JIMMIE MILLER
Norfolk,VA
Summary
Experienced Technical Support Representative with a proven track record of providing advanced technical assistance to customers facing complex issues with products and services. Skilled in troubleshooting intricate technical problems and delivering timely solutions while ensuring exceptional customer satisfaction. Proficient in clear communication with non-technical users, documenting interactions accurately, and collaborating cross-functionally to resolve issues efficiently.
Overview
17
17
years of professional experience
Work History
SEASONAL TECH SUPPORT TEAM LEAD
Liberty Tax
11.2023 - Current
- Provide technical support to Liberty Tax franchisees via ticketing system, phone, and remote assistance applications, ensuring timely and professional issue resolution and knowledge dissemination
- Effectively diagnose and resolve support incidents across a wide array of devices including PC's, laptops, Apple computers, tablets, printers, mobile phones, and smart devices
- Support software and hardware installations, configuration, and troubleshooting of workgroup networks, broadband ISP connections, and Liberty Tax Service proprietary applications
- Collaborate on various support projects, analyzing customer problems and formulating detailed plans of resolution to ensure optimal customer satisfaction
- Thoroughly and accurately document incidents, resolutions, and customer interactions to maintain comprehensive records and facilitate knowledge sharing.
CUSTOMER SERVICE RELATIONSHIP SPECIALIST
The Hartford
01.2023 - 10.2023
- Partnered with management to assess daily business needs within the commercial and personal liability insurance department
- Created action plans based on project prioritization, scope, and operational deadlines
- Provided ongoing end-user support to new and existing clients, driving customer satisfaction, and preventing user-based errors
- Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating
- Managed a high volume of internal and external client correspondence within a fast-paced call center environment via verbal and written communication methods
- Worked closely with IT department staff to identify root causes of technical issues, then relayed technical information to non-technical end-users in a digestible format
- Utilized customer relationship management systems to accurately log and manage client interactions, which provided continuous documentation for future account management.
SENIOR TECH SUPPORT REPRESENTATIVE
Carter Leasing & Realty
12.2017 - 12.2022
- Provided advanced technical support to customers, addressing complex technical issues with products and services, ensuring high levels of customer satisfaction
- Effectively communicated technical solutions to non-technical clients and renters in a clear and concise manner, ensuring understanding and resolution
- Collaborated with cross-functional teams as necessary to resolve customer issues efficiently, fostering a cohesive and solution-oriented work environment
- Responded to open tickets while consistently meeting or exceeding performance targets for key performance indicators (KPIs), demonstrating effectiveness and contributing to overall team success
- Maintained a positive, empathetic, and professional demeanor towards customers and colleagues at all times, reinforcing the company's commitment to exceptional service.
Pharmacy Technician
CVS Pharmacy
09.2016 - 11.2017
- Aided pharmacy staff in preparing medications and fill orders
- Received written requests for prescription refills from patients and prescriptions sent electronically from doctor offices
- Performed routine tasks to help prepare prescribed medication for patients, such as counting tablets and labeling bottles
- Verified the information on the prescription was complete and accurate
- Updated patient profiles and insurance information med clerical functions, including filing, copying, and faxing.
Patient Service Representative
Sentara Norfolk General Hospital
09.2007 - 03.2015
- Scheduled and confirmed appointments with patients and healthcare professionals
- Accessed patient information through a variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Coordinated between patients and healthcare professionals to meet patient needs
- Checked daily doctor schedules and verified insurance.
Education
High School Diploma -
Spring Brook High School
Cyber Security, Network Plus Certification & Security Plus Certification -
Montgomery Community College
Skills
- Email, Chat, & Phone Customer Support
- Remote work experience
- CRM System Experience
- Salesforce
- MS Office Suite expertise
- Technical troubleshooting experience
- Security plus certification
- Network plus certification
- Microsoft Access
- Remote diagnostic and monitoring tools
- Oracle
- Zendesk
- Google Docs
- Application installations
- Remote Support
- Ticket System Experience
- SharePoint
- Excel
- Data entry and QA
- Type 50 wpm
- Experience in fast paced high-volume call center
- CRM software expertise
- Trend tracking
- Software Installation
- Application support
- User Support
- Product Troubleshooting
- Technical Troubleshooting
Timeline
SEASONAL TECH SUPPORT TEAM LEAD
Liberty Tax
11.2023 - Current
CUSTOMER SERVICE RELATIONSHIP SPECIALIST
The Hartford
01.2023 - 10.2023
SENIOR TECH SUPPORT REPRESENTATIVE
Carter Leasing & Realty
12.2017 - 12.2022
Pharmacy Technician
CVS Pharmacy
09.2016 - 11.2017
Patient Service Representative
Sentara Norfolk General Hospital
09.2007 - 03.2015
High School Diploma -
Spring Brook High School
Cyber Security, Network Plus Certification & Security Plus Certification -
Montgomery Community College