Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Keaton Grant

Pompano Beach,FL

Summary

Bilingual support professional with comprehensive understanding of technical troubleshooting and customer care. Extensive experience in providing top-notch support, ensuring smooth and effective service delivery. Known for strong team collaboration, reliability, and adaptability to evolving needs, while possessing key skills in communication and technical problem resolution.

Overview

6
6
years of professional experience

Work History

Bilingual Technical Support Representative

AT&T Mobility
11.2023 - 04.2025
  • Provided exceptional customer service by empathizing with clients'' needs and addressing their concerns professionally and efficiently.
  • Educated clients on product features and functionalities, enhancing their understanding of the technology and promoting self-sufficiency.
  • Maintained up-to-date knowledge of products and services offered.
  • Mentored new hires by sharing knowledge of company systems, processes, and technical expertise to ensure their smooth onboarding process.
  • Collaborated with team members to improve overall service quality, leading to higher customer retention rates.
  • Escalated critical issues to senior technicians or management when necessary, ensuring prompt resolution of urgent matters.
  • Managed approximately 55 incoming calls, emails and faxes per day from customers

Bilingual Customer Service Representative

Liveops
06.2021 - 11.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.

Roadside Assistance Agent

Agero
07.2019 - 04.2021
  • Conducted regular follow-ups with customers to ensure their satisfaction and gather feedback for continuous improvement.
  • Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
  • Utilized GPS technology to accurately locate stranded motorists for faster response times.
  • Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
  • Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.

Education

High School Diploma -

Atlantic Technical College
Pompano Beach, FL
08.2008

Skills

  • Strong multitasking
  • Reliability and punctuality
  • Vehicle diagnostics
  • Stress tolerance
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Fluent bilingualism
  • Ticketing system

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Bilingual Technical Support Representative

AT&T Mobility
11.2023 - 04.2025

Bilingual Customer Service Representative

Liveops
06.2021 - 11.2023

Roadside Assistance Agent

Agero
07.2019 - 04.2021

High School Diploma -

Atlantic Technical College

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