Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Donavon Miller

Lenoir,NC

Summary

Solution-focused Technical Support Representative recognized for high productivity and efficient task completion. Skilled in troubleshooting, customer service, and technical documentation, consistently resolving complex issues with precision. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to enhance customer satisfaction and team collaboration.

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Overview

3
3
years of professional experience

Work History

Technical Support Representative

Concentrix
Hickory, NC
10.2023 - 11.2024
  • Updated customer information and account status in the database following each interaction.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Provided training and guidance to junior staff members as needed.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Performed regular maintenance checks on customers' systems.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Maintained positive working relationship with fellow staff and management.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Used remote login tools to assist clients with technical and product questions.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Followed up with customers via email or telephone as needed regarding account status or other inquiries.
  • Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
  • Assisted customers with product selection based on individual needs.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Managed multiple tasks simultaneously while adhering to strict deadlines.
  • Adhered to company policies and procedures while assisting customers with their needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Team Leader

Mcdonalds, PDI FOODS
Lenoir, NC
03.2022 - 10.2023
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Established clear team goals aligned with company objectives, tracking progress regularly.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Identified needs of customers promptly and efficiently.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Reviewed completed work to verify consistency, quality, and conformance.

Education

High School Diploma -

Stone Creek Academy
Lenoir, NC
05-2023

Skills

  • Call recordkeeping
  • Desktop support
  • Videoconferencing
  • Software diagnosis
  • Application support
  • Service support
  • Script adherence
  • Ticket support system management
  • Operating systems
  • Technical troubleshooting
  • User guidance
  • Complaint resolution
  • Account management
  • Call center operations
  • Appointment scheduling
  • Microsoft outlook
  • Issue troubleshooting
  • Decision-making
  • Customer service expert

Affiliations

  • Computer gaming
  • Game programming
  • Interactive games with family and friends
  • Website building
  • Hiking
  • Camping
  • Traveling

Timeline

Technical Support Representative

Concentrix
10.2023 - 11.2024

Team Leader

Mcdonalds, PDI FOODS
03.2022 - 10.2023

High School Diploma -

Stone Creek Academy

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Donavon Miller