Kiara Dawson
Albany,GA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
3
3
years of professional experience
Work History
Technical Support Representative
ADT Security
04.2021 - 01.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
Customer Service Representative
Global Medical Response
01.2020 - 12.2020
- Handled over 50 customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- increased sales by 20%
Customer Service Representative
NexRep
03.2019 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
Monroe Comprehensive High School
Albany, GA05.2017
Skills
- Network Diagnostics
- User Credential Management
- Data Recovery
- Information Protection
- Customer Service
- Technical Support
Timeline
Technical Support Representative
ADT Security
04.2021 - 01.2022
Customer Service Representative
Global Medical Response
01.2020 - 12.2020
Customer Service Representative
NexRep
03.2019 - 12.2019
High School Diploma -
Monroe Comprehensive High School
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