Kierra Green
Charlotte,NC
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Motivated customer service specialist with 3+ years experience in a fast-paced, team-based environment. Customer-oriented and successful at troubleshooting and handling customer support issues in a timely manner. Exceptional computer aptitude and telephone etiquette. Secret Clearance Equipment Installation Electronic Device Repair Electrical System Testing/Measurement Equipment Calibrations Integrated Electronic Systems. Innovative IT Support Specialist with Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented with experience in telecommunications, retail, customer service ans Tier 1/Tier 2 troubleshooting.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
BAE Systems
Charlotte, NC
03.2021 - 07.2021
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and input commands to troubleshoot areas.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Fielded average of 15 inbound phone calls to deliver support and remotely resolve service issues.
- Conducted in-depth product and issue resolution research to address customer concerns.
Sales Associate
Lowes Home Improvement Stores
Concord, NC
04.2020 - 10.2020
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
- Tracked stock using company inventory management software.
- Loaded and unloaded merchandise using ladder and pallet jack.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
Help Desk Support
GCorp
Camp Pendleton, CA
05.2017 - 05.2018
- Provided base level IT support to non-technical personnel
- Researched, troubleshot and resolved complex problems independently
- Enthusiastically participated in job related training
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Installed new desktop systems and migrated data to new machines.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Provided on-call support for critical issues
- Demonstrated professionalism and courtesy with customers at all times
- Identified and solved technical issues with a variety of diagnostic tools
- Conducted research to address customer concerns
- Worked closely with team members to meet or exceed all customer service requirements
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Described solutions to customers accurately and persuasively
- Resolved customer issues in a clear, courteous and straightforward manner.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Walked user through series of steps to determine problem and implement likely solution.
- Logged activities in tracking system to maintain accurate, timely records.
Customer Service Representative
Qualstaff, DJO Global
Vista, CA
01.2016 - 01.2017
- Assisting Customers with placing of orders over the phone and email
- Tracking packages for customers
- Answering questions customers have about the products, return policy, shipping
- Solving issues customers may have with products
- Customer Care
- Identified chronic customer issues by creating and maintaining customer complaint log
- Defused volatile customer situations calmly and courteously
- Gathered and verified all required customer information for tracking purposes
- Referred unresolved customer grievances to designated departments for further investigation
- Addressed and resolved customer product complaints empathetically and professionally
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 120 calls in queue per minute
- Provided an elevated customer experience to generate a loyal clientèle
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Recommended alternative items if product was out of stock
- Directed calls to appropriate individuals and departments
- Routinely answered customer questions regarding merchandise and pricing
- Dedicated to continuously improving sales abilities and product knowledge
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Described product to customers and accurately explained details and care of merchandise.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Educated customers about billing, payment processing and support policies and procedures.
Cashier
H&M
Escondido, CA
11.2014 - 03.2015
- Prioritized helping customers over completing other routine tasks in store
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Engaged with customers in a sincere and friendly manner
- Contacted other store locations to determine merchandise availability
- Completed all cleaning, stocking and organizing tasks in assigned sales area
- Built relationships with customers to increase likelihood of repeat business.
- Worked flexible schedule and extra shifts to meet business needs.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
Radio Operator
United States Marine Corps
Camp Pendleton, California
03.2011 - 09.2013
- Ensured operation of machinery and mechanical equipment by completing preventive maintenance requirements on electrical panels, radios, pneumatic tools, antennas, and production machines; following diagrams, sketches, operations manuals, manufacturer's instructions, and engineering specifications; troubleshooting malfunctions
- Located sources of problems by observing mechanical devices in operation; listening for problems; using precision measuring and testing instruments
- Removed defective parts by dismantling devices; using hoists, cranes, and hand and power tools; examining, form and texture of parts
- Determined changes in dimensional requirements of parts by inspecting used parts; using rules, calipers, micrometers, and other measuring instruments
- Repairing malfunctioning radios., for convoys and field operations during training.
- Installed, tested and operated radio equipment, adjusting settings to achieve clearest transmission.
- Maintained accurate documentation of messages transmitted and received.
- Put together and configured antennas, power sources and other equipment to establish communications.
- Followed schedules and procedures for changing frequencies and cryptographic codes.
- Passed along phone messages and maintained records.
- Managed and optimized contact with other locations and personnel conducting field operations to facilitate open and clear communication.
- Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
Field Radio Operator (MOS School)
United States Marine Corps
Twentynine Palms, CA
02.2010 - 03.2011
- Encrypted and decrypted communications when sending and receiving messages.
- Completed repairs and preventive maintenance to keep equipment functioning.
- installed and adjusted settings on Controlled Cryptographic Item radio equipment to complete field mission objectives effectively.
- Operated communications systems to send and receive transmissions.
- Learned and applied basic telecommunication and radio operation skills.
- Assembled and tuned radios by constructing equipment and antennas.
- Installed, tested and operated radio equipment, adjusting settings to achieve clearest transmission.
Marine Corps Recruit (Basic Training)
United States Marine Corps
Paris Island, SC
08.2009 - 11.2009
Education
Respiratory Therapy
California College San Diego
San Diego CANo Degree - Biology
National University
San Marcos, CASecurity Plus (CE) Certification - undefined
High School Diploma -
West Charlotte High School
Charlotte, NC2009
Skills
- Computer Skills
- Organizational Skills
- Highly Skilled Using Microsoft Office
- Data entry
- Skilled multi-tasker
- Strong problem solving skills
- Committed to maintaining data integrity
- MS Windows proficient
- Exceptional communication skills
- Documenting/ Record keeping
- Electronic Data Security
- Analytical and critical thinker
- Fast learner
- Adobe and Adobe Flash proficiency
- Java system proficient
- Hardware and Software Repair
- Help Desk Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Timeline
IT Support Specialist
BAE Systems
03.2021 - 07.2021
Sales Associate
Lowes Home Improvement Stores
04.2020 - 10.2020
Help Desk Support
GCorp
05.2017 - 05.2018
Customer Service Representative
Qualstaff, DJO Global
01.2016 - 01.2017
Cashier
H&M
11.2014 - 03.2015
Radio Operator
United States Marine Corps
03.2011 - 09.2013
Field Radio Operator (MOS School)
United States Marine Corps
02.2010 - 03.2011
Marine Corps Recruit (Basic Training)
United States Marine Corps
08.2009 - 11.2009
Respiratory Therapy
California College San Diego
No Degree - Biology
National University
Security Plus (CE) Certification - undefined
High School Diploma -
West Charlotte High School
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