Jacinta Hinds
Orlando,FL
Summary
Dedicated cybersecurity and technical support professional with 5+ years in call center operations within healthcareand finance. Skilled in resolving technical challenges, optimizing internet performance, and ensuring robust security measures while achieving a 90% first-contact resolution rate and 25% customer satisfaction improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Walmart Specialty Pharmacy
08.2023 - Current
- Delivered front-line, first-level technical assistance for client-specific high-speed internet services, Demonstrated advanced product knowledge by troubleshooting customers' connection and performance issues.
Senior Performance Analyst
KPMG
01.2021 - 08.2023
- Analyze complex data sets to identify trends and provide actionable insights for strategic decision-making, enhancing organizational performance and driving process improvements.
Escalation Specialist
CNA Financial
01.2017 - 12.2020
- Addressed escalated customer concerns with a focus on effective problem resolution, achieving a 90% satisfaction rate
- Collaborated with teams to develop strategies for reducing escalation rates, leading to improved customer experience.
Education
Bachelor of Science in Communications -
Seminole College
Orlando, FL05.2015
Skills
Technical Support: Operating System Troubleshooting Internet & Performance Issues Software Installation Data Network Management Ticketing & Issue Resolution Systems Client Support PC & Browser Configuration Trouble Ticket Management
Customer Support: Customer Success Management Effective Communication Multi-Tasking Positive Attitude User & Client support
Problem-Solving Skills: Creative Issue Resolution Triage
Cybersecurity: Product Knowledge Compliance Management Network & System Security
Accomplishments
Proactively led a successful service improvement initiative at Walmart, resulting in a 30% reduction in repeat calls and a 20% increase in customer satisfaction through effective issue resolution.
Successfully developed security protocols at KPMG, mitigating risks by 18% and improving network security and performance.
Certification
- Cybersecurity Certificate, Thinkful
- Network +, Comptia
- Business Analytics & Operations Certificate, Pathstream
Timeline
Technical Support Representative
Walmart Specialty Pharmacy
08.2023 - Current
Senior Performance Analyst
KPMG
01.2021 - 08.2023
Escalation Specialist
CNA Financial
01.2017 - 12.2020
Bachelor of Science in Communications -
Seminole College