Kennyatta Hewell
Columbus,GA
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert microsoft access and Microsoft Excel user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
5
5
years of professional experience
Work History
Technical Support Agent
Sutherland Global Services
Kingston, Jamaica
08.2020 - 11.2020
- Developed and executed quality strategies for new technical disputes
- Provided efficient and responsive service to customers by maintaining an acceptable level of productivity
- Used information provided by customers to diagnose technical issues and provide detailed solutions
- Collaborated with on site technicians to fix issues that cannot be resolved remotely
- Performed daily tracking and wrote daily reports on customer satisfaction, rick and team morale
- Locating and updating client records and sending weekly reports to management.
Teacher
Kingston, Jamaica
01.2016 - 06.2020
- Developed curriculum tailored to students specific needs
- Taught eight grade curriculum and reviewed assignments for Principles Of Business, Mathematics and English
- Taught skills to improve academic performance, including study strategies, note taking and approaches to answering test questions
- Administered tests and provided full progress reports to parents
Customer Service Rep
Fullgram Int’l Call Center
Kingston, Jamaica
06.2015 - 11.2015
- Developed and executed quality strategies for new technical disputes
- Provided accurate and complete product information to customers by leveraging company resources
- Built sustainable relationships of trust through open and interactive communication
- Proactively grew the sales portfolio through prospecting and engagement
- Led compliance efforts to manage risk and maintain internal audit ratings
- Maintained company integrity by providing world class customer care
- Analysing sale trends and submitting report to management
- Using specific software to update account information and increase sale portfolio
- Assist manager with company monthly report using Microsoft tools
- Assist in training new recruits to perform basic pricing functions in response general pricing requests
- Analysing trends in markets and developing a suitable sales pitch
Education
Certification | Financial Modelling and Valuation - Accountancy And Finance
Corporate Finance Institute
Vancouver, Canada 01.2022
BSc - Banking and Finance
University of The West Indies
Kingston, Jamaica 01.2021
Skills
- Help Desk Support
- Attention to Detail
- Technical Troubleshooting
- Troubleshooting Network Issues
- Verbal and Written Communication
- Analytical and Methodical
- Customer Service Support
- Risk and Treasury Management
- Financial Management
- Financial Accounting
- Analysis and Lending
- Team Player
- Multitasking and Prioritization
- Highly Professional
- Positive and Upbeat
Accomplishments
- Trained and led technical support teams of more than 10 support specialists.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Resolved product issue through consumer testing.
- Curriculum Development - Tailored educational curriculum to students with range of learning styles, disabilities, strengths, and weaknesses. Developed innovative semester lesson plans and practical application exercises for classroom, reversing scores on Physical Science tests from 65% average to 87% average.
- Student Mentor - Volunteered as temporary student guidance counselor to help resolve student personal issues.
Timeline
Technical Support Agent
Sutherland Global Services
08.2020 - 11.2020
Teacher
01.2016 - 06.2020
Customer Service Rep
Fullgram Int’l Call Center
06.2015 - 11.2015
Certification | Financial Modelling and Valuation - Accountancy And Finance
Corporate Finance Institute
BSc - Banking and Finance
University of The West Indies