Dinitria Blackburn
Tuscaloosa
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
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Tier 2 Technical Support Specialist
Asurion
Nashville
05.2018 - 09.2025
- Collaborated with cross-functional teams to enhance customer service processes.
- Documented support cases and solutions in the ticketing system accurately.
- Assisted in training new team members on technical support procedures.
- Provided feedback to management on product performance and customer concerns.
- Maintained up-to-date knowledge of company products and services regularly.
Customer Service Representative
Teleperformance
San Francisco
06.2019 - 09.2022
- Resolved customer inquiries through phone and chat support.
- Assisted customers with account issues and billing questions.
- Maintained accurate records of customer interactions in CRM system.
- Provided product information and troubleshooting assistance to customers.
- Handled escalated complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Education
Associate of Arts -
Shelton State Community College
Tuscaloosa, AL 01.2001 - 05.2003
Skills
- troubleshooting hardware
- network configuration
- customer relationship management
- ticketing system management
- product knowledge
- issue resolution
- technical documentation
- team collaboration
- quality assurance
- process improvement
- problem solving
- effective communication
- customer engagement
- time management
- ITIL framework
- Software installation
- Data recovery
Timeline
Customer Service Representative
Teleperformance
06.2019 - 09.2022
Tier 2 Technical Support Specialist
Asurion
05.2018 - 09.2025
Associate of Arts -
Shelton State Community College
01.2001 - 05.2003