Lakeila Powell
Columbus,GA
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. As well with the proven ability to provide strong problem-solving skills and highly organized and motivated individual with experience in providing technical support to clients. An expert in identifying and resolving complex technical problems across multiple platforms. Im committed to providing excellent customer service and ensuring customer satisfaction.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
ADT Security
02.2022 - Current
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Recommended technology upgrades to improve client security.
- Maintained authoritative knowledge through continued education and ongoing training.
- Resolved numbers technical support inquiries per day.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Provided technical support to internal and external customers, resolving hardware and software issues in a timely manner.
- Assessed customer needs, identified root cause of problems, and implemented solutions for successful resolution.
- Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries.
- Resolved 15 technical support inquiries per day.
CSR /Sales Representative
Sam's Club
06.2017 - 02.2022
- Answered customer questions about products and services and recommended appropriate solutions.
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
- Educated customers on product features and technical details to highlight benefits.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Greeted customers and responded to informational requests.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Collected credit card and cash payments to complete transactions for customer orders.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Customer Service Representative
Afni
06.2020 - 06.2021
- Removed damaged components, assessed faults and repaired or replaced with new parts.
- Performed complete phone erasures and factory resets, debugged problems and refurbished devices.
- Completed new OS installations on phones, tablets and laptops.
- Checked cell phones for signs of fraud and compatibility with refurbishment.
- Used soldering skills to break connections and reconnect components.
- Installed, set up and repaired devices and system components.
- Laid out cabling plans and ran through buildings to desired locations.
- Welcomed guests and asked open-ended questions to best determine which products would meet needs.
- Explained latest promotions, sales incentives and offerings to promote savings and drive sales.
- Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities.
Education
High School Diploma -
Kendrick High School
Columbus, GA05.2020
Skills
- Contract Negotiation Expertise
- Effective Customer Upselling
- Credit Card Payment Processing
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Order and Refund Processing
- Call Documentation
- POS Systems and Ordering Platforms
- Responding to Difficult Customers
- Data Entry
- Issue and Complaint Resolution
- Call Center Operations
- Business Development Understanding
- Data Evaluation
- Android and iOS Products
- Sales
- Sales Documentation
- Service Upgrades
- Technical Troubleshooting
- Remote Support
- Remote IT Implementation
- Issue Research
- Issue Troubleshooting
- Problem-Solving
- Remote Technical Support
- Customer Support
Timeline
Technical Support Specialist
ADT Security
02.2022 - Current
Customer Service Representative
Afni
06.2020 - 06.2021
CSR /Sales Representative
Sam's Club
06.2017 - 02.2022
High School Diploma -
Kendrick High School