Darlene King
Bradenton,FL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Analyzing and critically thinking about effects of solution on business and the customer.
Overview
3
3
years of professional experience
Work History
Senior Technical Support Specialist
Verizon Wireless
07.2021 - Current
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Completed follow-ups to ensure solutions during previous calls resolved issues and to ensure customer satisfaction to prevent multiple callbacks.
- Responded to customer inquiries and provided technical assistance through inbound calls.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Removed malware, ransomware, and other threats from mobile devices, tablets and laptops.
- Provided tailored solutions customers' needs that include education about value offered through plans and services.
- Tested solutions with customers to confirm issues have been completely resolved.
- Exceeded performance goals in resolving issues and increasing company value yearly.
Transition Coach
Verizon Wireless
08.2022 - 11.2022
- Supported new hire Tier 1 technical support representatives during new hire stage, training and transition to taking live calls.
- Partnered with new hire Supervisors to determine solutions for administration issues representatives encountered.
- Provided performance goals and completed 'Kick Start' meetings for new reps to explain performance and successful behaviors.
- Created work flows in Slack chat for more efficient requests to assist new representatives whilst taking live calls.
- Provided critical business updates, alerts, memos to ensure awareness of business/customer issues.
- Appointed Point of Contact whilst team Supervisor was out of Office.
- Expert experience with work tools such as customer account management program, Google Suite programs, Microsoft Office, and Verizon Wireless diagnostic tools and database/records to ensure accurate billing and provisioning.
- Facilitated debriefs to talk about calls and how to better resolve issues representatives came across that day.
Customer Care Representative
Verizon Wireless
10.2020 - 06.2021
- Investigated and resolved customer inquiries and complaints quickly and efficiently.
- Responded to customer needs through excellent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Conducted follow-ups as promised to ensure issue resolution and overall satisfaction.
- Consistently exceeded performance metrics for speed of resolution, customer satisfaction and sales goals.
- Always utilized work tools to provide correct information to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained up-to-date knowledge of product and service changes.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Arts - Mass Communications
University of South Florida
Tampa, FL05.2014
High School Diploma -
East Ridge High School
Chattanooga, TN05.2009
Skills
- Microsoft Windows and Office
- Defect Analysis, troubleshooting and Resolution
- Networking and Wi-Fi
- Security Standards
- Application Troubleshooting
- Remote Assistance
- Efficient Service
- Diagnose Faults
- Issue Resolution
- Customer Service
- Diagnosis and Troubleshooting
Timeline
Transition Coach
Verizon Wireless
08.2022 - 11.2022
Senior Technical Support Specialist
Verizon Wireless
07.2021 - Current
Customer Care Representative
Verizon Wireless
10.2020 - 06.2021
Bachelor of Arts - Mass Communications
University of South Florida
High School Diploma -
East Ridge High School
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