Dorbria Washington
Cleburne,TX
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Sykes-Alpine Access
09.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Activated accounts for clients interested in new services.
Work From Home Customer Service Agent
Chime Solutions
01.2022 - 09.2022
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Documented calls according to policies for use in performance measurement and business progress tracking.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
Work From Home Customer Service Agent
Amazon
03.2019 - 02.2021
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
Cashier Team Lead
Lowes Distribution Center
08.2016 - 03.2018
- Trained team members on cash register operation and cash handling.
- Quickly and accurately counted drawers at start and end of each shift.
- Communicated with customers and team members to solve problems.
- Operated POS cash register and equipment to collect payments.
- Generated routine reports and professional correspondence.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
Education
High School Diploma -
Franklin D Roosevelt High School
Dallas, TXSkills
- Development Documentation
- System Performance Assessment
- Software Diagnosis
- Technical Troubleshooting
Timeline
Work From Home Customer Service Agent
Chime Solutions
01.2022 - 09.2022
Technical Support Representative
Sykes-Alpine Access
09.2021 - Current
Work From Home Customer Service Agent
Amazon
03.2019 - 02.2021
Cashier Team Lead
Lowes Distribution Center
08.2016 - 03.2018
High School Diploma -
Franklin D Roosevelt High School
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