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