management
- Maintained up-to-date knowledge of industry trends and new mobile technology to offer the best solutions to customers
Video Specialist / Retention Representative
AT&T/DirecTV
04.2022 - 10.2023
- Worked closely with customers to resolve technical issues and improve their service experience with AT&T and DirecTV
- Successfully managed retention efforts, handling escalated customer concerns and offering solutions that minimized churn and maximized satisfaction
- Enhanced customer engagement by offering tailored product bundles and promotions based on individual preferences and needs
- Delivered high-quality support for video services, including troubleshooting issues with streaming, device setup, and signal issues
Advanced Technical Support / IT Specialist
NRTC (National Rural Telecommunications Cooperative)
05.2019 - 04.2023
- Provided advanced technical support to rural broadband customers, focusing on networking, hardware, and software issues
- Assisted customers in optimizing their internet and networking setups to ensure maximum performance and reliability
- Coordinated with engineering teams to address complex technical problems and implement effective solutions
- Managed IT support tasks for internal systems, maintaining uptime and resolving technical challenges to improve operational efficiency
Shift Manager
Burger King
12.2017 - 05.2019
- Supervised daily operations of a fast-paced restaurant environment, ensuring smooth service and customer satisfaction
- Managed a team of staff, including scheduling, training, and performance management
- Ensured compliance with health and safety regulations, delivering consistent food quality and customer experience
- Drove sales through upselling and promotional efforts, while maintaining inventory and reducing waste
Education
BBA - Computer And Information Systems
Athens State University
Athens, AL05-2026
Skills
- Hardware/Software troubleshooting
- Network configuration
- Remote support
- IT troubleshooting
- Conflict resolution
- Empathy
- Clear communication
- Active listening
- Upselling
- Relationship building
- Customer loyalty
- Account management
- Creative solutions
- Attention to detail
- Critical thinking
- Microsoft Office Suite
- Salesforce
- Zendesk
- Ticketing systems
- CRM software
- Ticket management
- Application support
- Network diagnostics
- Persuasion strategies
- Client segmentation
- Retention marketing
Timeline
Technical Support Advisor
Conduent
10.2024 - Current
Mobile Expert
T-Mobile
11.2023 - 10.2024
Video Specialist / Retention Representative
AT&T/DirecTV
04.2022 - 10.2023
Advanced Technical Support / IT Specialist
NRTC (National Rural Telecommunications Cooperative)
05.2019 - 04.2023
Shift Manager
Burger King
12.2017 - 05.2019
BBA - Computer And Information Systems
Athens State University
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