Kennisha Williams
Austin,TX
Summary
Over 10 years of experience as an IT Customer Service Representative, with a proven track record of delivering exceptional support and resolving complex technical issues. Seeking a role that allows me to leverage my extensive knowledge of information technology, strong communication skills, and passion for providing exceptional customer service. Eager to contribute to the success of a dynamic organization, further develop my skills in a challenging and rewarding environment.
Overview
10
10
years of professional experience
Work History
Virtual Alarm Specialist
ADT LLC
10.2024 - Current
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Resolve and troubleshoot a vast catalog of equipment, ranging from alarm panels, door sensors, cameras, smoke detectors, motion detectors, window sensors, and much more.
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Emphasized providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer.
- Specialized in using the Salesforce application to document and create cases.
- Conducted system analysis and testing to identify and resolve technical issues, or inefficiencies.
IT Support Representative II
Charter Communications - Spectrum Business
Austin, USA
05.2018 - 08.2024
- Handled all incoming calls related to internet, cable, phone, and billing issues in a fast-paced call center environment while performing extensive troubleshooting techniques over the phone to diagnose and resolve customer technical problems.
- Gathered comprehensive customer and technology information to determine appropriate support level, escalating complex issues by submitting detailed tickets.
- Accurately processed and documented all call transactions using specialized tracking software.
- Effectively defused volatile customer situations with calm, courteous, and empathetic service to ensure satisfaction.
- Utilized various software programs and tools such as Kitty, Command prompt, and ACSR (Billers) to assist customers.
E-Service Technical Support Representative
Charter Communications
Austin, USA
08.2015 - 05.2018
- Monitor customer service staff's performance and productivity by analyzing call volumes and average call times.
- Handled high call volumes with exceptional customer service and professionalism.
- Developed and maintain all process controls and metrics for daily management of the Call Center.
Mobile Activations and Repair Representative II
Charter Communications - Spectrum Mobile
Austin, USA
- Assisted customers with activation and set up of mobile devices while resolving connectivity and software concerns.
- Confirmed and edited port number request in a timely manner.
- Advanced to Progress Partner within 4 months, and became a peer mentor and trainer for new staff.
Education
Criminal Justice
Austin Community College
01.2013
High School Diploma -
Del Valle High School
Skills
- Multitasking and Prioritization
- Independent Working/ Remote Efficient
- High Call Volume Expertise
- Diagnostic Specialist
- Time Management / Organizational Skilled
- Critical Thinking/ Problem Solving
- Leadership
- Peer Mentor/ Training
- High Customer Service Satisfaction
- Adaptability and flexibility
- Detailed - Oriented
- Microsoft Office Suite Competent
- LAN and WAN Assessment Knowledgeable
- Expertise in Systems: Kitty, Command prompt, ACSR (Billers), Salesforce, Workforce Management and Port ps
- SQL Knowledge
- Over 4 years working and remote enviroment
References
References available upon request.
Timeline
Virtual Alarm Specialist
ADT LLC
10.2024 - Current
IT Support Representative II
Charter Communications - Spectrum Business
05.2018 - 08.2024
E-Service Technical Support Representative
Charter Communications
08.2015 - 05.2018
Mobile Activations and Repair Representative II
Charter Communications - Spectrum Mobile
Criminal Justice
Austin Community College
High School Diploma -
Del Valle High School
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