Feneicia Fundeburke
Round Rock,TX
Summary
Results-driven professional with extensive experience in technical troubleshooting and customer support. Proven ability to enhance operational efficiency through innovative solutions and effective relationship management. Achieved consistent success in ticket resolution and support escalation, ensuring high-quality service delivery and customer satisfaction.
Overview
29
29
years of professional experience
Work History
Desktop Support
Zodiac Solutions/Cisco
Remote
06.2021 - 12.2024
- Managed incoming calls for Technical Assistance Center, ensuring efficient triage of requests.
- Generated innovative solutions to reduce complexity in active directory Azure processes.
- Validated business impact and severity of technical issues for accurate prioritization.
- Assessed entitlement for support to determine eligibility for assistance.
- Captured detailed problem descriptions to facilitate effective troubleshooting.
- Identified appropriate TAC team for case routing and communicated next steps to customers.
Front Desk Clerk
Woodspring Suites Hotel
Austin, USA
08.2017 - 03.2020
- Delivered friendly, responsive front desk service to guests while ensuring timely payment processing.
- Assisted guests with check-ins and check-outs, registering and assigning rooms effectively.
- Maintained accurate records of occupied rooms and guest accounts, enhancing operational efficiency.
- Computed bills, collected payments, and provided change for departing guests accurately.
- Kept up-to-date with hotel policies regarding rates, discounts, and special offerings.
- Ensured all services met high standards of quality to foster guest satisfaction and loyalty.
- Made and confirmed reservations while issuing room keys/cards promptly.
- Maintained proficiency in all computer systems and software utilized at location.
Enrollment Counselor
MH Net/Coventry Healthcare
Austin, USA
02.2008 - 01.2018
- Provided comprehensive telephone assistance in a call center for EAP members regarding benefit clarification and eligibility.
- Partnered with case managers to address urgent or emergency care requirements swiftly.
- Ensured compliance with policies by maintaining thorough documentation in member files.
Customer Relations Representative
Starwood
Austin, USA
07.2013 - 11.2016
- Delivered support services for rewards and incentive programs.
- Scheduled customer reservations and researched member facilities to fulfill requests.
- Resolved customer concerns regarding service quality, billing, and general inquiries.
- Managed timely resolution of customer issues by providing extended award services.
- Surpassed quality assurance standards across all evaluation periods.
- Achieved sales requirements consistently during all assessment periods.
Tech Support Specialist
Sysco Foods
Round Rock, USA
02.2011 - 06.2013
- Monitored Service Desk call queue, resolving tickets with timely responses.
- Updated outstanding issues with detailed assessments of business impact and urgency.
- Troubleshot hardware, software, and password reset service requests effectively.
- Utilized Symantec PC Anywhere for remote troubleshooting of technical issues.
- Communicated resolution plans and progress updates promptly to clients.
- Documented fixes and contributed to process standardization initiatives.
- Managed equipment inventory checked out by Sysco employees efficiently.
- Coordinated with inventory accountant to maintain accurate inventory records.
Dispatcher/Lead Generation
Eco Care
Austin, USA
04.2009 - 02.2011
- Conducted outbound calls to potential clients, setting appointments for janitorial services.
- Identified customer needs to promote and sell company products and services.
- Performed periodic follow-up calls to enhance customer service and engagement.
- Maintained accurate account information in internal database for potential customers.
- Achieved monthly and quarterly sales goals consistently.
- Developed professional relationships with drivers to address their needs effectively.
- Communicated promptly with customers to deliver high-quality service.
- Reviewed and processed all phone and fax orders according to terminal procedures.
Customer Service Rep/Internal Help Desk
PRC, INC
Austin, USA
11.2006 - 01.2008
- Handled inbound calls for busy call center.
- Resolved customer billing concerns and made necessary changes to accts to resolve any concerns.
- Placed outbound calls if needed to provide updated information in regards to the account.
- Offered alternative business product solutions to customers in order to address billing and concerns.
Customer Service Representative
Jackson - Hewitt
Austin, USA
12.2003 - 04.2006
- Provided response to customer inquiries on tax services provided by the company.
- Offered tax specialty advice on required filing and information on filing status, exemptions available and tax credits available to clients.
- Performed general administrative duties to support tax specialists in all branches for scheduling appointments and tracking customer complaints.
- Provided assistance with resolving customer complaints.
CSR/Sales
MCI Telecommunications, Inc
Austin, USA
10.1995 - 04.2002
- Telemarketing to non-enrolled individuals providing information and services and product packages available by region.
- Provided support to small business clients in promotional packages, special services and products catered to meet their business needs.
- Offered alternative business product solutions to customers in order to address billing and cost concerns.
- Exceeded quality and sales quotas for all periods measured.
Education
High School Diploma -
Austin Community College/Texas Education Agency
Austin, TX06-1996
Some College (No Degree) -
ITT Technical Institute
AustinSkills
- Technical troubleshooting
- Active directory management
- Customer support escalation
- Ticket resolution
- Remote assistance
- Relationship management
Timeline
Desktop Support
Zodiac Solutions/Cisco
06.2021 - 12.2024
Front Desk Clerk
Woodspring Suites Hotel
08.2017 - 03.2020
Customer Relations Representative
Starwood
07.2013 - 11.2016
Tech Support Specialist
Sysco Foods
02.2011 - 06.2013
Dispatcher/Lead Generation
Eco Care
04.2009 - 02.2011
Enrollment Counselor
MH Net/Coventry Healthcare
02.2008 - 01.2018
Customer Service Rep/Internal Help Desk
PRC, INC
11.2006 - 01.2008
Customer Service Representative
Jackson - Hewitt
12.2003 - 04.2006
CSR/Sales
MCI Telecommunications, Inc
10.1995 - 04.2002
High School Diploma -
Austin Community College/Texas Education Agency
Some College (No Degree) -
ITT Technical Institute