Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Dezarae Barnes

Houston,TX

Summary

Dynamic Customer Support Specialist with a proven track record at Fiserv, excelling in software troubleshooting and technical support. Recognized for enhancing system performance and achieving KPIs through effective problem resolution and empathetic customer engagement. Adept at multitasking and fostering strong client relationships to drive satisfaction and loyalty. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Fiserv
Houston, TX
01.2024 - Current
  • Updated or installed software for customers to ensure computer efficiency.
  • Monitored application health metrics such as error rates, latency, throughput, and took corrective action when necessary.
  • Connected with clients to identify needs and provide helpful solutions.
  • Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
  • Monitored equipment function to verify conformance with specifications.
  • Identified opportunities to improve system performance, scalability, and reliability.
  • Maintained detailed records of all accounts receivable transactions.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
  • Maintained composure and patience of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Resolved technical queries related to product features, functionality, installation and configuration of software applications.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Provided technical support to customers via phone, and remote access tools.
  • Established continuous improvement initiatives to achieve KPIs.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Conducted remote sessions using remote access tools to investigate system errors.

Computer Technician

Asurion
Houston, US
11.2019 - 12.2024
  • Remote tech support
  • Anti-virus & malware support
  • Software installation and configuration for popular customer-purchased Windows-based applications
  • Maintenance and optimization for your Mac or PC
  • Device security checkups and tests, virus scans, malware removal, and firewall updates
  • Wireless network setup and troubleshooting
  • Email setup and troubleshooting (single email provider for tablets and smartphones to retrieve multiple email accounts)
  • Port forwarding for modems or routers
  • Basic setup and tutorial for a single iTunes account, LinkedIn, Facebook, Twitter, and other social media accounts
  • Routers, smartphones, computers, printers, smart TVs, tablets, gaming systems, music systems, security, home automation products and other accessories
  • Chat support on incoming online tech support & question
  • Detected and corrected error messages within software and hardware reporting systems.
  • Troubleshot devices to identify and solve issues with hardware or software performance.
  • Assessed customer needs and provided advice on appropriate products or services.
  • Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives, memory modules.

Data Entry Clerk/Customer Service Representative

Sirius Xm
09.2018 - 09.2019
  • Calling out setting up customize channel guide, Sending out refresh signals
  • Taking Credit Card Payments
  • & Reminding New customers Of their free trail
  • Established method to consolidate client data from multiple sources and eliminate duplicate data to streamline processes and increase departmental efficiencies
  • Gather monthly client feedback survey results, record data into database, and create detailed reports to illustrate trends, projections, and successes
  • Analyzed customer orders to identify errors and omissions, taking appropriate action to verify and retrieve critical account data

Chat Support Specialist

CSAT
Houston, US
11.2016 - 09.2018
  • Maintained records of customer interactions and transactions accurately in the database system.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Suggested improvements in the current workflow processes based on user feedbacks.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Monitored online chats for any potential spam or inappropriate content from users.
  • Provided timely, accurate and professional customer service to all clients.
  • Followed up with customers after providing assistance to ensure satisfaction levels were met.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Generated reports summarizing daily activities and sent them out periodically.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

CSR

Conduent
Houston, US
04.2017 - 11.2017
  • Company Overview: SEASONAL POSITIONS) Insurance company
  • Processing members prescriptions & sending them out through mail order, also enrolling new members
  • Making sure every call is a one call resolution
  • Learned typing skills
  • Learned to use 15 different government systems
  • Learned about coverage determine with prescriptions
  • Learned to sell insurance (sliver script ) medicare part d s
  • SEASONAL POSITIONS) Insurance company

Cashier

Target
Houston, US
10.2014 - 04.2015
  • Maintained consistent accuracy of cash register, made sure all payment transactions were correct and proficient
  • Checked out customers purchases quickly, ensuring accurate prices codes, discounts and provided efficient customer service
  • Took initiative during slow times to re-stock, or other tasks assigned by the supervise
  • Provided great customer service and answered any questions they had
  • Use sales tactics to reach a goal of selling red cards
  • Stocked food and accessories
  • Carefully handled transactions
  • Trained new employees on the cash register
  • Provided great customer service

CSR

Geek Squad
Houston, US
09.2013 - 06.2014
  • Scheduling/ Rescheduling in home appointments
  • Taking Payments To Renew Basic
  • Trouble Shooting For Computers
  • Trouble Shooting For Anti- Virus
  • Selling Geek Squad Protection Plan
  • Collecting payments
  • Accomplishments Casing calls, making sure i show empathy & Sympathy and get great feed back
  • Scheduled/Confirmed Appointments
  • Created New patient accounts/Charts
  • Mail and fold New/Recall patient mailers
  • Update all returned mail
  • Enter requisitions
  • Attach results and requisition
  • Back up operator
  • Skills Used Type at a fast pace and, speak professional
  • Developed strong customer relationships to encourage repeat business.
  • Researched required information using available resources.
  • Assisted customers with product selection based on their needs and preferences.

Education

High School Diploma -

Rothbarn Academy
Houston, TX
06.2013

Skills

  • Keyboarding
  • Software Troubleshooting
  • Network Support
  • Technical Support
  • Computer Networking
  • Microsoft Windows
  • Microsoft Windows Server
  • DNS
  • Desktop support
  • Operating systems
  • Active Directory
  • LAN
  • Disaster Recovery
  • Network Monitoring
  • Microsoft Exchange
  • Network Administration
  • Remote assistance
  • Performance optimization
  • System diagnostics
  • Conflict resolution
  • Data entry
  • Payment processing
  • Call center operations
  • System analysis
  • Account administration
  • Highly professional
  • Empathy and patience
  • Friendly and patient
  • Adaptability
  • Adaptability and flexibility
  • Team building
  • Problem-solving abilities
  • Multitasking Abilities
  • Remote support
  • Network connectivity
  • Technical troubleshooting
  • Problem resolution
  • Documentation accuracy
  • Process improvement
  • Technical diagnostics
  • Call center experience

Certification

MED D, Present

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Customer Support Specialist

Fiserv
01.2024 - Current

Computer Technician

Asurion
11.2019 - 12.2024

Data Entry Clerk/Customer Service Representative

Sirius Xm
09.2018 - 09.2019

CSR

Conduent
04.2017 - 11.2017

Chat Support Specialist

CSAT
11.2016 - 09.2018

Cashier

Target
10.2014 - 04.2015

CSR

Geek Squad
09.2013 - 06.2014

High School Diploma -

Rothbarn Academy

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Dezarae Barnes