Isaiah Wilson
Atlanta,GA
Summary
Hello my name is Isaiah Wilson I’m from California and have held many important roles in companies with my 5+ years in customer service and team management. I am looking to start with a company that I can help grow and thrive in an evolving world.
Overview
10
10
years of professional experience
Work History
911 Telecommunicator
IXP Corporation
10.2022 - Current
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
Customer Support Technician
Google
01.2020 - 05.2022
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Collaborated with team members to increase overall productivity and deliver exceptional support service.
- Provided remote assistance to customers, effectively resolving issues without the need for on-site visits.
- Reduced call wait times by efficiently prioritizing support tickets and utilizing time management skills.
Customer Service Representative
City Of Oakland
06.2016 - 01.2020
- 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.
Manager
Toys"R"Us
10.2014 - 05.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Education
Certificate Of Completion - EMT
Alameda County School of EMT’s
San Leandro, CA05.2020
Diploma - General Education
San Leandro High School
San Leandro, CA06.2013
Skills
- Emergency Management
- Stress Tolerance
- Call prioritization
- Incident Command
- Law enforcement procedure
- Public Safety Awareness
- Disaster Response
- Computer Skills
- Works Well Under Pressure
- Active Listening
- Teamwork and Collaboration
- Data entry proficiency
- Problem-Solving
- Decision-Making
- Information Gathering
- Telephone Etiquette
- Information Security
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
Timeline
911 Telecommunicator
IXP Corporation
10.2022 - Current
Customer Support Technician
Google
01.2020 - 05.2022
Customer Service Representative
City Of Oakland
06.2016 - 01.2020
Manager
Toys"R"Us
10.2014 - 05.2016
Certificate Of Completion - EMT
Alameda County School of EMT’s
Diploma - General Education
San Leandro High School
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