DONDRECIA KNIGHT
Indianola,MS
Summary
Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Care Coordinator
Continuum
09.2024 - Current
- Took ownership of customers issues to follow problems through to resolution.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
Customer Service Call Center Agent
BrightWheel
10.2023 - 07.2024
- Demonstrated ability to work independently under minimal supervision while meeting daily objectives and goals set by senior staff members
- Implemented effective communication strategies with customers via phone calls, emails, live chat support
- Navigated multiple computer systems and applications and utilized search tools to find information
- Generated reports on customer interactions using CRM software programs such as Salesforce or Zendesk
- Assisted customers in navigating through the automated IVR system for self-service options when appropriate
- Monitored daily performance metrics such as call volume, average handle time, and first contact resolution rate, ensuring goals were consistently met.
Apple Technical Support Representative
Concentrix
08.2020 - 04.2021
- Utilized remote desktop software to diagnose customer's device issues quickly and accurately
- Upgraded operating systems and installed new applications remotely while ensuring data integrity
- Reviewed incoming tickets daily in order to prioritize responses based on urgency
- Collaborated with team members to resolve difficult cases or escalated issues that could not be solved independently
- Responded to emails, phone calls, and online chat requests from customers regarding product questions or concerns
- Explained complex technical information in an easily understandable manner for customers with varying levels of technical understanding.
Healthcare Customer Service Representative
Connexion Point
06.2018 - 05.2020
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Associate in Arts (A.A.) -
Coahome Community College
High School Diploma -
Gentry High School
05.2016
Skills
- Apple Product Expertise
- Software Diagnostics
- Operating System Proficiency
- Attention to Detail
- Organizational Skills
- Time Management
- Active Listening
- Problem Sensitivity
- Customer Service Excellence
- Hardware Repair Knowledge
- Advanced Troubleshooting
- Data Analysis
- Multitasking Abilities
- Adaptability
- Critical Thinking
- Conflict Resolution
- Product Demonstration
- Software Installation
- Computer Diagnostics
- Customer Needs Assessment
- Service Schedule Coordination
- Customer Service
- Kayako Support Ticketing System
- Service Desk Team Management
- Analytical Thinking
- Hardware and Software Configuration
- Computer System Diagnostics Software
- Teamwork and Collaboration
- Mac systems
- Friendly and Patient
- Technical Documentation
- Learning Agility
- Technical Problem Solving
- Flexibility
- Quality Control
- Workflow Optimization
- Hardware Configuration
- Online Chat Support
- VPN
- Dual Computers
- Data Entry
- Product Knowledge
- Inbound Phone Call Management
- Call Center Customer Service
- Customer Support
- Calm and Professional Under Pressure
- Multi-Line Phone Systems
- Professional Demeanor
- Remote Office Availability
- Direct Sales
- Call Documentation
- Computer Literacy
- Telephone Etiquette
- CRM Navigation
- Multitasking
- Call Center Operations
- Technical Support
- Customer Education
- Microsoft Office Suite
- CRM Software
- Computer Proficiency
- Clerical Support
- Prioritization
- Help Desk
Additional Information
References available upon request
Authorized to work anywhere in the US
Timeline
Healthcare Customer Care Coordinator
Continuum
09.2024 - Current
Customer Service Call Center Agent
BrightWheel
10.2023 - 07.2024
Apple Technical Support Representative
Concentrix
08.2020 - 04.2021
Healthcare Customer Service Representative
Connexion Point
06.2018 - 05.2020
High School Diploma -
Gentry High School
Associate in Arts (A.A.) -
Coahome Community College
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