Jaquira Koanda
Orlando,FL
Summary
Customer service and technical support background supporting high-volume inquiries through scheduling, issue resolution, and accurate computer-based data updates. Proficient in managing multiple priorities, maintaining professionalism, and entering information with precision. Strong collaboration skills with internal teams to deliver consistent, procedure-driven customer service.
Overview
11
11
years of professional experience
Work History
Virtual Technical Support
ADT Security
Orlando, Florida
2024.05 - Current
- Respond to customer inquiries regarding system operations and provide professional, timely technical support.
- Diagnose and resolve customer issues involving security systems and software using established troubleshooting procedures.
- Communicate technical information clearly and guide customers through troubleshooting and resolution steps.
- Document customer interactions, issues, and resolutions clearly for future reference.
- Collaborate with team members and internal departments to resolve complex customer issues efficiently.
- Maintain compliance with established safety, security, and company procedures.
- Maintain multiple customer concerns while ensuring accuracy, professionalism, and a high level of customer service.
Reservations Assistant/Customer Service Representative
Bluegreen Vacations
Orlando, Florida
2021.02 - 2024.04
- Managed a high volume of customer calls and provided professional assistance with travel reservations and scheduling requests.
- Checked availability and accurately scheduled accommodations and transportation based on customer needs and requested dates.
- Assisted customers with changes, questions, and scheduling-related concerns while maintaining a high level of customer service.
- Gathered and documented customer information accurately while processing reservations and updates.
- Actively listened to customer needs and provided appropriate information and recommendations.
- Resolved customer inquiries and complaints professionally while working to achieve timely solutions.
Technical Support Representative
Spectrum
Maitland, Florida
2018.04 - 2020.02
- Handled incoming customer calls and provided professional support for internet and Wi-Fi related issues.
- Listened carefully to customers' concerns, identified problems, and provided appropriate troubleshooting solutions.
- Communicated technical information clearly and guided customers through troubleshooting procedures.
- Documented customer interactions, issues, and resolutions accurately in company systems.
- Used multiple computer systems and technical resources to research and resolve customer issues.
Food Service Worker
SeaWorld Parks & Resorts
Orlando, Florida
2016.01 - 2018.01
- Managed multiple customer needs efficiently while maintaining accuracy and professionalism.
- Communicated menu information and recommendations clearly to guests.
- Collaborated with team members to maintain smooth daily operations and a positive customer experience.
Education
High School Diploma -
Wekiva High School
Apopka, FL2018-05
Skills
- Customer Service & Support
- Phone & Call Management
- Scheduling & Coordination
- Data Entry
- Administrative Support
- Problem Resolution
- Computer & Database Systems
- Written & Verbal Communication
- Multitasking
- Time Management
- Microsoft word
- Excel
- Salesforce
Timeline
Virtual Technical Support
ADT Security
2024.05 - Current
Reservations Assistant/Customer Service Representative
Bluegreen Vacations
2021.02 - 2024.04
Technical Support Representative
Spectrum
2018.04 - 2020.02
Food Service Worker
SeaWorld Parks & Resorts
2016.01 - 2018.01
High School Diploma -
Wekiva High School