Kalina Howard
Atlanta,GA
Summary
Proven Tech Expert at Verizon Business, adept in advanced troubleshooting and customer service, significantly enhancing customer satisfaction. Excelled in a fast-paced environment, leveraging critical thinking and excellent communication to resolve complex issues. Committed to continual improvement, fostering long-term relationships, and driving efficiency. Demonstrates exceptional problem-solving and teamwork skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Professional with strong background in technology advisory, prepared to deliver significant impact. Valued for effective team collaboration, adaptability, and unwavering focus on achieving results. Expertise in IT strategy, systems integration, and cybersecurity, complemented by strong interpersonal and problem-solving skills. Dependable and resourceful, ready to drive success in dynamic environments.
Overview
4
4
years of professional experience
Work History
Tech Expert
VerizonBusiness
05.2023 - Current
- Providing stellar customer support for SMB, National and Government customer types by resolving billing, technical and end user support while proactively focusing on NPS and generating revenue
- Utilized applications such as ACSS, MBA, WFM, MTAS, MARS and REMEDY
- Performing advanced troubleshooting for hardware and software, diagnosing both network and application issues
- Providing efficient customer support with the ability to be proficient in customer-facing systems
- Maintaining an in-depth level of knowledge of products, network, and ability to position them as strategic solutions
- Driving trouble ticket accuracy through deductive reasoning and tool utilization
- Providing advanced technical support information to sales and support groups across all channels as appropriate
- Helping create and accept change and innovation in your area of the business to create greater value for customers, shareholders and peers
- Self-motivated, with a strong sense of personal responsibility
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written
- Demonstrated respect, friendliness and willingness to help wherever needed
- Applied proactive and solution-oriented customer support and troubleshooting to resolve all concerns, issues and inquiries, eliminating unnecessary transfers, repeat calls and create NPS promoters
Customer Service Advisor
Apple
01.2021 - 03.2022
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Addressed complex issues by scheduling repair appointments.
- Managed department call volume of 30 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Handled customer inquiries and suggestions courteously and professionally.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Continuously sought opportunities for personal development through ongoing training programs.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
Education
Bachelor of Science - Information Technology
Georgia State University
05.2020
Skills
- Digital Transformation
- Teamwork and Collaboration
- Problem-solving abilities
- IT risk management
- Machine Learning
- Big Data Analytics
- Client Relationship Building
- Virtualization techniques
- Network configuration
- Business Process Analysis
- Strategic Planning
- Application support
- Client Needs Assessment
- Data Analysis
- Business Analysis
- Technical consulting
Timeline
Tech Expert
VerizonBusiness
05.2023 - Current
Customer Service Advisor
Apple
01.2021 - 03.2022
Bachelor of Science - Information Technology
Georgia State University
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