To obtain a career, where I utilize acquired skills to successfully increase work productivity to benefit the employer. I am honest, straight-forward and committed to providing high levels of customer service. Talented Technical Support Representative with the gift for understanding needs of both business and customers. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Empathetic 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. Detail-oriented, organized and meticulous employee. Works at a fast pace to meet tight standards. Enthusiastic team player ready to contribute to company success.
Hi, I’m
Malika Jadusingh
Plainfield,NJ
Summary
Overview
8
years of professional experience
4
years of post-secondary education
1
Certification
Work History
General Motors Co
Sales Representative
09.2023 - Current
Job overview
- Retained excellent client satisfaction ratings through outstanding service delivery
- Developed and delivered engaging sales presentations to convey product benefits
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals
- Developed and implemented marketing plans to increase brand awareness and drive sales
- Used customer insights to develop innovative sales strategies to increase sales
- Managed customer accounts to secure customer satisfaction and repeat business
- Utilized CRM software to manage customer accounts and track performance metrics
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Listened to customer needs and desires to identify and recommend optimal products
- Engaged in friendly conversation with customer to better uncover individual needs.
Intuit
Product Specialist
01.2022 - Current
Job overview
- Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry and technical matters to remain current on tax legislation
- Delivered comprehensive tax documentation required for accurate individual and corporate returns
- Researched product's technical specifications and accurately communicated information
- Continually expanded knowledge of basic tax information to assist customers
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes
- Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
Southwest Airlines
Customer Service Representative
01.2023 - 05.2023
Job overview
- Researched customer inquiries using modern technology and proactively improved internal processes
- Identified and implemented correct solutions to client issues first-time around within established time limits
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs during and after Holiday Software Malfunction
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal
- Resolved issues through email with 100 customers daily.
Phillips
IT Technical Support Specialist
04.2022 - 02.2023
Job overview
- Organized and replenished unit supplies to maintain team readiness for expected demands
- Answered patient assistance calls, assessed needs and offered qualified support
- Upheld confidentiality requirements and regulatory compliance guidelines
- Completed documentation of care, hospital actions and patient activities
- Educated patients by explaining preparation instructions for upcoming procedures and tests
- Thoroughly explained process and procedure of tests ordered and answered patient questions clearly and concisely
- Prepared Holter and MCOT Monitors and provided instruction of use for patients and families
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Documented support interactions for future reference
- Submitted service tickets for equipment maintenance requests
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Provided documentation on troubleshooting of technical processes to support desk staff
- Translated complex technical issues into digestible language for non-technical users
- Offered troubleshooting of connectivity issues across cellular networks
- Researched product and issue resolution tactics to address customer concerns
- Managed high levels of call flow and responded to Heart Monitor technical support needs
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Monitored systems in operation and quickly troubleshot errors
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Patiently walked individuals through basic troubleshooting tasks
- Recorded and maintained relevant notes for each client and work order
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
- Fielded average of 50-70 inbound phone calls to deliver support and remotely resolve service issues
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Ability to explain the malfunctioning problems and suggest the effective ways of handling electronics devices carefully.
Amazon
Virtual Customer Service Agent
01.2016 - 10.2019
Job overview
- Strong troubleshooting and critical thinking skills inclusive of investigation, decision making and conflict resolution
- Maintained a positive, upbeat professional attitude during difficult situations
- Responding to and/or redirecting all customer escalated emails and phone calls
- Collected data accurately and protected customers information keeping it confidential
- Ability to multitask and use multiple tools and applications
- Portrayed keenness to share knowledge with team members and customers
- Ability to listen attentively to customer's needs and exhibit empathy during difficult situations
- Use problem solving, analytics, and intuitive skills to follow logic and offer good solutions
- Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech, as well as listen to and interpret customer needs
- Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
- Ability to embrace change and flourish with industry-changing technology and trends.
Education
CUNY Medgar Evers CollegeBrooklyn, New York
Computer Science from Computer Science
05.2014
University Overview
GPA: 3.45
- 3.45 GPA
John Dewey High SchoolBrooklyn, New York
Regents High School Diploma
01.2005 - 05.2009
University Overview
Skills
Over a decade of experience in customer service (Phone, Chat, E-mail)
undefinedCertification
Notary
Timeline
Sales Representative
General Motors Co
09.2023 - Current
Customer Service Representative
Southwest Airlines
01.2023 - 05.2023
IT Technical Support Specialist
Phillips
04.2022 - 02.2023
Product Specialist
Intuit
01.2022 - Current
Notary
06-2020
Virtual Customer Service Agent
Amazon
01.2016 - 10.2019
CUNY Medgar Evers College
Computer Science from Computer Science
05.2014
John Dewey High School
Regents High School Diploma
01.2005 - 05.2009