Kymarr Williams
Tallahassee,FL
Summary
Experienced IT professional with a strong background in technical support, customer service, and team collaboration. Proficient in troubleshooting, application support, and various operating systems and software including Linux, Windows, and SQL. Seeking to leverage skills and experience in a Customer Service ER Supervisor role to enhance customer experience and optimize service delivery.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service ER Supervisor
Group O
05.2024 - Current
- Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation.
- Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience.
- Provide feedback and suggestions for optimizing workflows, tools, or training programs.
Customer Service Advocate Supervisor I
Centene Corporation
04.2023 - 05.2024
- Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs
IT Support
Navient BPO
01.2021 - 03.2023
- Provide production application support up to utilizing API logs and app logs to diagnose issues, update data and provide reporting in a SQL database
- Monitor and respond to help desk calls, evaluate technical issues and determine procedure to resolve the problem
- Assists with troubleshooting of applications, installations and upgrades of hardware and software
Education
Bachelor of Science - Computer Science
Florida Agricultural & Mechanical University
Associate of Science - Cyber Security
Western Governors University
Skills
- Linux
- Active Directory
- Microsoft Powershell
- Microsoft Office
- Outlook
- Powerpoint
- Excel
- Word
- Python
- C
- SQL
- JavaScript
- Microsoft Endpoint Manager
- MS 365 Defender
- VPN
- Zendesk
- ServiceNow
- Salesforce
- Slack
Certification
- Google IT Support Certification
- IBM IT Support Professional Certificate
- Google Cybersecurity Professional Certificate
Timeline
Customer Service ER Supervisor
Group O
05.2024 - Current
Customer Service Advocate Supervisor I
Centene Corporation
04.2023 - 05.2024
IT Support
Navient BPO
01.2021 - 03.2023
Bachelor of Science - Computer Science
Florida Agricultural & Mechanical University
Associate of Science - Cyber Security
Western Governors University