Jerra Thomas
Greenville,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Fiserv
Hagerstown, MD
05.2022 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Diagnosed system errors and implemented solutions to resolve them.
- Assisted customers with installation of new hardware and software applications.
- Created reports on customer complaints and feedback for management review.
- Recommended upgrades or additional features that could enhance user experience.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
Retention Customer Service/Sales Representative
Focus Services
Greenville, NC
06.2020 - 05.2022
- Answered incoming customer calls regarding product questions, sales inquiries, and complaints.
- Provided accurate information about products and services.
- Resolved customer service issues in a timely manner.
- Suggested additional products or services that may benefit the customer's needs.
- Answered customer questions about products and services and recommended appropriate solutions.
- Identified potential opportunities to upsell products or services.
- Educated customers on product features and benefits.
Department Manager
Walmart
Greenville, NC
11.2015 - 05.2021
- Lead and manage a team of 15 employees in the Department, ensuring that all tasks are completed efficiently and on time.
- Developed strategies to improve customer service and increase sales by 10% within 6 months.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes.
- Handled shift overstock, restocking and inventory control.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
Education
High School Diploma -
Riverside High School
Williamston, NC06.2014
Skills
- Information Protection
- Software Installation
- Technical Support
- Data Recovery
- Customer Service
- Windows XP/Vista
- DHCP/DNS Ethernet and Firewall Proficient
- Product Troubleshooting
- Microsoft Outlook
- Call Center Operations
- Technical Troubleshooting
Timeline
Technical Support Representative
Fiserv
05.2022 - Current
Retention Customer Service/Sales Representative
Focus Services
06.2020 - 05.2022
Department Manager
Walmart
11.2015 - 05.2021
High School Diploma -
Riverside High School