Kenisha Scott
Desoto
Summary
Dynamic professional with a proven track record at QuickBooks, excelling in technical support and customer service delivery. Expert in AutoCAD proficiency and fostering employee engagement, I significantly enhance project outcomes and client satisfaction. Skilled in CRM software, with a knack for problem resolution and a courteous demeanor, I consistently achieve and surpass goals.
Overview
28
28
years of professional experience
Work History
Technical Support
QuickBooks
Remote
06.2020 - 11.2024
- Troubleshooting: Identifying and resolving technical problems with computer systems, applications, and network connectivity.
- Customer interaction: Answering technical support inquiries from users via phone, email, or live chat, clearly explaining solutions in a user-friendly manner.
- Software installation and configuration:Installing and configuring software applications on user systems.
- Hardware troubleshooting: Diagnosing hardware issues and coordinating repairs with relevant technicians.
- System maintenance: Performing routine system checks, updates, and patch management.
- Documentation: Maintaining accurate records of customer issues, solutions, and knowledge base updates.
- Escalation: Referring complex technical issues to higher-level support teams when necessary
Customer Support Agent
Benny Hinn Ministries
Grapevine
08.2017 - 06.2020
- Served customers by providing product and service information and resolving product and service problems.
- attracted potential customers by answering product and service questions and suggesting information about other products and services.
- opened customer accounts by recording account information.
- maintained customer records by updating account information.
- resolved product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- maintained financial accounts by processing customer adjustments.
- recommended potential products or services to management by collecting customer information and analyzing customer needs.
- prepared product or service reports by collecting and analyzing customer information.
- contributes to team effort by accomplishing related results as needed.
- prayed with callers and prayed over prayer request sent in via mail
CAD Technician
AT&T
Dallas
11.2010 - 05.2017
- Develop engineering drawings and designs from plans, sketches, or diagrams
- Create 2D drawings and 3D models
- Collaborate with team members to ensure design accuracy
- Make design modifications based on client feedback
- Create material lists and cost estimates
- Check drawings for errors
Human Resources Specialist/ Recruiter
U.S. Army
USA
01.1997 - 09.2010
- Workforce Planning and Employment
- Implementing the organization’s recruiting strategy
- Interviewing applicants
- Administering pre-employment tests
- Assisting with completing background investigations
- Processing transfers, promotions, and terminations
- HR Development
- Conducting training sessions
- Administering on-the-job training programs
- Evaluating the effectiveness of training programs
- Maintaining records of employee participation in all training and development programs
- Analyzing job duties
- Performing job evaluations and job analysis
- Helping to negotiate collective bargaining agreements
- Resolving grievances
- Assisting with processing employee grievances
- Overseeing engagement programs and other employee relations work
- Risk Management
- Developing and administering health and safety programs
- Conducting safety inspections
- Maintaining accident records
- Preparing government reports as to remain in compliance
Education
Associate of Applied Science - Science
Cedar Valley College
Lancaster, TX05-2013
Skills
- Technical support and assistance
- Customer technical support
- Customer service delivery
- Employee engagement
- Recruiting
- Personnel relations
- Compensation and benefits
- Schematics
- 2D drawing
- File management
- AutoCAD proficiency
- Electrical drafting
- Project management
- Complaint resolution
- Account updating
- Problem resolution
- Courteous demeanor
- Follow-up skills
- Email management
- Customer education
- CRM software proficiency
- Recordkeeping strengths
- Data entry
- Product education
- Critical thinking
- Live chat support
- Inbound and outbound calling
- Technical support
Timeline
Technical Support
QuickBooks
06.2020 - 11.2024
Customer Support Agent
Benny Hinn Ministries
08.2017 - 06.2020
CAD Technician
AT&T
11.2010 - 05.2017
Human Resources Specialist/ Recruiter
U.S. Army
01.1997 - 09.2010
Associate of Applied Science - Science
Cedar Valley College
Similar Profiles
VALERIA TURCIOSVALERIA TURCIOS
Assistant Accountant at QuickBooksAssistant Accountant at QuickBooks
Steven WhiteSteven White
Account Executive at QuickBooksAccount Executive at QuickBooks
Jhon ZuluagaJhon Zuluaga
Financial Administrative Manager at QuickBooksFinancial Administrative Manager at QuickBooks