Dayana Nelson
Stedman,NC
Summary
Resourceful Tier 2 Technical Support Specialist known for high productivity and efficient task completion. Possess specialized skills in advanced troubleshooting, network diagnostics, and customer service management. Excel in problem-solving, communication, and adaptability, ensuring swift resolution of complex technical issues while maintaining positive client interactions.
Overview
23
23
years of professional experience
Work History
Tier 2 Technical Support Specialist
Firstsource Solutions
Colorado Springs, CO
02.2024 - Current
- Analyzed customer inquiries and identified solutions for technical issues.
- Assisted customers with installation and configuration of software products.
- Provided technical support to customers and providers via phone and email.
- Provided technical support to customers via phone, email, and chat.
Shift Manager
AAFES Exchange
Fort Sill, OK
03.2021 - 03.2022
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Monitored store operations to ensure compliance with company policies and procedures.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
Customer Service Representative
Firstsource Solutions
Colorado Springs, CO
11.2017 - 10.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Server
Coyote Canyon
Topeka , KS
08.2011 - 07.2012
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
Customer Service Representative
HP/ KS Healthwave
Topeka , KS
12.2010 - 07.2012
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Conferred with customers by telephone or in person to provide information about products or services.
Customer Service Representative
Maximus Inc.
Topeka , KS
11.2006 - 12.2010
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
Customer Service Representative
TeleTech Holdings
Topeka , KS
04.2002 - 04.2004
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Updated system with order specifics and customer details, preferences, and billing information.
- Contacted customers about potential service upgrades, new services and account changes.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Mentored junior team members and managed employee relationships.
- Promoted available products and services to customers during service, account management and order calls.
Education
High School Diploma -
Highland Park High
Topeka, KS05-1999
Associate of Arts - Psychology
Fayetteville Technical Community College
Fayetteville, NCSkills
- Customer Support
- Scripting Languages
- Remote Technical Support
Accomplishments
- I have received top performer for the past two years with current company
- I have been mentioned by the client as someone reliable, and passionate about my job and the people I serve.
References
References available upon request.
Timeline
Tier 2 Technical Support Specialist
Firstsource Solutions
02.2024 - Current
Shift Manager
AAFES Exchange
03.2021 - 03.2022
Customer Service Representative
Firstsource Solutions
11.2017 - 10.2020
Server
Coyote Canyon
08.2011 - 07.2012
Customer Service Representative
HP/ KS Healthwave
12.2010 - 07.2012
Customer Service Representative
Maximus Inc.
11.2006 - 12.2010
Customer Service Representative
TeleTech Holdings
04.2002 - 04.2004
High School Diploma -
Highland Park High
Associate of Arts - Psychology
Fayetteville Technical Community College
Similar Profiles
Krishnaprabha SathishkumarKrishnaprabha Sathishkumar
Operations Manager at Firstsource SolutionsOperations Manager at Firstsource Solutions
Jaqueline RubioJaqueline Rubio
Patient Financial Advocate at Firstsource SolutionsPatient Financial Advocate at Firstsource Solutions
Mayank MishraMayank Mishra
Transition Manager at Firstsource SolutionsTransition Manager at Firstsource Solutions
Cynthia NowellCynthia Nowell
Prior Authorization Specialist at Firstsource SolutionsPrior Authorization Specialist at Firstsource Solutions
Aiyonna SwanAiyonna Swan
Associate at Panera BreadAssociate at Panera Bread