Imani Brown
Stone Mtn,GA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile 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. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Technical Support Representative
Empereon-Constar
11.2023 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Customer Service Representative
Victoria Secret
09.2022 - 01.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Tax Representative
TaxSlayer
01.2022 - 04.2022
- Increased client satisfaction by providing timely and accurate tax advice tailored to individual needs.
- Simplified communication with clients by translating complex tax terminology into easily understandable explanations.
- Provided ongoing support for clients during audits, effectively resolving issues as they arose.
- Conducted thorough research on tax codes and regulations to provide clients with the most current information.
- Improved overall tax compliance by proactively addressing issues and providing solutions to clients'' concerns.
- Assisted in the preparation of complex tax returns for individuals, businesses, and non-profit organizations.
Payroll Representative
SYKES
05.2021 - 08.2021
- Collaborated with accounting team to ensure timely and accurate financial reporting related to payroll expenses.
- Reduced errors in payroll processing through meticulous attention to detail and thorough auditing procedures.
- Coordinated with IT staff to troubleshoot issues within the payroll system software for minimal disruptions in service delivery.
- Developed training materials for new hires in the Payroll department, fostering a smooth onboarding process.
- Improved employee satisfaction by addressing payroll inquiries promptly and efficiently.
- Managed timekeeping systems, ensuring accurate tracking of employee hours worked for precise payment calculations.
- Provided customer service to employees regarding payroll inquiries and issues.
Education
High School Diploma -
Strayer University
Washington, DC05.2026
Skills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Customer service expert
- Customer Service
- Issue Troubleshooting
- Microsoft Outlook
- Network diagnostics
- Desktop support
- Appointment Scheduling
- Account updating
- Remote Technical Support
Timeline
Technical Support Representative
Empereon-Constar
11.2023 - Current
Customer Service Representative
Victoria Secret
09.2022 - 01.2023
Tax Representative
TaxSlayer
01.2022 - 04.2022
Payroll Representative
SYKES
05.2021 - 08.2021
High School Diploma -
Strayer University
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