Dakorion Willis
Greenville,NC
Summary
Customer-oriented professional with a strong technical skill set. Committed to daily improvement in cybersecurity skills, achieving a 1% enhancement consistently. Proven ability to address client needs while leveraging technical expertise to deliver effective solutions.
Overview
4
4
years of professional experience
Work History
Level II Technical Support Advisor (iOS & Mac)
Concentrix
08.2023 - Current
- Provide high-level technical assistance for devices including iOS, Mac, and PCs.
- Resolve complex issues related to connectivity, app performance, and user profiles, achieving a 23% increase in customer satisfaction.
- Utilized internal ticketing systems to manage and prioritize support requests, meeting SLAs and tracking progress.
- Maintain a 98% quality score and 93% customer satisfaction rating through consistent troubleshooting and empathetic customer support.
- Collaborates with internal teams to enhance the knowledge base and update troubleshooting methods for devices.
Customer Support Specialist
Sedgwick
01.2022 - 05.2023
- Managed high-volume data entry tasks, processing an average of 53 claims per day with a 98% accuracy rate, ensuring integrity and accuracy.
- Utilized Microsoft Office tools to generate and review performance reports and customer interactions, ensuring consistency with reporting standards.
- Effectively documented and tracked customer complaints within the internal database system, ensuring that all issues were resolved in a timely manner, contributing to a more seamless experience for clients.
Education
Bachelor of Science - Criminal Justice
Fayetteville State University
12-2022
Skills
- MacOS (Proficient)
- Windows OS (Skillfull)
- Linux (Novice)
- Kali Linux (familar)
- AWS (familiar)
- TCP/IP (Novice)
- Active Directory (familiar)
- IAM (Novice)
- IOS (Proficient)
- Scripting (Novice)
Timeline
Level II Technical Support Advisor (iOS & Mac)
Concentrix
08.2023 - Current
Customer Support Specialist
Sedgwick
01.2022 - 05.2023
Bachelor of Science - Criminal Justice
Fayetteville State University
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