Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Hi, I’m

Keisha L. Woods

Cincinnati,OH
Keisha L. Woods

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Skilled in identifying and resolving complex

customer-related technical problems. Ability to handle multiple projects simultaneously with a high degree of accuracy. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

20
years of professional experience

Work History

Arise, Agero Roadside Assistance

Remote Response Associate
03.2021 - Current

Job overview

  • Managed over 50 customer calls per day
  • Provide excellent listening, verbal and written communication skills for drivers in distress
  • Properly diagnose customer's needs, in order to coordinate assistance needed; using multiple screens, systems and applications
  • Kept record of detailed notes for every interaction
  • Acknowledged for strong customer service skills and ability to address difficult customers timely and efficiently
  • Recognized for giving empathetic high quality customer service

Emerson, Cooper

Technical Support Specialist
05.2018 - 07.2019

Job overview

  • Provide telephone-based/on-line technical assistance and training to end-user customers and field sales reps regarding installation, configuration, and issue resolution of wireless temperature monitoring products
  • Remotely diagnose issues caused by operating system, IIS, network, database, computer hardware, antivirus, firewalls, etc using VPN or remote desktop applications
  • Test software/hardware to verify proper operation, validity of results, accuracy and reliability
  • Provide multiple levels of training based on client’s product familiarity
  • Maintain friendly and cooperative relationships with end-user customers and team members to ensure high standard of professionalism, product reliability and customer satisfaction.
  • Resolved 50 technical support inquiries per day

CDK Global

Client Technical Analyst
01.2016 - 08.2017

Job overview

  • Provides remote support services
  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online tickets
  • Creates case logs, records information, establish resolution time, follow up on issues, and escalate complex issues
  • Troubleshoots problems with malfunctioning software applications and recommends corrective action
  • Works in team environments and assist team members on various issues

Education

Cincinnati State Technical and Community College
Cincinnati, OH

Associate of Applied Science from Computer Information Systems
2004

University Overview

Scarlet Oaks Career and Development Center
Cincinnati, OH

Certificate of Completion, Business Computer Technology
2000

University Overview

Skills

  • Data Evaluation
  • Call Volume and Quality Metrics
  • Online Chat
  • Customer Order Management
  • Ability to Work Independently
  • High-Volume Call Environments
  • Communications Strategies
  • Microsoft Office
  • Calm and Professional Under Pressure
  • First-Tier Technical Support
  • Database Optimization
  • Remote Technical Assistance
Availability
See my work availability
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Available
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Quote

I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison

Timeline

Remote Response Associate
Arise, Agero Roadside Assistance
03.2021 - Current
Technical Support Specialist
Emerson, Cooper
05.2018 - 07.2019
Client Technical Analyst
CDK Global
01.2016 - 08.2017
Cincinnati State Technical and Community College
Associate of Applied Science from Computer Information Systems
Scarlet Oaks Career and Development Center
Certificate of Completion, Business Computer Technology

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Keisha L. Woods