Dr. Kendith Broxton
Tampa ,FL
Summary
Dynamic IT and customer support professional with a proven track record at Advent Health Wesley Chapel. Expert in problem-solving and complaint resolution, enhancing customer satisfaction. Proficient in Microsoft Office and adept at managing escalated calls, driving efficiency and innovation in service delivery. Committed to fostering effective communication and collaboration across teams.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Advent Health Wesley Chapel
Wesley Chapel, FL
11.2024 - Current
- Assisted customers with inquiries and resolved issues through effective communication.
- Utilized call center software to document interactions and track customer requests.
- Developed familiarity with company products to provide accurate information to clients.
- Collaborated with team members to improve service delivery processes.
- Adapted quickly to changing call volumes while maintaining high-quality service standards.
- Demonstrated active listening skills to understand customer needs and enhance satisfaction.
- Managed escalated calls with professionalism, resolving complex issues efficiently.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Senior Information Technology Specialist
USF Federal Credit Union
Wesley Chapel, FL
05.2023 - 07.2024
- Developed and implemented IT solutions to enhance operational efficiency across departments.
- Provided technical support and troubleshooting for hardware and software issues, ensuring minimal downtime.
- Collaborated with cross-functional teams to identify technology needs and streamline processes.
- Managed system upgrades and installations, ensuring compatibility with existing infrastructure.
- Established effective communication channels between IT teams and end-users, promoting transparency in project status updates and issue resolution.
- Improved user satisfaction by conducting training sessions to increase proficiency with software applications.
- Developed custom software solutions to address unique business challenges, driving innovation across the organization.
Information Technology Support Specialist
SRS Distribution
Tampa, FL
07.2021 - 05.2023
- Provided technical support for hardware and software issues, ensuring minimal downtime.
- Assisted in troubleshooting network connectivity problems, enhancing user experience across departments.
- Managed ticketing system to prioritize and resolve IT support requests efficiently.
- Conducted training sessions for staff on new software applications, improving overall productivity.
- Maintained inventory of IT equipment, ensuring availability of necessary resources for operations.
- Maintained high availability of mission-critical systems by proactively identifying potential bottlenecks or weaknesses in the existing infrastructure.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
Education
Cyber Security And Information Security - Cyber Security
University of South Florida
Tampa, FL05.2024
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Answering questions
- Complaint resolution
- Appointment scheduling
- Microsoft Office Certified, Word, Excel, Powerpoint and Outlook
Timeline
Call Center Representative
Advent Health Wesley Chapel
11.2024 - Current
Senior Information Technology Specialist
USF Federal Credit Union
05.2023 - 07.2024
Information Technology Support Specialist
SRS Distribution
07.2021 - 05.2023
Cyber Security And Information Security - Cyber Security
University of South Florida