Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ebony Junior

Sacramento,CA

Summary

Qualified Advanced Technical Support Specialist with Number years of helpdesk and customer service experience. Provides comprehensive Product or Service support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

17
17
years of professional experience

Work History

Technical Support Specialist

Telus International
06.2015 - 06.2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Production Associate

Tesla
07.2019 - 05.2021
  • Organized work to meet demanding production goals.
  • Inspected final products to assess compliance with quality standards and established tolerances.
  • Supported current production needs by moving items between equipment, conveyors and staging areas.
  • Took on additional shifts during peak work periods to keep projects on schedule.

Machine Operator/Assembler

Pena
10.2017 - 07.2019
  • Updated daily production logs and informed management of production incidents or non-conformance issues.
  • Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
  • Followed tooling instructions and product specifications to determine and implement operational sequences.
  • Maintained equipment performance by lubricating and cleaning components.

Ios Phone and Chat Support/Mac Support

Kelly Connect
01.2016 - 10.2017
  • Handled inbound customer chat conversations from various websites.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.

Phone Banker

Wells Fargo
07.2014 - 06.2016
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Maintained friendly and professional customer interactions.
  • Counted, verified and handled bank deposits and armored car transactions.

Case Manager

Asurion
09.2012 - 07.2014
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Education

Bachelor Of Accountancy - Accounting

University of Phoenix
Tempe, AZ
10.2021

Skills

  • Hardware Upgrades
  • Software Debugging
  • Remote Technical Assistance
  • Microsoft PowerPoint
  • Report Transcription
  • Retail Sales Customer Service
  • Stocking and Replenishing
  • Account Management
  • Microsoft Word
  • Microsoft Excel
  • Credit Card Payment Processing
  • Active Listening
  • Customer Relations
  • Sales Expertise
  • Call Volume and Quality Metrics
  • Quality Control
  • Google Docs
  • Data Evaluation
  • Service Standard Compliance
  • Reading Comprehension
  • System Implementation
  • Customer Service
  • Conflict Mediation
  • Refund Processing
  • Administrative Support
  • Tax Software
  • Managing Multiple Tasks
  • Critical Thinking
  • Customer Data Confidentiality
  • Understanding Customer Needs
  • Closing Sales
  • Billing Adjustments and Refunds

Timeline

Production Associate

Tesla
07.2019 - 05.2021

Machine Operator/Assembler

Pena
10.2017 - 07.2019

Ios Phone and Chat Support/Mac Support

Kelly Connect
01.2016 - 10.2017

Technical Support Specialist

Telus International
06.2015 - 06.2023

Phone Banker

Wells Fargo
07.2014 - 06.2016

Case Manager

Asurion
09.2012 - 07.2014

Bachelor Of Accountancy - Accounting

University of Phoenix

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Ebony Junior