ZENOBIA LEONARD
Monroe,La
Summary
Experienced customer support and administrative professional with over 4 years of experience in remote work environments. Proven ability to handle high call volumes, technical troubleshooting, and complex problem-solving with efficiency and accuracy. Expertise in diagnosing and resolving software, hardware, and network issues, guiding customers through step-by-step solutions, and providing high-quality service across multiple communication channels. Strong communicator skilled in conflict resolution, account updates, and customer satisfaction. Adept at balancing multiple tasks and responsibilities, including office management, scheduling, and data entry. Proficient in CRM tools, Microsoft Office, and a variety of technical support platforms. A self-motivated team player with a deep understanding of both customer service and administrative needs, dedicated to continuous improvement and adaptability in dynamic environments.
Overview
4
4
years of professional experience
Work History
Tech Support Representative (Remote)
ABC Tech Solutions
Ruston, LA
03.2024 - Current
- Provide remote technical support via phone, chat, and email, resolving hardware, software, and network issues for customers
- Diagnose and troubleshoot a wide range of technical issues related to devices, software applications, and networks using remote access tools
- Guide customers through system setups, configurations, and updates while ensuring minimal downtime and maximum satisfaction
- Document and track support cases using CRM tools, maintaining a detailed and organized log of each customer interaction
- Escalate unresolved issues to higher-level support teams and ensure follow-ups until resolution
- Collaborate with internal teams, including product development, to relay customer feedback and identify potential system improvements
- Achieved a 95% customer satisfaction rating through effective troubleshooting and communication.
Administrative Assistant
LaPaz LLC
Ruston, LA
03.2023 - 01.2024
- Organized and maintained schedules for staff meetings, corporate events, and project deadlines
- Managed incoming and outgoing communications, including emails, mail, and phone calls, ensuring timely responses
- Provided administrative support by maintaining accurate records, databases, and spreadsheets for internal tracking purposes
- Coordinated meetings, set up conference spaces, and took detailed notes for documentation
- Verified and processed health insurance claims and authorizations, ensuring accuracy and compliance with regulations
- Conducted consumer satisfaction surveys and assisted with client feedback processes to improve service quality.
Customer Service Representative (Remote)
AT&T
Ruston, LA
01.2022 - 04.2023
- Handled a high volume of inbound customer calls, resolving issues related to account management, payments, and services
- Assisted customers with inquiries regarding promotions and special offers to increase sales
- Collaborated with internal teams to resolve complex customer issues, providing quick and efficient solutions
- Delivered excellent customer service by following up on unresolved cases and ensuring timely problem resolution
- Consistently met or exceeded performance goals, contributing to team success in customer satisfaction and issue resolution.
Call Center Representative (Remote)
Teleperformance
Ruston, LA
10.2020 - 11.2021
- Answered customer queries via phone, chat, and email, addressing concerns related to product issues, billing, and general support
- Documented customer interactions thoroughly and accurately in the company’s CRM system, ensuring all interactions were properly logged
- Completed high volumes of inbound and outbound calls within set deadlines, maintaining a high level of productivity and accuracy
- Analyzed call data to identify trends in customer concerns and developed strategies to improve call resolution times
- Directed and escalated complex issues to appropriate teams for resolution, ensuring minimal disruption to customers
- Played a key role in maintaining service level agreements (SLAs) and quality assurance standards.
Education
Bachelor of Science (B.S.) - Biology, Pre-Med Concentration
Grambling State University
Grambling, LA12.2023
Diploma -
Quitman High School
Quitman, LA05.2019
Skills
- Technical Support
- Remote Support
- Office Administration
- Scheduling
- Data Entry
- Appointment Scheduling
- Quality Assurance
- Complex Problem-Solving
- Records Management
- Customer Satisfaction
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- CRM Software (Zendesk, Salesforce)
- Verbal and Written Communication
- Active Listening
- Time Management
- Multi-Tasking
- Adaptability
- Empathy
- Conflict Resolution
- Bilingual Support (English/Spanish)
Timeline
Tech Support Representative (Remote)
ABC Tech Solutions
03.2024 - Current
Administrative Assistant
LaPaz LLC
03.2023 - 01.2024
Customer Service Representative (Remote)
AT&T
01.2022 - 04.2023
Call Center Representative (Remote)
Teleperformance
10.2020 - 11.2021
Bachelor of Science (B.S.) - Biology, Pre-Med Concentration
Grambling State University
Diploma -
Quitman High School