Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Charity Burt

Richlands,NC

Summary

Hardworking and passionate job seeker with strong organizational skills eager to help team achieve company goals.

Overview

9
9
years of professional experience

Work History

Tech Support Representative/Software Assistant

ROI Solutions
Remote, Remote
12.2022 - Current
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed high levels of call flow and responded to CCH Axcess and ProSystem technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Documented support interactions for future reference.
  • Promoted efficiency among departments with prompt resolution of system issues.

Senior Assistant Help Desk Technician

DXC Technology Naval Shipyard
Bath, Maine
12.2019 - 09.2020
  • Provided level 1 technical support to users for computer related technical problems for users worldwide.
  • Answered help desk telephones, instant messages and emails for all assigned accounts.
  • Resolved issues and referred more complex technical problems through defined escalation process.
  • Logged and tracked inquiries using JIRA
  • Identified, evaluated, and prioritized customer problems and complaints
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Evaluated user problems, using personal expertise and probing questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Troubleshooted more than 1,000 users issues arising from VPN use during implementation of WFH during COVID 19

Customer Service Specialist

SaviLinx
Brunswick, Maine
02.2019 - 11.2019
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
  • Answered average of 100 calls per day, addressing customer inquiries, solving problems and providing product information

Pesticide Applicator

East Carolina Landscape Services
Atlantic Beach, North Carolina
05.2016 - 08.2016
  • Applied various pesticides and fertilizers to 100% of residential and commercial areas designated on route each day,
  • Inspected and reported condition of company trucks daily and performed basic maintenance and cleaning weekly.
  • Used proper PPE and safety protocols for personal health and safety of other staff.
  • Combined chemicals and mixed fertilizers, carefully observing all manufacturer instructions, to create proper mixtures and maintain safety
  • Treated areas with pesticides to alleviate bugs and other pests and destroy weeds
  • Identified lawn or plant diseases to determine appropriate course of treatment

Sales Associate

Alorica, North Carolina
Jacksonville, United States
09.2015 - 05.2016
  • Accurately recorded callers information.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise
  • Used tactics to upsell new and desired products.
  • Collaborated with company owners to improve standards.
  • Managed over 40 calls per day

Small package handler/Driver assistant

UPS
Jacksonville, North Carolina
08.2014 - 04.2015
  • Monitored outgoing packages for proper labels and accurate address information.
  • Attached identification materials to packages and envelopes for delivery tracking and sorting.
  • Distributed mail on foot to residences and businesses, delivering to approximately 200 customers per shift.
  • Sorted and placed mail into office boxes with high levels of accuracy.
  • Lifted and unloaded containers of parcels onto equipment for transportation to sort station.
  • Completed morning sort with expert picking and placement of packages.

Education

Bachelor of Science - Healthcare Management

Colorado Technical University
Online
09.2020

Skills

  • Answer Incoming Calls
  • Assist Customers
  • Call Center
  • Writing
  • Customer Service
  • Sales Experience
  • Computer Knowledge
  • Resolve Customer Issues
  • Performance Goals
  • Customer Satisfaction
  • Exceptional Customer Service
  • Inbound Customer Calls
  • Payment Arrangements
  • Phone Systems
  • Billing Systems
  • Job Shadowing
  • Policy Review
  • Technical Issues Analysis
  • PC Component Diagnostics
  • Call Center Operations
  • Issue Troubleshooting
  • Complaint Resolution

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Tech Support Representative/Software Assistant

ROI Solutions
12.2022 - Current

Senior Assistant Help Desk Technician

DXC Technology Naval Shipyard
12.2019 - 09.2020

Customer Service Specialist

SaviLinx
02.2019 - 11.2019

Pesticide Applicator

East Carolina Landscape Services
05.2016 - 08.2016

Sales Associate

Alorica, North Carolina
09.2015 - 05.2016

Small package handler/Driver assistant

UPS
08.2014 - 04.2015

Bachelor of Science - Healthcare Management

Colorado Technical University

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Charity Burt