Jacquelyn Howington
Customer Support
AUBURN,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 Customer Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Warranty and Technical Support Professional
IBM
04.2012 - 11.2023
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Reduced downtime for clients through effective troubleshooting and problem-solving skills.
- Streamlined processes by creating comprehensive documentation of technical procedures for future reference.
- Collaborated with cross-functional teams to identify and resolve complex technical challenges.
- Managed high-volume ticket queues efficiently, prioritizing urgent cases while maintaining a strong focus on quality service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Received the 1st perfect 10 NPS in the department, breaking the 3 month drought.
- Maintained 100 % accuracy rate on internal audits for a full year.
Customer Fulfillment Associate
IBM
07.2004 - 04.2012
- Improved customer satisfaction by efficiently handling and resolving customer inquiries and issues.
- Streamlined order fulfillment processes for increased efficiency and timeliness in delivery.
- Enhanced team productivity with thorough training and mentoring of new Customer Fulfillment Associates.
- Boosted customer loyalty, fostering positive relationships through exceptional service.
- Responded to all severity one cases within 15 minutes from the time the case hit the queue, when the SLA time was one hour.
- Assisted the maintenance renewal team recover $250,000 in a years time.
- Managed high-volume order requests to ensure accurate and timely deliveries.
Education
High School Diploma -
03.1981
Skills
- Remote Support
- Hardware Diagnostics
- Customer Service
- Problem Solving
- Technical Troubleshooting
- Cloud Computing
- Ticketing Systems
- User Support
- Technical Support
- Software Diagnosis
- Account Management
- Technical Documentation
- MS Office Proficiency
- Troubleshooting and Assistance
- User Experience
- Active Learning
- Hardware Replacement
- Support Ticket System Management
- Account Updating
- Component Replacements
- Organizational Skills
- Complex Problem-Solving
- Collaborative Environments
- Issue Troubleshooting
- Client Relationships
- Call Center Operations
- Hardware and Peripherals
- Complaint Resolution
- Technical Issues Analysis
- Training Material Development
- Tracking and Documentation
- Customer Communication and Empathy
- Emergency Service Coordination
- Issue and Resolution Tracking
- Responding to Technical Questions
- Resolve Technical Problems
- Support End-Users
- Analytical and Methodical
- Collaborative Team Player
- Friendly and Patient
Certification
Technical Support Certification, Coursera, 2023
Cybersecurity Essentials, Digital Badge, Coursera, 2023
Networking and Storage Essentials, Digital Badge, Coursera, 2023
Software, Programming, and Database Essentials, Digital Badge, Coursera, 2023
Hardware and Operating System Essentials, Digital Badge, Coursera, 2022
Technical Support Basics, Digital Badge, Coursera, 2022
IBM Security Zero Trust Principles, Digital Badge, IBM, 2022
Hadoop Foundations - Level 1, Digital Badge, IBM, 2020
Big Data Foundations - Level 1, Digital Badge, IBM, 2020
Data Science Foundations - Level 1, Digital Badge, IBM, 2020
Data Science Foundations - Level 2 (V2), Digital Badge, IBM, 2020
LinkedIn Profile
https://www.linkedin.com/in/jacquelyn-howington-672871130/
Timeline
Warranty and Technical Support Professional - IBM
04.2012 - 11.2023
Customer Fulfillment Associate - IBM
07.2004 - 04.2012
Sequoyah High School - High School Diploma,