Kentricia Ware
Natchez,MS
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Tier 1 Technical Support Representative
Concentrix
07.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
Technical Chat Advisor
Kelly Connect
02.2022 - 04.2024
- Troubleshot hardware and software issues for both Mac computers and iOS devices.
- Utilized available resources to answer complex technical questions or escalate issues.
- Handled customer complaints professionally, working towards satisfactory resolutions while adhering to company policies.
- Helped customers set up and personalize their new devices, including transferring data from old devices.
Benefits Service Representative
Conduent
08.2021 - 12.2021
- Delivered exceptional customer service on benefits issues through active listening, patience and prompt response with resolutions or actionable next steps.
- Administered medical, dental and vision benefit plans and also handled flexible spending, health savings and health reimbursement accounts in compliance with federal and state regulations.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Sales Associate
Walmart
11.2014 - 08.2021
- Attended weekly team meetings to review performance goals and objectives.
- Managed multiple tasks simultaneously while meeting deadlines.
- Demonstrated selling experience in fast-paced, service-oriented retail setting.
- Rotated stock using clearance markdowns and special sales promotions
Education
GED -
Woodstock High School
Woodstock, GA05-2012
Skills
- Benefits administration
- New employee enrollment
- Employee benefits laws
- Clear communication
- Ticket management
- Security awareness
- Goal oriented
- Performance tracking
- Refunds processing
- Member account management
- Flexible schedule
- Multitasking and organization
Timeline
Tier 1 Technical Support Representative
Concentrix
07.2024 - Current
Technical Chat Advisor
Kelly Connect
02.2022 - 04.2024
Benefits Service Representative
Conduent
08.2021 - 12.2021
Sales Associate
Walmart
11.2014 - 08.2021
GED -
Woodstock High School
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