Kayla Allen
Dallas
Summary
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
ADT Security
Dallas
01.2024 - Current
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Assisted in the development and updating of technical documentation and support guides.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Technical Support Representative
Teleperformance USA
Dallas
02.2022 - 12.2023
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Assisted in the development and updating of technical documentation and support guides.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Demonstrated how to use the full range of features available on Apple products.
- Handled customer complaints in a professional manner while seeking solutions that met their needs.
- Established strong relationships with customers by providing exceptional customer service.
- Troubleshot customer issues related to software updates and hardware malfunctions.
- Provided technical support to customers on various Apple products, including iPhones, iPads, MacBooks, and iMacs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Chat Representative
Optimum HealthCare
Plano
04.2021 - 01.2022
- Provided customers with product and service information.
- Resolved customer complaints via phone, email, mail, or social media.
- Developed an understanding of customer needs by actively listening during conversations.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Secured essential information and data by running database backups.
- Identified errors in data entry and related issues by mentioning to supervisors for resolution.
- Updated existing databases with new information as needed.
- Transferred written information into databases to maintain consistent, accurate client records and project details.
Certified Medical Assistant
MD Family Clinic
Dallas
01.2019 - 03.2021
- Educated patients on preventive care topics such as diet and exercise habits or medication compliance.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Assisted back office patient processes to reduce office wait times.
- Processed orders for medical supplies and lab equipment.
- Assisted with scheduling patient appointments and follow-up visits.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
Education
Certified Medical Assistant -
Concorde Career College
Dallas, TX06-2019
Phlebotomist -
Concorde Career College
Dallas, TX06-2019
High School Diploma -
New Beginners Preparatory
Dallas, TX05-2017
Skills
- Technical documentation
- Product training
- Software troubleshooting
- Customer inquiries
- Problem resolution
- Data entry
- Active listening
- Customer service
- Multitasking capacity
- Professionalism
- Appointment scheduling
- Customer support
- Technical troubleshooting
- Communication skills
- Problem solving
- Problem-solving
- Attention to detail
- Time management
- Effective communication
- Patient handling
- Customer education
- One call resolution
Timeline
Technical Support Representative
ADT Security
01.2024 - Current
Technical Support Representative
Teleperformance USA
02.2022 - 12.2023
Customer Service Chat Representative
Optimum HealthCare
04.2021 - 01.2022
Certified Medical Assistant
MD Family Clinic
01.2019 - 03.2021
Certified Medical Assistant -
Concorde Career College
Phlebotomist -
Concorde Career College
High School Diploma -
New Beginners Preparatory