Francene Ferguson
Tulsa,Oklahoma
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Tier 2 Technical Support Specialist
GridPoint
Tulsa, Oklahoma
02.2024 - 07.2024
- Diagnosed system errors and performed troubleshooting steps.
Technical Support
Five Star Call Center
Tulsa, Oklahoma
01.2022 - 02.2024
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
Preloader/Tender
UPS
Aurora, Colorado
11.2019 - 10.2021
- Ensured that all products were stored properly in designated areas.
- Reported any safety hazards or unsafe working conditions to management team promptly.
- Maintained up-to-date knowledge of warehouse procedures and policies related to shipping and receiving activities.
Customer Service Agent
24-7 Intouch
Aurora, Colorado
05.2017 - 10.2019
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
Manager
Johnson Controls/ADT Security Services
Aurora, CO
06.1998 - 05.2017
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
Education
Associates Degree - Electronics Engineering Technology
ITT Technical Institute
Diploma -
George Washington High School
Skills
- Troubleshooting and Diagnosis
- SOP Development
- Customer Service
- Help Desk Support
- Online Chat Support
- Technical Troubleshooting
- Friendly and Patient
- Problem-Solving
- Active Listening
- Remote Technical Support
- Verbal and Written Communication
- Accurate Documentation
- Issue Research
- Schematic Reading
Timeline
Tier 2 Technical Support Specialist
GridPoint
02.2024 - 07.2024
Technical Support
Five Star Call Center
01.2022 - 02.2024
Preloader/Tender
UPS
11.2019 - 10.2021
Customer Service Agent
24-7 Intouch
05.2017 - 10.2019
Manager
Johnson Controls/ADT Security Services
06.1998 - 05.2017
Associates Degree - Electronics Engineering Technology
ITT Technical Institute
Diploma -
George Washington High School
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