Cherri' Brown
Columbia,SC
Summary
. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
12
12
years of professional experience
Work History
CSR
Paper Alternative
12.2022 - 09.2023
- Evaluated technical problems using the company's troubleshooting resolution tree while leveraging my personal expertise to find appropriate solutions.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Created user accounts and assigned permissions.
Service Desk Coordinator
Spectrum
02.2021 - 08.2022
- Provide individual instructions and/or training to users on new or updated technology within line of business
- Maintain and update record keeping system including documenting projects and upcoming create and log trouble tickets for escalation purposes in remedy ticket system
- Troubleshoot and solve common issues such as password resets, hardware and software installations, and setup of equipment
- Perform routine technical assistance and maintenance duties
- Engage with peers to identify workarounds which help customers achieve functional goals
- Provide second level pos store technical support to Spectrum team members with first call resolutions.
Customer Support Representative
MAXIMUS
01.2020 - 01.2021
- Handle customer service inquires and problems via telephone, recording consistent problems, responding to email traffic
- Uses a computerized system for tracking information gathering, and/or troubleshooting
- Keep accurate records of customer interactions and corresponding cases
- Counsel customers on Internal Revenue policies and procedures
- Handled inbound contacts and determined level of escalation.
Education
High School Diploma -
W J Keenan High School
Columbia, SC01.2002
Skills
- Remote Desktop Administration
- Data entry
- Account management
- Technical Support
- Microsoft Excel
- POS Systems Expert
- Microsoft Outlook
- CRM Software
Timeline
CSR
Paper Alternative
12.2022 - 09.2023
Service Desk Coordinator
Spectrum
02.2021 - 08.2022
Customer Support Representative
MAXIMUS
01.2020 - 01.2021
High School Diploma -
W J Keenan High School
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