Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Quote
Websites
Certification
Languages
Timeline
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Chieyann E. Miller

Durham,NC

Summary

Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.

Overview

13
13
years of professional experience

Work History

ECN Project Specialist

Cisco/TekSystems
RTP, USA
08.2021 - Current
  • First point of contact for customer calls
  • Provide support to customers via telephone, email, and chat
  • Assist customer in opening new service request for Cisco products and related technical support
  • Frequently multi-task while working on problems of varying complexity where analysis requires research of Cisco part numbers and associated components
  • Research customer contracts and profiles during live phone conversations
  • Re-direct Cisco customers, via telephone to the appropriate department within CNS or Cisco
  • Initial triage for issues requiring escalations to T2 and T3 technical support and other internal support organizations within ECN and/or Cisco
  • Take initiative and produce results while collaborating effectively with a talented team environment
  • Help with entitlement issues, re-queuing cases, submitting Return Material Authorization (RMA)

Senior I.T. Support Analyst

HCL
Cary, USA
09.2019 - 08.2021
  • Troubleshoot client software and basic network connectivity problems
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/Skype for customer's end users
  • Client based application provisioning
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), Rejected resolutions/Reopen cases
  • Escalate complex problem to appropriate support specialists
  • User account modification for Active Directory
  • Modified and/or created Exchange Distribution lists
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's
  • Client specific provisioning for users and suppliers worldwide
  • ITAR Compliant

Customer Service and Benefits/Payroll Trainer

Teletech@Home
Englewood, USA
08.2011 - 06.2017
  • Served as a Trainer and Chat coach for most line of business with ADP and Bestbuy.com
  • Managed agent clock-in and out within Kronos and processed voluntary and involuntary terminations with a Human Capital Representative
  • Managed and guided customer orders through client BBY Express Kiosks, Guided customers with placing, canceling, and modifying online orders and in store orders
  • Assisted sales departments in placing orders and up sell
  • Tracked online shipping and in store orders and modified orders per customer’s request
  • Monitored end of day reports, class tech issues, created team meeting utilizing WebEx and submitted Coaching Action Plans (CAPS) when needed
  • Facilitated T3 Meetings (train the trainer), trained conversion classes, also new employees working from home and brick & mortar in two states Kentucky and Virginia
  • Facilitated Orientations and Training of 35+ new agents on client specific system use and functionality, how to handle customer calls and technical issues within said system
  • Assisted trainees with technical support issues whether it’s walking them through by phone the process of getting through the vpn, joining WebEx meeting or once they are within the vpn and need to change the setting on the VOIP phone so that they can call into the meeting by that versus their cellular

Education

Information Technology Systems Administrator Certificates -

MyComputerCareer
Raleigh, NC
02.2019

Skills

  • 10 years of customer service
  • Training & Development
  • Critical Thinking
  • Customer Service
  • Cross-functional team management
  • Team building
  • Multitasking Abilities
  • Technical understanding
  • Reliability
  • Time management abilities
  • Problem-solving abilities

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balancePersonal development programsWork from home optionPaid time offPaid sick leaveHealthcare benefitsCompany Culture401k match

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Certification

MCP

MTA Security Fundamentals

MTA Mobility and Device Fundamentals

MTA Network Fundamentals

Languages

English
Native language

Timeline

ECN Project Specialist

Cisco/TekSystems
08.2021 - Current

Senior I.T. Support Analyst

HCL
09.2019 - 08.2021

Customer Service and Benefits/Payroll Trainer

Teletech@Home
08.2011 - 06.2017

Information Technology Systems Administrator Certificates -

MyComputerCareer

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Chieyann E. Miller