Iesha Wilkerson

Atlanta,GA

Summary

Knowledgeable Desired Position with solid background in troubleshooting technical issues and providing effective customer solutions. Successfully resolved complex customer inquiries, ensuring high satisfaction and loyalty. Demonstrated strong communication and problem-solving skills in dynamic environments.

Customer service professional with track record of resolving technical issues efficiently and maintaining high customer satisfaction. Known for collaborating effectively with team members and adapting to changing needs. Expertise in troubleshooting, technical support, and building positive customer relationships, ensuring reliable and consistent performance.

Overview

years of professional experience

Work History

Customer Service Technician

Apple

Work From Home

08.2024 - 07.2025

Delivered exceptional customer service through clear communication and empathy during challenging situations.
Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
Enhanced customer experience with personalized assistance and product recommendations.
Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
Reduced wait times for support calls by utilizing efficient multitasking capabilities during peak hours.
Streamlined troubleshooting processes for increased efficiency and reduced service times.
Managed high call volumes while maintaining a professional demeanor and providing accurate information.
Improved customer satisfaction by addressing and resolving technical issues in a timely manner.
Acted as a liaison between customers and other departments within the organization to ensure effective resolution of complex issues.
Identified recurring technical issues, providing feedback to improve product quality and minimize future problems.
Collaborated with team members to improve overall customer service experience.
Collaborated with team members to improve internal processes, resulting in faster response times for customer inquiries.
Enhanced client satisfaction by offering alternative solutions when unable to resolve their issue immediately.
Increased first-call resolution rates by thoroughly understanding company policies, procedures, and products/services offered.

Customer Service Representative

True Green

Work From Home

12.2022 - 02.2024

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Collaborated with team members to develop best practices for consistent customer service delivery.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Data Collection Specialist

Tyme Managment

Philadelphia

07.2019 - 02.2022

Maintained detailed records of all completed projects including methodology used, results obtained, limitations faced during implementation.
Enhanced data accuracy by diligently reviewing and validating collected information.
Streamlined data collection processes for increased efficiency and reduced errors.
Developed strong relationships with clients through consistent communication and proactive problem-solving efforts.
Improved team communication by coordinating regular meetings to discuss project progress, challenges, and solutions.
Implemented quality control measures to identify discrepancies in datasets, resulting in cleaner, more reliable information.
Continuously updated professional knowledge by attending industry conferences, participating in training programs, and reading relevant publications.
Trained new hires on company-specific data collection tools and methodologies, boosting overall productivity.
Updated information in internal planning tools and platforms to log activities.
Utilized proprietary tools to engage with clients, track communications, and deliver results.
Managed multiple projects simultaneously, effectively prioritizing tasks based on deadlines and project goals.
Reported project status, adhered to key timelines and milestones, identified data gaps, and facilitated collaboration between operational and technical teams.
Simplified complex technical concepts when communicating with non-technical colleagues or clients about gathered information.

Bank Teller

Regions Bank

Atlanta

01.2017 - 05.2019

Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
Provided exceptional customer service, resulting in increased client retention and loyalty.
Educated customers on use of banking website and mobile apps.

Education

Associate of Science - Health Administration

West Georgia Technical College

La Grange, GA

05.2020

Skills

Telecommunications equipment
Installations and repairs
Hardware troubleshooting
Documentation and reporting

Service calls
Inventory management
Customer empathy
Customer needs assessment

Timeline