Hi, I’m
Joi Williams
South Fulton,TN
Summary
Dynamic professional with a proven track record in technical support and customer service excellence, notably at Working Solutions. Expert in software diagnosis and application support, complemented by a strong ability to resolve customer complaints efficiently. Demonstrated success in enhancing productivity and customer satisfaction, leveraging Microsoft Office expertise and exceptional problem-solving skills.
Overview
5
years of professional experience
Work History
Working Solutions
Technical Support Representative
06.2023 - 10.2024
Job overview
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
HeliosX
Data Entry Specialist
03.2022 - 05.2023
Job overview
- Compiled data and reviewed information for accuracy prior to input.
- Scanned documents and saved in database to keep records of essential organizational information.
- Verified data files prior to entry to maintain high data accuracy.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Completed data entry tasks with accuracy and efficiency.
- Maintained files, records, and chronologies of entry activities.
Concentrix
Customer Service Representative
01.2020 - 02.2022
Job overview
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Guided customers through troubleshooting, navigating the company website/mobile app or using the product or service using digital tools
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
South Fulton High School, South Fulton, TN
High School Diploma
05-2007
Skills
- User credential management
- Service support
- Call recordkeeping
- Software diagnosis
- Application support
- Complaint resolution
- Scheduling
- Account updating
- Call center procedures
- Microsoft office expertise
- Microsoft Excel
- Researching
- Transcribing documents
- Log book updates
- Data transcription
- Error verification
- Word processing
- Identifying errors
- Information verification
- Sales
Timeline
Technical Support Representative
Working Solutions
06.2023 - 10.2024
Data Entry Specialist
HeliosX
03.2022 - 05.2023
Customer Service Representative
Concentrix
01.2020 - 02.2022
South Fulton High School
High School Diploma
Similar Profiles
Misbau AkindjiMisbau Akindji
Airbnb Host & Property Management Consultant at Working SolutionsAirbnb Host & Property Management Consultant at Working Solutions
Kaleigh SuiteKaleigh Suite
Back Office Support Specialist at Working SolutionsBack Office Support Specialist at Working Solutions
MIYA JUNEMIYA JUNE
Customer Service Representative at Working SolutionsCustomer Service Representative at Working Solutions