Kera Dinkins
Atlanta,GA
Overview
14
14
years of professional experience
Work History
Customer Success Manager
AARP Services
Riverdale, GA
11.2017 - 11.2020
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategy to increase customer retention.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
SR Apple Developer Analyst
Apple
Cupertino, CA
03.2018 - Current
- Proficient with Mac and AD IOS Systems.
- Tested applications prior to final review to verify issue resolution.
- Successfully integrated push notifications into apps, bolstering user engagement.
- Collaborated with other developers to identify and alleviate software errors and inefficiencies.
- Walked clients and internal staff through troubleshooting steps to resolve common software issues.
- Checked client code for bugs and weaknesses using approved troubleshooting methods.
- Coordinated with project management staff on database development timelines and project scope.
System Administrator
TRY Freight
10.2014 - 05.2017
- Scheduled and tracked movements of owned and rented equipment.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Assessed regulatory and operational risks for escalation to management.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Coordinated repairs to vehicles to maintain fleet operations.
- Responded to over 80 daily caller requests with information about assistance and timeframes.
- Completed reports detailing network and systems performance, costs and downtime issues.
Geek Squad- Technical Lead
Best Buy
Douglasville, GA
03.2011 - 08.2014
- Investigated and addressed system issues to enhance usability and improve functionality.
- Mentored junior team members, providing educational expertise on technical concepts and internal software diagnostics.
- Evaluated and adopted new technologies to address changing industry needs.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Oversaw project budgets, milestones and team performance.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Identified prospect needs and developed appropriate responses along with information on suitable products and services.
Education
Associate Of Business Administration - Business Administration And Management
Fort Valley State University
Fort Valley, GA08.2015
Highschool Diploma -
Morrow High School-Elite Scholars Academy
Morrow, GA2009
Skills
- Customer Retention
- Troubleshooting Techniques
- Helpdesk Operations
- Analytical and Methodical
- System Optimization
- Bug Fixes
- Corrective Action Planning
- Promotions and Marketing Strategies
- Operational Efficiency
- Inventory Control Processes
- Quality Control Standards
- Project Implementation
- Startup and Shutdown Management
- Critical Thinking
- Team Support
- Virus Protection
- Data Backups
- Customer Satisfaction
- Security Needs Assessment
- Controls Recordkeeping
- Technical Analysis
- Problem Analysis
- Computer Operating Systems
- Diagnostic Tools
- Service Quality
- Microsoft Dynamics
- Stack Development
- Product Selection and Upselling
- Onsite Evaluations
- Energy Conservation
- Customer Communication
- Competitor Knowledge and Analysis
- User Acceptance Testing (UAT)
- Cisco IOS
Timeline
SR Apple Developer Analyst
Apple
03.2018 - Current
Customer Success Manager
AARP Services
11.2017 - 11.2020
System Administrator
TRY Freight
10.2014 - 05.2017
Geek Squad- Technical Lead
Best Buy
03.2011 - 08.2014
Associate Of Business Administration - Business Administration And Management
Fort Valley State University
Highschool Diploma -
Morrow High School-Elite Scholars Academy