Khaliah Earls
Chicago Heights,IL
Summary
Experienced Customer Support Analyst with a proven track record of 3+ years in delivering exceptional customer service. Skilled in analyzing and resolving technical issues, optimizing service processes, and enhancing user experiences. Adept at utilizing IT expertise to troubleshoot software, hardware, and network-related concerns while ensuring seamless customer interactions. Proven ability to assess customer needs, implement solutions, and contribute to process improvements. Seeking to leverage technical and analytical skills in a dynamic support environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Analyst
CarMax
06.2024 - Current
- Create and manage support tickets to track customer issues and resolutions
- Prioritize and escalate tickets as needed to ensure timely resolution
- Maintain detailed documentation of customer interactions and issue resolutions
- Diagnose and resolve technical issues reported by customers
- Work closely with internal technical teams to escalate and resolve complex problems
- Provide clear and concise instructions to customers for issue resolution
- Generate reports on common technical issues to identify trends and areas for improvement
Customer Support Specialist
Bath & Body Works
08.2020 - 12.2024
- Ensure that customer-raised tickets are clearly logged in the ticket reporting and monitoring tool
- Following agreed procedures, search documentation, and previous requests for assistance on related tickets to establish possible solutions to cases
- Document any findings on the ticket in detail
- Following agreed procedures and quality standards, respond to requests for assistance by providing the first-line response to enable callers to solve their problems; or by forwarding details to escalation points within the team
- Organise and manage time allocated to tasks, highlighting conflicts in priorities and progress against the plan in a timely manner
- Maintained a QA score of 95% or above through consistent and high-quality customer interactions
Education
Bachelor's - Information Technology
Governors State University
University ParkSkills
- Collaboration
- Effective Communication
- Zendesk
- Critical Thinking
- Time Management
- Salesforce
- Cisco
- Analytical Problem Solving
- Customer Service
- Product Knowledge
Certification
CompTia Network+
Cisco
Timeline
Customer Support Analyst
CarMax
06.2024 - Current
Customer Support Specialist
Bath & Body Works
08.2020 - 12.2024
Bachelor's - Information Technology
Governors State University