Jimisha Blanton
Denton
Summary
Customer service and technical support professional dedicated to enhancing customer satisfaction. Proven track record in diagnosing and resolving complex issues, ensuring timely follow-up, and maintaining strong service level adherence in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Synchrony Financial
Merriam
10.2021 - Current
- Addressed customer inquiries courteously and resolved issues using effective problem-solving techniques.
- Delivered technical troubleshooting assistance for customers encountering functionality and navigation issues.
- Followed up with customers to evaluate product functionality and ensure satisfaction.
- Explained billing policies and customer rights while clarifying account details.
Technical Support Analyst
Cerner
Lee Summit
01.2018 - 10.2021
- Delivered technical support via phone, email, and walk-ups to end-users in healthcare.
- Diagnosed and resolved issues related to Windows 11, Microsoft 365, Active Directory, hardware, and networking.
- Supported remote users with prompt troubleshooting and issue resolution.
- Triaged, documented, and escalated tickets to ensure timely resolution of technical issues.
- Adhered to SLAs through effective communication and proactive follow-up with end-users.
- Collaborated with vendors and internal teams to swiftly resolve technical issues, enhancing overall support efficiency.
- Assisted with provisioning, upgrades, and inventory management of hardware and software.
- Documented processes for configuring new systems according to established standards.
Card Service Advisor
US Bank
Overland Park
09.2014 - 12.2017
- Cultivated trust and sustained relationships with customer accounts through proactive communication.
- Determined service charges and coordinated billing processes for customer clarity.
- Referred unresolved customer grievances to relevant departments for prompt resolution.
Education
Associate In Arts (A.A.) - Human Resources Management
Longview CC
Lee Summit, MO01-2018
Skills
- Customer Engagement
- Call handling efficiency
- Account management
- Product knowledge
- Technical troubleshooting
- Ticketing systems
- Knowledge Base Management
- Data Management
- Data confidentiality
- Conflict resolution
- Relationship management
- Detail-oriented efficiency
- Call records
Timeline
Customer Service Representative
Synchrony Financial
10.2021 - Current
Technical Support Analyst
Cerner
01.2018 - 10.2021
Card Service Advisor
US Bank
09.2014 - 12.2017
Associate In Arts (A.A.) - Human Resources Management
Longview CC