Connie Henderson
Douglasville,GA
Summary
Dedicated and passionate customer support representative for over 12+ years of exceptional service by helping others, paying attention to detail and resolving inquiries efficiently. I have a great sense of time management. Seeking career advancement to contribute to a positive customer experience and success of the organization.
Overview
12
12
years of professional experience
Work History
Customer Technical Associate
Wolters Kluwer Tax & Accounting
Kennesaw, Georgia
11.2025 - Current
- Provided technical support pertaining to individual, fiduciary, partnership and corporate/business returns in tax software to enhance user experience.
- Assisted clients in effectively navigating tax compliance tools and resources through GoTo Assist remote sessions, improving user satisfaction.
- Managed daily inbound calls, ensuring effective communication with clients in a fast-paced setting.
- Managed company chats and data history for all return types and tax years, ensuring timely follow-up resolutions.
- Collaborated with teams including Account Services and the Technical department to troubleshoot software issues and implement solutions.
- Conducted training sessions with new hire employees over Microsoft Teams on new software features and updates.
- Analyzed client feedback to improve product functionality and usability through Salesforce.
- Maintained documentation in Salesforce and HCL databases for processes and user guidelines for reference.
- Facilitated client communication with development teams on electronic filing statuses and requests, enhancing service responsiveness.
Deployment Support Representative
Michelin Connected Fleet
Atlanta, GA
01.2024 - 07.2025
- Oversaw 100+ inbound technician calls weekly to validate and commission GPS units, enhancing operational efficiency using Salesforce.
- Successfully integrated 50+ camera IDs into Marcus accounts for Surfsight and Smart Witness customers, enhancing tracking efficiency; compiled and analyzed 100+ live screenshots monthly enhancing accuracy of VINS and license plate data.
- Led collaboration with Hardware Support to enhance device scripting; transitioned 95% of validated cases to awaiting invoice status, ensuring all service metrics and job briefings were completed.
Customer Support Representative
Michelin Connected Fleet
Atlanta, GA
02.2023 - 01.2024
- Managed 30+ inbound calls and emails daily, boosting customer satisfaction ratings by 15% and reducing response time by 20%.
- Proactively investigated and resolved an average of 150 customer inquiries monthly regarding order status and product knowledge using CRM systems.
- Provided exceptional support to clients through various communication channels.
- Resolved customer inquiries using CRM software and troubleshooting techniques.
- Collaborated with teams to improve customer service processes and workflows.
Help Desk Coordinator
Brown & Caldwell
Atlanta, GA
05.2022 - 01.2023
- Utilized remote tools such as TeamViewer and Quick Assist to resolve technical issues; escalated software issues to the appropriate team for investigation purposes.
- Transformed licenses for 100+ BC employees in Active Directory, reducing processing time by 30% and ensuring 100% compliance.
- Successfully installed drivers for over 50 devices and facilitated warranty replacements with Dell, enhancing equipment reliability using multiple communication channels.
Tier II Service Desk Analyst
DISYS
Sandy Springs, Georgia
09.2020 - 12.2021
- Managed the Service Desk mailbox, boosting response time by 30% through efficient email triage; trained 10 Tier I agents on enhanced call handling processes.
- Proactively followed up on 30+ technical requests related to Adobe and Visio, resolving issues within 24 hours.
- Coordinated and developed onboarding materials including registration of 150+ company-issued Androids and IPhones ensuring compliance with the company policy.
Tier I Service Desk Analyst, Queue Manager
DISYS
Sandy Springs, Georgia
09.2018 - 09.2020
- Efficiently handled 200+ tickets in ServiceNow monthly using multiple communication channels including Skype & MS Outlook; facilitated RSA console setup by creating and sharing a QR code.
- Managed over 45 weekly inbound calls for Amtrak staff, assisting with password resets in Active Directory, VPN certificates, server and network issues improving resolution times by 25% through timely responses and targeted Knowledge Base resources.
- Delivered technical support for hardware and software issues across multiple platforms.
- Managed incident tickets using IT service management tools for efficient resolution.
- Collaborated with team members to troubleshoot and resolve user-reported problems.
Client Service Representative
First Data
Canton, GA
07.2016 - 09.2018
- Conducted over 50 client meetings monthly, enhancing service delivery for Bank of America merchants by 25%; provided assistance with troubleshooting digital scanner errors and paper jams.
- Managed 200+ accounts including transactions and online banking inquiries, enhancing customer satisfaction through timely updates.
- Assisted clients with account inquiries and service-related questions.
- Processed client transactions efficiently using proprietary software systems.
- Coordinated communication between clients and internal departments for issue resolution.
Quality Analyst
Xerox Corporation
Madison, MS
11.2014 - 03.2016
- Facilitated side by side sessions to floor agents during live calls for evaluation purposes providing timely follow-ups with management, enhancing reporting efficiency by 20%.
- Optimized filing systems for confidential information, enhancing retrieval speed.
- Conducted quality assessments on products and services for Xerox Corporation.
- Developed and maintained quality assurance documentation and reports.
- Collaborated with cross-functional teams to identify quality improvement opportunities.
Education
Associate Degree - Applied Science/Small Business
DeVry University
Decatur, GASkills
- Salesforce
- Customer Service
- Technical troubleshooting
- ServiceNow
- Microsoft Office Suite
- Problem-solving
- Communication
- Tax software support
- Software implementation
- Remote technical support
Skills
- Salesforce
- Customer Service
- ServiceNow
- Microsoft Office Suite
- Problem-Solving
- Software implementation
- Technical troubleshooting
- Organization
- Communication
- Collaboration
References
References available upon request
Timeline
Customer Technical Associate
Wolters Kluwer Tax & Accounting
11.2025 - Current
Deployment Support Representative
Michelin Connected Fleet
01.2024 - 07.2025
Customer Support Representative
Michelin Connected Fleet
02.2023 - 01.2024
Help Desk Coordinator
Brown & Caldwell
05.2022 - 01.2023
Tier II Service Desk Analyst
DISYS
09.2020 - 12.2021
Tier I Service Desk Analyst, Queue Manager
DISYS
09.2018 - 09.2020
Client Service Representative
First Data
07.2016 - 09.2018
Quality Analyst
Xerox Corporation
11.2014 - 03.2016
Associate Degree - Applied Science/Small Business
DeVry University