JACINTA HINDS
Cybersecurity Analyst
Orlando,USA
Summary
Dedicated cybersecurity and technical support professional with5+ years in call center operations within healthcare and finance. Skilled in resolving technical challenges, optimizing internet performance, and ensuring robust security measures while achieving a90% first-contact resolution rate and25% 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 a90% satisfaction rate
- Collaborated with teams to develop strategies for reducing escalation rates, leading to improved customer experience
Education
Bachelor of Science - Communications
Seminole College
05.2015
Skills
- Technical Support: Operating System, Internet & Performance Issues, Problem-Solving Skills: Creative Issue, Troubleshooting, Resolution, Triage, Software Installation, Data Network Management, Cybersecurity: Product Knowledge, Compliance, Ticketing & Issue Resolution Systems, Client, Management, Network & System Security, Support, PC & Browser Configuration, Trouble, Ticket Management, Customer Support: Customer Success, Management, Effective Communication, Multi-Tasking, Positive Attitude, User & Client support, Client Service, Customer Facing, OS, Solve Technical Problems, Support Management, Courteous, Friendly, Innovative
Certification
- Network +, Comptia, May2024
- Cybersecurity, Thinkful, Jan2022
- Business Analytics & Operations, Pathstream, Mar2022
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 - Communications
Seminole College