Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diamonte Wheeler

Arlington

Summary

Technical Support Specialist Offering 7+ years of progressive experience and proven leadership skills to growing organization. Professional with strong experience in customer support, prepared for this role. Skilled in conflict resolution, communication, and technical troubleshooting. Focused on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable and approachable, with knack for building rapport and resolving client issues efficiently.

Overview

13
13
years of professional experience

Work History

Customer Support Associate

CoreLogic
03.2024 - Current
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Walked individuals through basic troubleshooting tasks.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.

Senior Process Associate

GENPACT
07.2021 - 02.2024
  • Answer customers' questions, and explain available services such as deposit accounts, bonds, and securities;
  • Compile information about new accounts, enter account information into computers, and file related forms or other documents;
  • Execute wire transfers of funds; Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken;
  • Refer unresolved customer grievances to designated departments for further investigation;
  • Assisted customers with product selection and ordering processes via live chat;
  • Analyzed trends in customer feedback data from live chats; Guided customers through troubleshooting via chat or email sessions;
  • Utilized Microsoft Office Suite for various tasks related to data entry work; Created spreadsheets using formulas, functions and formatting techniques for accurate data analysis results.
  • Monitored accounts for suspicious activities, such as large transfers or sudden changes in spending habits.
  • Collected evidence from customers and other sources to build a case against fraudulent activities.
  • Reviewed customer records and documents to detect irregularities or inconsistencies.
  • Assisted in developing internal policies related to fraud detection and prevention measures.

Customer Service Representative

ACCENTURE
03.2020 - 06.2021
  • Answer applicants' questions about benefits and claim procedures;
  • Interpret and explain information such as eligibility requirements, application details, payment methods, and applicants' legal rights; Keep records of assigned cases, and prepare required reports;
  • Provide applicants with assistance in completing application forms such as those for job referrals or unemployment compensation claims.
  • Assisted customers with technical issues on a wide range of products and services via live chat.
  • Provided technical support to customers through live chat and email.
  • Answered customer inquiries via live chat in a timely and professional manner.

Customer Service Representative

BANK OF AMERICA
01.2019 - 02.2020
  • Investigate and correct errors upon customers' request, according to customer and bank records; Process loan applications;
  • Collect and record customer deposits and fees, and issue receipts; Refer customers to appropriate bank personnel to meet their financial needs;
  • Perform teller duties as required.

Customer Technical Support

BRINKS HOME SECURITY
05.2016 - 12.2018
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support;
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities;
  • Answer user inquiries regarding computer software or hardware operation to resolve problems;
  • Oversee the daily performance of computer systems.

Production Lead

NEUBUS INC
05.2012 - 04.2016
  • Manage and maintain executives' schedules;
  • Process payroll information; Set goals and deadlines for the department;
  • Hire and terminate clerical and administrative personnel;
  • Process paperwork for new employees and enter employee information into the payroll system;
  • Verify attendance, hours worked, and pay adjustments, and post information onto designated records;
  • Process and issue employee paychecks and statements of earnings and deductions.
  • Compiled data from timesheets and other records to determine hours worked and pay rate.
  • Verified accuracy of timekeeping records to ensure compliance with federal and state regulations.
  • Resolved discrepancies in employee payments and benefits calculations.
  • Maintained accurate records of all payroll transactions.

Education

High School Diploma -

James Bowie High School
Arlington, TX

Skills

  • Client Payroll
  • Data Entry
  • ACH Initiation and Tracking
  • Reviews and Escalations
  • Data Imports
  • Federal Regulations
  • Financial Transactions
  • Live Person Experience
  • Technical troubleshooting
  • Remote support
  • Customer support
  • Remote diagnostics
  • Telecommunications
  • Application support
  • Issue research
  • Security protocols
  • Accurate documentation
  • User training

Timeline

Customer Support Associate

CoreLogic
03.2024 - Current

Senior Process Associate

GENPACT
07.2021 - 02.2024

Customer Service Representative

ACCENTURE
03.2020 - 06.2021

Customer Service Representative

BANK OF AMERICA
01.2019 - 02.2020

Customer Technical Support

BRINKS HOME SECURITY
05.2016 - 12.2018

Production Lead

NEUBUS INC
05.2012 - 04.2016

High School Diploma -

James Bowie High School

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Diamonte Wheeler