Jayla Thompson
Atlanta,GA
Summary
I am adept at enhancing system performance and fostering team development, my tenure at ADT Security highlighted my proficiency in IT troubleshooting and exceptional communication skills. Leveraging analytical thinking and technical operations management, I significantly reduced downtime, ensuring seamless integration of new technologies. My approach consistently improves productivity and fosters a collaborative environment, marking me as a standout in technical and administrative leadership. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
7
7
years of professional experience
Work History
Technical Advisor
ADT Security
02.2023 - Current
- Served as primary point of contact for triaging technical issues.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Collaborated closely with cross-functional teams, ensuring optimal integration of new technologies and systems.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Offered insight into standard methodologies and common obstacles faced by competing companies, based on experiences with past clients and third-party research.
- Developed effective strategies for risk mitigation, proactively identifying potential problems before they escalated into costly setbacks.
- Enhanced system performance by conducting thorough technical assessments and providing expert recommendations.
- Reduced downtime and improved productivity with proactive troubleshooting and timely resolution of technical issues.
- Optimized IT infrastructure by strategically planning and executing necessary upgrades and maintenance work.
- Cultivated technical expertise concerning at-issue products by reviewing up-to-date documents and source code.
Customer Service Representative/Insurance Claims Adjuster
Wipro Limited
09.2021 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Identified fraudulent activities through diligent investigation, protecting company assets from potential losses.
Resource Desk Coordinator
Wipro Limited
09.2021 - 02.2023
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Organized and maintained project documentation, enabling quick access to important information and facilitating smoother project transitions.
- Coordinated logistics for large-scale events, significantly reducing setup times and eliminating scheduling conflicts.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Receptionist
Georgia Cancer Specialist
12.2017 - 09.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Improved office organization with meticulous management of appointment scheduling and client databases.
- Scheduled office meetings and client appointments for staff teams.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
Education
Bachelor of Science - Health Sciences
Geogia State University
Atlanta, GA05.2025
High School Diploma -
Georgia Piedmont Technical College
Covington, GA05.2017
Skills
- Training and mentoring
- Analytics
- Technical Operations Management
- Network Administration
- Technical Training Leadership
- IT Troubleshooting
- Problem-Solving
- Time Management
- Excellent Communication
- Analytical Thinking
- Adaptability
- Active Listening
- Project Coordination
- Administrative Leadership
Timeline
Technical Advisor
ADT Security
02.2023 - Current
Customer Service Representative/Insurance Claims Adjuster
Wipro Limited
09.2021 - 02.2023
Resource Desk Coordinator
Wipro Limited
09.2021 - 02.2023
Receptionist
Georgia Cancer Specialist
12.2017 - 09.2021
Bachelor of Science - Health Sciences
Geogia State University
High School Diploma -
Georgia Piedmont Technical College