Summary
Overview
Work History
Education
Skills
References
Timeline
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I'Yana Harris

Killeen

Summary

Dynamic and results-oriented professional with experience at Transcom Worldwide as an Apple Technical Support Agent. Proven expertise in technical troubleshooting and conflict resolution, delivering exceptional customer service while enhancing productivity. Adept at creating detailed documentation and fostering collaborative teamwork to resolve complex issues efficiently.

Overview

2
2
years of professional experience

Work History

Apple Technical Support Agent

Transcom Worldwide
Killeen
03.2024 - 05.2024
  • Created detailed documentation of all customer interactions for future reference purposes.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Answered user inquiries to resolve computer software or hardware operation problems.

IRS Live Agent

Senture
Killeen
10.2022 - 10.2023
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Education

Some College (No Degree) -

Central Texas College
Killeen, TX

Skills

  • Customer service
  • Technical troubleshooting
  • Documentation creation
  • Data communication
  • Software support
  • Conflict resolution
  • Time management
  • Active listening
  • Collaborative teamwork
  • Analytical skills
  • Empathy in communication

References

References available upon request.

Timeline

Apple Technical Support Agent

Transcom Worldwide
03.2024 - 05.2024

IRS Live Agent

Senture
10.2022 - 10.2023

Some College (No Degree) -

Central Texas College

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I'Yana Harris