JENNIFER BURKS
Chicago ,IL
Summary
Customer-focused professional with extensive experience in customer service. Recognized for delivering exceptional client support and achieving high customer satisfaction rates. Strong communication and problem-solving skills, with a proven ability to manage multiple tasks effectively. Demonstrated success in enhancing operational processes to improve customer experience.
Overview
27
27
years of professional experience
Work History
Mobile Device Support Specialist
Self-Employed Contractor
Chicago, Illinois
01.2010 - Current
- Installed, configured, and maintained mobile communication devices to ensure optimal performance.
- Managed shipping, receiving, and inventory of mobile devices for accurate stock levels.
- Troubleshot issues with mobile devices to minimize downtime and enhance user experience.
- Provided accurate tracking data and validated quality across all relevant databases.
- Maintained communication with vendors and clients to resolve inquiries efficiently.
- Demonstrated mobile device features to customers, enhancing product understanding.
- Trained end users on various mobile OS applications to improve functionality.
- Assisted users with iCloud, OneDrive, and Google Drive to streamline data management.
Technical Support Representative
CompTIA
Downers Grove, Illinois
07.2020 - 08.2022
- Identified, used, and connected hardware components and devices.
- Installed and supported Windows OS, including command line and client support.
- Troubleshoot PC and mobile device issues, including application security support.
- Knowledge of types of networks and connections, including TCP/IP, Wi-Fi, and SOHO.
- Troubleshoot device and network issues.
- Identified and protected against security vulnerabilities for devices and their network connections.
- Experience with Windows 10, Mac, Linux, Windows 8, Server 2008, Windows 7, and Android operating systems.
- Proficient knowledge of best practices for safety, environmental impacts, communication, and professionalism.
- Troubleshot software and hardware issues using diagnostic tools.
Customer Service Representative II
US Cellular
Bolingbrook, Illinois
11.2006 - 01.2010
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with service inquiries and account management.
- Resolved technical issues related to mobile devices and service plans.
- Educated customers on product features and promotions effectively.
- Handled customer complaints with empathy and professionalism consistently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Prevented key account losses by researching discrepancies and correcting problems.
Customer Service Representative Level III
ATT Wireless (Cingular Wireless)
Memphis, Tennessee
10.2002 - 09.2006
- Handled inbound customer calls on wireless phone issues, including billing and technical support.
- Resolved conflicts between representatives to enhance team collaboration.
- Followed up with customers to provide updates on issue resolutions.
- Supported managers with daily supervisory tasks, including performance reviews and coaching plans.
- Assisted in retail operations to improve customer service efficiency.
- Processed phone upgrade orders, ensuring accurate tracking of new account setups.
- Trained employees on new policies and procedures for operational consistency.
Technical Assistant
Grey Direct Marketing
Chicago, Illinois
06.1998 - 10.2002
- Logged and processed support calls to identify issues faced by computer end users.
- Assisted with installation and configuration of hardware, software, networks, printers, and scanners.
- Planned and executed scheduled maintenance upgrades for optimal system performance.
- Set up staff accounts, resolving login and password issues efficiently.
- Investigated and diagnosed software and hardware faults to ensure timely resolution.
- Repaired equipment and replaced faulty parts to maintain operational efficiency.
- Ordered special components and fixtures to support ongoing IT needs.
- Conducted daily checks on computer equipment for electrical safety compliance.
Education
Certificate - AWS Cloud Practitioner
Kennedy King College
Chicago, IL01-2024
High School Diploma -
Homewood-Flossmoor High School
Flossmoor, ILSkills
- Windows OS support
- Customer database management
- Customer relationship management
- Documentation and reporting
- Conflict resolution
- Problem solving
- Effective communication
- Retail sales service
- Computer proficiency
Timeline
Technical Support Representative
CompTIA
07.2020 - 08.2022
Mobile Device Support Specialist
Self-Employed Contractor
01.2010 - Current
Customer Service Representative II
US Cellular
11.2006 - 01.2010
Customer Service Representative Level III
ATT Wireless (Cingular Wireless)
10.2002 - 09.2006
Technical Assistant
Grey Direct Marketing
06.1998 - 10.2002
Certificate - AWS Cloud Practitioner
Kennedy King College
High School Diploma -
Homewood-Flossmoor High School
Similar Profiles
Martin HulmeMartin Hulme
Self-employed contractor at Self-employed contractorSelf-employed contractor at Self-employed contractor
Faith CamaraFaith Camara
UX, GRAPHIC DESIGNER at Self-Employed ContractorUX, GRAPHIC DESIGNER at Self-Employed Contractor
Shane MoodyShane Moody
Data Entry Clerk at Self-employed ContractorData Entry Clerk at Self-employed Contractor
Christian WardallyChristian Wardally
Automotive Mechanic at Self-Employed ContractorAutomotive Mechanic at Self-Employed Contractor
Chamere GraysChamere Grays
Payroll Assistant at Select RehabilitationPayroll Assistant at Select Rehabilitation