Summary
Overview
Work History
Education
Skills
Timeline
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Christina Polk

Houston,TX

Summary

Personable and dedicated Customer Service Representative with extensive experience in Remote Customer Service, Technical Support and Financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Dependable Tech Support Agent with 15 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

16
16
years of professional experience

Work History

Technical Support Specialist

Arise
Houston, TX
03.2021 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Set up and activated customer accounts.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Served as first point of contact for incoming technical service calls and emails.
  • Collaborated with other departments such as sales, marketing, engineering., as required.
  • Used remote login tools to assist clients with technical and product questions.
  • Monitored support activity trends to create problem resolution and solution reports.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Consulted with clients on installed machine security applications and devices to recommend further safety measurements.
  • Documented and updated case notes for each customer and work order.
  • Installed and configured hardware, software and peripheral components such as printers, scanners and routers.

Certified Nursing Assistant

Krucial Staffing
Edinburg, TX
08.2020 - 03.2021
  • Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
  • Monitored vital signs including blood pressure, pulse rate, respiration rate.
  • Took temperature readings orally or rectally as instructed by the RN or MD.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
  • Documented and reported observations of patient behavior, complaints or physical symptoms to nurses.
  • Shaved and draped patients to prepare for surgery, treatment or examination.

Financial Services Representative

Primerica
Lafayette , LA
04.2010 - 12.2020
  • Maintained up-to-date knowledge of current economic conditions and their impact on the markets.
  • Identified potential areas of concern or improvement within a client's portfolio.
  • Educated and counseled clients about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
  • Generated detailed quotes for prospective customers based on their requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Identified cross-selling opportunities through analysis of customer data.
  • Educated clients on the features of various insurance products and services.
  • Promoted business to increase customer base and grow revenue.
  • Assisted clients with planning for and funding retirements using mutual funds and other strategies.
  • Increased assets under management by offering investment and insurance solutions to clients.
  • Analyzed wills, insurance policies and corporate contracts for potential financial risks and opportunities for improvement.

Technical Support Representative

KrucialNucomm International
Lafayette , LA
08.2007 - 05.2010
  • Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Monitored all incoming emails, phone calls and online chats promptly.
  • Utilized customer service software to track inquiries and document solutions provided to customers.
  • Conducted quality assurance reviews on completed transactions.
  • Processed orders, forms, applications and requests in accordance with established procedures.
  • Responded to customer inquiries via telephone, email and chat.
  • Created detailed reports for customer service related issues.
  • Delivered step-by-step instructions to clients on navigating system and explained self-service options.
  • Worked with customers while accessing, reading and inputting information into numerous applications.
  • Created user accounts, managed passwords, configured access rights, and provided training when necessary.
  • Monitored performance of computer systems and networks to ensure proper operation.

Education

High School Diploma -

Northside High School
Lafayette, LA
05.2007

Some College (No Degree) - Accounting And Computer Science

South Louisiana Community College
Lafayette, LA

Skills

  • Salesforce, Google Workspace/ G-Suite, Microsoft Office 365 (Excel,Word, Powerpoint) LinkedIn Sales Navigator
  • Remote Technical Assistance
  • Customer Service
  • Technical Troubleshooting
  • Remote Desktop Assistance
  • Hardware and Software Support
  • Network Connectivity
  • Documentation and Knowledge Base Management
  • Operating System Installation and Configuration
  • Active Directory Management
  • Communication Skills
  • Problem Solving
  • Information Protection
  • Application Installations
  • Appointment Scheduling
  • Technical Troubleshooting
  • Antivirus Software
  • Call Center Operations
  • Account Management
  • Microsoft Outlook
  • LAN/WAN

Timeline

Technical Support Specialist

Arise
03.2021 - Current

Certified Nursing Assistant

Krucial Staffing
08.2020 - 03.2021

Financial Services Representative

Primerica
04.2010 - 12.2020

Technical Support Representative

KrucialNucomm International
08.2007 - 05.2010

High School Diploma -

Northside High School

Some College (No Degree) - Accounting And Computer Science

South Louisiana Community College

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Christina Polk