Keasia Sims
Savannah,GA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert Microsoft and Zscaler user as well as Trello. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
5
5
years of professional experience
Work History
Tech Support
Teleperformance
07.2023 - Current
- Enhanced system performance by diagnosing and resolving hardware and software issues
- Streamlined troubleshooting processes for increased efficiency and reduced downtime
- Collaborated with cross-functional teams to implement new technology solutions, improving overall support capabilities
- Reduced response time for support requests by prioritizing tasks and managing workload effectively
- Maintained up-to-date knowledge on industry trends and emerging technologies, ensuring prompt resolution of complex issues
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings
- Developed comprehensive documentation for support processes, enabling faster issue resolution for team members
- Conducted regular systems maintenance to optimize performance and minimize downtime
- Implemented proactive measures to identify potential issues before escalated, minimizing system disruptions
- Assisted users with software installation and configuration, ensuring optimal functionality across organization
- Maintained servers and systems to keep networks fully operational during peak periods
- Patched software and installed new versions to eliminate security problems and protect data
- Managed over 50 calls per day
Customer Service Representative
TTEC - Duluth, GA
09.2020 - 10.2022
- Assisted customers with warm and professional attitude
- Assisted customers with questions
- Managed customer accounts
- Assisted with technical support duties.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Collaborated with team members to develop best practices for consistent customer service delivery
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Exceeded performance metrics consistently, earning recognition as top performer within team
- Provided coaching and mentoring to new hires, contributing to their successful integration into team
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques
- Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients
- Handled customer inquiries and suggestions courteously and professionally
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
USC Football Cashier and More
USC Football Games - Columbia, SC
08.2018 - 11.2019
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Provided customers with information on specials and discount deals
- Approached every question or concern with calm and level-headed approach to successfully address any need.
- Greeted over 50 customers per day and communicated effectively to obtain accurate orders
Education
Bachelor Of Science - Game Programming And Development
Southern New Hampshire University
Hooksett, NH06.2026
Bachelor of Science -
Full Sail University - Winter Park, FL
Winter Park05.2021
Bachelor of Science -
Benedict College
Columbia, SC05.2020
High School Diploma -
Orangeburg Wilkinson Highhschool - Orangeburg, SC
Orangeburg, SC06.2018
Skills
- MS Office
- Dependable and Responsible
- Recordkeeping
- Excellent Communication
- Organization and Time Management
- Microsoft Word
- Calm Under Pressure
- Relationship Building
- Active Listening
- Good Telephone Etiquette
- Research
- Interpersonal Communication
- Data Entry
- Problem-Solving
- PPE use
- Analytical and Critical Thinking
- Quality Assurance
- Coding Skills
- Automated Unit Testing
- Glitch and Bug Resolution
- Coding Expertise
- Interpersonal and Written Communication
- Game Prototypes
- Troubleshooting and Testing
- Gaming Design
- Games Development
- Prototype Development
- Project Documentation
- Industry Standards
- Programming Languages
- Effective Communication
- Multi-Player Collaboration
- Networking and Multiplayer
- Augmented Reality Development
- Team Collaboration Aptitude
- Artificial Intelligence Implementation
- UI and UX Design Proficiency
- Virtual Reality Development
- Delivery Management
- Layout Management
- Implementation Planning
- Concept Development
- Progress Reporting
- Design Development
- Project Specifications
- Technical Writing
- Technical Consulting
- Performance Optimization Techniques
- Cross-Platform Development
- Creative Problem Solving
- Expertise in Animation
- Game Engine Familiarity
- Game Analytics Analysis
- Continuous Learning Mindset
- Advanced Mathematics Abilities
- In-Depth Storytelling Techniques
- Quality Assurance Testing
- Version Control Systems
- Strong Game Design Knowledge
- Player Retention Strategies
- Game Monetization Strategies
- Solid Physics Understanding
- Efficient Project Management
- Marketing and Promotion
- Technical Documentation Writing
- Scripting Language Mastery
- Audio Design Expertise
Personal Information
Relocation: Anywhere
Timeline
Tech Support
Teleperformance
07.2023 - Current
Customer Service Representative
TTEC - Duluth, GA
09.2020 - 10.2022
USC Football Cashier and More
USC Football Games - Columbia, SC
08.2018 - 11.2019
Bachelor Of Science - Game Programming And Development
Southern New Hampshire University
Bachelor of Science -
Full Sail University - Winter Park, FL
Bachelor of Science -
Benedict College
High School Diploma -
Orangeburg Wilkinson Highhschool - Orangeburg, SC
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