Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keisha Boyd

Marietta,GA

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

12
12
years of professional experience

Work History

Technical Support Expert

Verizon Wireless
09.2013 - Current
  • Collaborated with cross-functional teams for efficient problem-solving and knowledge sharing.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Provided exceptional customer service by empathizing with clients'' frustrations and offering timely resolutions.
  • Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on process improvements.
  • Coordinated with vendors for hardware replacement or software updates ensuring timely resolution of escalated issues.
  • Monitored network hardware operations to evaluate proper configuration.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
  • Documented support interactions for future reference.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed approximately 40 incoming calls, emails and faxes per day from customers.'

Credit Card Customer Service Representative

Chase
09.2011 - 08.2012
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Fielded approximately 40 calls per day incoming customer calls to deliver high-quality solutions.

Education

Associate of Applied Science - Business Administration And Management

DeVry University
Downers Grove, IL
02.2025

High School Diploma -

Tall Oaks
Bowie, MD
05.1998

Skills

  • Application support
  • Hardware upgrades
  • VPN configurations
  • Issue Troubleshooting
  • Customer Service
  • Product Troubleshooting
  • Customer service expert
  • Technical Support
  • Call Center Operations
  • Data Entry
  • Self-Directed
  • Dependable and Responsible
  • Active Listening
  • Problem Resolution
  • Problem-Solving
  • Multitasking Abilities

Timeline

Technical Support Expert

Verizon Wireless
09.2013 - Current

Credit Card Customer Service Representative

Chase
09.2011 - 08.2012

Associate of Applied Science - Business Administration And Management

DeVry University

High School Diploma -

Tall Oaks

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Keisha Boyd