Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Jowanda Alexander

Mesquite,TX

Summary

With a proven track record at Harte-Hanks CRM Services/Max, I excel in technical troubleshooting and customer satisfaction management, boosting user engagement by 15%. My expertise in HIPAA compliance and active listening ensures top-notch service support, aligning with employer needs for adaptability and problem-solving skills. Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Harte-Hanks CRM Services/Max
02.2024 - 07.2025


  • Resolved account access issues, including password resets and security setting updates,and authentication tools, restoring user access.
  • Logged all technical support activities in Salesforce,ensuring 100% accuracy for compliance audits and reducing repeat ticket volume by 12%.
  • Created system documentation, FAQs, and troubleshooting guides, increasing self-service adoption and reducing repetitive support tickets by 15%.
  • Resolved Tier 1 issues independently and escalated complex cases via Zendesk, achieving a 95% resolution rate within SLA.
  • Maintained 100% compliance with technical support protocols by performing monthly audits and cross-verifying process adherence.
  • Diagnosed software and hardware malfunctions using Reliability Monitor, reducing average downtime per incident by 20%.
  • Delivered multi-channel support via phone, email, and chat, achieving a 97% customer satisfaction score and consistently meeting SLA targets.
  • Executed daily operational tasks with zero critical errors, contributing to a 98% schedule adherence rate.
  • Analyzed incident data in ServiceNow Performance Analytics, providing insights that reduced ticket backlog by 10%.


Savings Specialist

Marcus by Goldman Sachs
03.2022 - 01.2024
  • Handled over 50 customer inquiries daily via email, phone, and chat, offering seamless navigation support and guiding customers through account applications
  • Solved general inquiries and account actions while troubleshooting issues, maintaining a 95% first-contact resolution rate
  • Achieved full compliance with all regulatory and departmental policies, playing a pivotal role in ensuring a smooth audit process
  • Guided customers in opening CDs and savings accounts, accurately delivering APY and interest rate details, leading to a 20% growth in account openings
  • Actively engaged in process improvement initiatives, streamlining workflows and reducing service response times by 10%
  • Surpassed key performance metrics, consistently receiving a 95% call quality rating and maintaining a 98% schedule adherence rate
  • Processed ACH and wire transfers, ensuring accurate and timely transaction execution for customer accounts
  • Assisted customers with adding and removing beneficiaries for Marcus deposit accounts, ensuring proper documentation and compliance with banking policies

Social Media Content Review Analyst

Genpact
11.2016 - 02.2022
  • Curated content across major social platforms such as Facebook, Twitter, and Instagram, driving user engagement up by 15% through strategic algorithm use
  • Analyzed web traffic and engagement metrics using Google Analytics, identifying trends that boosted click-through rates by 10%
  • Designed and managed a dynamic content calendar, ensuring timely posts and raising engagement levels by 12%
  • Distributed content across social media and company websites, optimizing post timing, which expanded audience reach by 20%
  • Refined underperforming content strategies based on Google Analytics and Facebook Insights, resulting in a 15% increase in engagement rates
  • Monitored industry trends to publish timely and relevant content, elevating social media interactions by 10%

Licensed Benefit Advisor

ONE EXCHANGE WILLIS TOWERS WATSON
06.2014 - 11.2016
  • Advised customers on Medicare plans, addressing over 50 inbound inquiries daily with precision and care
  • Delivered exceptional customer service, achieving a 95% satisfaction rate through active listening and empathy
  • Protected confidential customer data in strict accordance with HIPAA regulations, fostering trust and compliance
  • Proactively resolved issues on the first call, sustaining a 90% first-call resolution rate through patient and empathetic service
  • Assisted customers with comparison-shopping by explaining contract terms and pricing, increasing customer trust and conversions

Education

Associate of Business Management - Business Management

Eastfield Community College
Mesquite, TX
05.2001

Skills

  • Lean Methodology
  • Soft skills
  • HIPAA Compliance
  • Technical troubleshooting
  • Support case resolution
  • Hardware diagnostics
  • Software troubleshooting
  • POS systems expert
  • Reliable and secure high-speed internet
  • Active listening
  • CRM software
  • Documentation and reporting
  • Attention to detail
  • Adaptability
  • Problem solving
  • Team leadership
  • First Call Resolution
  • Zoom
  • Product troubleshooting
  • Ticket management
  • Analytical thinking
  • Technical issues analysis
  • Remote support

Certification

Texas Licensed Insurance Agent for Health/Life

Timeline

Technical Support Representative

Harte-Hanks CRM Services/Max
02.2024 - 07.2025

Savings Specialist

Marcus by Goldman Sachs
03.2022 - 01.2024

Social Media Content Review Analyst

Genpact
11.2016 - 02.2022

Licensed Benefit Advisor

ONE EXCHANGE WILLIS TOWERS WATSON
06.2014 - 11.2016

Associate of Business Management - Business Management

Eastfield Community College

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