Summary
Overview
Work History
Education
Skills
Timeline
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Kalina Howard

Atlanta,GA

Summary

Dynamic Tech Expert with a proven track record at Verizon Business, adept in advanced troubleshooting and fostering customer satisfaction. Excelled in team collaboration and leadership, significantly enhancing support for SMBs and government clients. Skilled in G-suite and active listening, I drive solutions that generate revenue and create lasting customer relationships.

Overview

5
5
years of professional experience

Work History

Tech Expert-BGCO

Verizon Business
Alpharetta, GA
05.2023 - Current
  • Providing stellar customer support for SMBs, 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, ECPD, SFDC 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 the 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 to 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 creating NPS promoters.
  • Identified needs of customers promptly and efficiently.

Technical Support Advisor

Apple
Remote
05.2020 - 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.
  • Provided technical support to customers on various Apple products, including iPhones, iPads, MacBooks, and iMacs.
  • Troubleshot customer issues related to software updates and hardware malfunctions.
  • Maintained a comprehensive knowledge of current Apple products and services.

Education

Bachelor of Science - Information Technology

Georgia State University
Atlanta, GA
05.2020

Skills

  • Analytical Thinking
  • Teamwork and Collaboration
  • Team Management
  • Basic Math
  • Multitasking Abilities
  • Training & Development
  • Task Prioritization
  • Troubleshooting
  • Active Listening
  • Networking
  • Leadership
  • Self-Directed
  • Optimistic Mindset
  • Advanced troubleshooting
  • Microsoft
  • G-suite
  • Ticket support system management

Timeline

Tech Expert-BGCO

Verizon Business
05.2023 - Current

Technical Support Advisor

Apple
05.2020 - 03.2022

Bachelor of Science - Information Technology

Georgia State University

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Kalina Howard