Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gisele J K Nansi

Fort Worth,TX

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Help Desk Support Specialist

Discovery Village
Fort Worth, TX
06.2020 - Current
  • Performed daily system monitoring to verify the integrity and availability of all hardware resources.
  • Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
  • Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
  • Tested computer equipment to ensure proper functioning according to specifications.
  • Created detailed reports describing help desk activities.
  • Installed anti-virus programs on users' computers and configured them accordingly.
  • Provided guidance on best practices when dealing with IT related incidents.
  • Implemented security measures such as password protection policies for users.
  • Assisted in the installation of new hardware, software, and operating systems.
  • Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
  • Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Supported customers with password resets and account customization.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Collaborated with customer service and sales colleagues to resolve issues.
  • Responded to customer inquiries via phone, email, or chat support.
  • Diagnosed system errors using event viewer logs and other diagnostic tools.

Customer Support Specialist

Wegmans Supermarket
Fairfax, VA
05.2017 - 05.2020
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Created detailed reports on customer feedback for management review.
  • Performed regular follow-up calls to check on customer satisfaction levels.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
  • Maximized customer satisfaction by handling customer email and telephone interactions.

Education

Bachelor of Science - Economics

University of Douala Cameroon
08-2012

Skills

  • Incident Management
  • Software Installation
  • Hardware diagnostics
  • System Administration
  • Help Desk Software
  • Service ticket tracking
  • Technical Support
  • Remote Support
  • Customer Service
  • LAN/WAN
  • Technical Documentation
  • Computer maintenance
  • Hardware Configuration
  • Documentation Development
  • Help Desk Support
  • Customer Needs Assessment
  • Task Prioritization
  • Problem-solving abilities
  • Troubleshooting Network Issues
  • Database Management
  • Decision-Making
  • Data Recovery
  • Service desk support
  • Technical Troubleshooting

Languages

English
Full Professional
French
Native/ Bilingual

Timeline

Help Desk Support Specialist

Discovery Village
06.2020 - Current

Customer Support Specialist

Wegmans Supermarket
05.2017 - 05.2020

Bachelor of Science - Economics

University of Douala Cameroon

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Gisele J K Nansi