Summary
Overview
Work History
Education
Skills
Timeline
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Celissia Holmes

Miami,FL

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

23
23
years of professional experience

Work History

Tier 3 Automation Anayst

Verizon Wireless
05.2022 - Current
  • Generated reports to track performance and analyze trends.
  • Analyzed and developed service goals for in-bound call center.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Increased customer satisfaction ratings to 95% and higher.

Product Support Analyst

TracFone Wireless, Inc
05.2016 - 05.2022
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.
  • Researched and identified solutions to technical problems.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.

Carrier Analyst Automation

TracFone Wireless Inc
07.2007 - 05.2016
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Collaborated with upper management to drive strategy and implement new processes.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Offered input for complex documents to support client-ready final versions.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Customer Retention Specialist LNP

TracFone Wireless Inc
08.2006 - 07.2007
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Quality Assurance Analyst

TracFone Wireless, Inc
02.2005 - 08.2006
  • Adhered to standardized software quality assurance best practices, policies and processes.
  • Wrote and maintained detailed internal documentation on developed systems.
  • Created successful test scripts to manage automated feature testing,
  • Fixed identified issues to improve workflows.
  • Mentored and coached team members on QA topics and strategies.
  • Participated in requirements and used case reviews.
  • Developed reports and materials for key stakeholders related to quality goals, progress and challenges.

Carrier Operations Specialist

TracFone Wireless, Inc
10.2001 - 02.2005
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Tracked company equipment, tools and technology to manage inventory.
  • Collected, arranged, and input information into database system.
  • Analyzed department metrics and performance and reported findings to management.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Documented transactions, orders and expenditures to gather sales data and forecast financial needs.

Technical Support Specialist

TracFone Wireless, Inc
07.2001 - 10.2001
  • Documented support interactions for future reference.
  • Managed high levels of call flow and responded to customers technical support needs.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.

Customer Service Specialist

TracFone Wireless Inc
07.2000 - 07.2001
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

High School Diploma -

Miami Central Senior High School
Miami, FL
06.2005

Skills

  • Budget Administration
  • Workforce Management System Software
  • Contact Management Systems
  • Customer Satisfaction
  • Technical Support and Assistance
  • Operational Efficiency
  • Closing Procedures
  • Team Meetings
  • Problem Resolution
  • Constructive Feedback
  • Corrective Actions
  • Strategic Decision-Making

Timeline

Tier 3 Automation Anayst

Verizon Wireless
05.2022 - Current

Product Support Analyst

TracFone Wireless, Inc
05.2016 - 05.2022

Carrier Analyst Automation

TracFone Wireless Inc
07.2007 - 05.2016

Customer Retention Specialist LNP

TracFone Wireless Inc
08.2006 - 07.2007

Quality Assurance Analyst

TracFone Wireless, Inc
02.2005 - 08.2006

Carrier Operations Specialist

TracFone Wireless, Inc
10.2001 - 02.2005

Technical Support Specialist

TracFone Wireless, Inc
07.2001 - 10.2001

Customer Service Specialist

TracFone Wireless Inc
07.2000 - 07.2001

High School Diploma -

Miami Central Senior High School

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Celissia Holmes