Kemisha Lambert
Augusta,Georgia
Summary
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. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac. 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.
Experienced with managing billing cycles and maintaining financial accuracy. Utilizes billing software to streamline processes and resolve discrepancies. Knowledge of financial regulations and compliance ensures accurate and timely billing operations.
Overview
16
16
years of professional experience
Work History
Billing Specialist
WOW Internet Cable Phone
07.2024 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Assisted in transition to electronic billing, reducing paper waste and improving operational efficiency.
- Collaborated with customers to resolve disputes.
- Handled account payments and provided information regarding outstanding balances.
- Utilized various software programs to process customer payments.
Tier 2 Technical Support Specialist
Kellyconnect/Apple
05.2019 - 11.2024
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
Tier 2 Technical Support Specialist
Sitel
06.2014 - 04.2019
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
- Created user accounts and assigned permissions.
- Troubleshoot internet modem, cable and phone.
- Assist customer in taking payments, troubleshooting, port ins.
Office Administrator
Crawford Cleaning Service
02.2010 - 03.2014
- Interacted with customers by phone, email, or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Education
Bachelor of Science - Project Management
Strayer University
Online10-2028
High School Diploma -
Josey High School
Augusta, GA05.2012
Skills
- Troubleshooting and Assistance
- Configuring Devices
- Windows 10
- Software Diagnosis
- Apple IOS
- Desktop Support
- User Experience
- Mac Systems
- PC Component Diagnostics
- Support Ticket System Management
- Apple Certified Support Professional (ACSP)
- Account Updating
- Billing systems and software
- Customer service
- Payment posting
- Customer engagement
- Relationship building
- Team collaboration
- Research and due diligence
- Problem-solving
- Microsoft office
- Account updating
- Customer service support
- Payment processing
- Customer account management
- Billing statement review
Timeline
Billing Specialist
WOW Internet Cable Phone
07.2024 - Current
Tier 2 Technical Support Specialist
Kellyconnect/Apple
05.2019 - 11.2024
Tier 2 Technical Support Specialist
Sitel
06.2014 - 04.2019
Office Administrator
Crawford Cleaning Service
02.2010 - 03.2014
Bachelor of Science - Project Management
Strayer University
High School Diploma -
Josey High School