LAKEISHA WILLIAMS
Sharpsburg,NC
Summary
Observant Senior Technical Support Specialist with outstanding customer support and technical skills. Successful in maximizing computer system capabilities and studying technical applications. Areas of expertise include software testing, network design, and implementation and software performance analysis.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist
Conduent
WFH
01.2019 - 01.2024
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Assumed remote control over customers' computers when necessary to resolve problems.
- Installed operating systems, applications, and drivers on client machines remotely.
- Maintained customer accounts in CRM system to track customer interactions and scheduled commitments.
- Resolved complex technical issues with customers, including hardware and software problems.
- Provided technical support for customers over phone and via email.
- Assisted junior staff members with resolving technical issues unable to solve themselves.
- Performed troubleshooting of network connections, printers, server access, and other IT related issues.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Made hardware, software and data storage improvements and evaluated system performance.
Tax Preparer
Liberty Tax Service
Rocky Mount, NC
12.2013 - 04.2017
- Filed electronically through approved software programs.
- Maintained accurate records of all client transactions and filings.
- Assisted customers with any questions about their taxes or filing status.
- Prepared and reviewed tax returns for individuals, partnerships, corporations and trusts.
- Produced US and state income, gift tax and estate tax returns for individuals.
- Assisted clients in responding to IRS notices of deficiency or audit findings.
- Advised clients to comply with IRS regulations and meet state and federal tax obligations.
- Identified potential deductions to minimize clients' tax liabilities.
- Used appropriate adjustments, deductions and credits to keep clients' taxes to minimum.
Temporary City Carrier
USPS
Roanoke Rapids, NC
02.2012 - 06.2013
- Took outgoing mail from customers by hand and obtained letters from boxes.
- Safely operated mail delivery vehicle or walked on foot.
- Conducted daily pre-trip inspections of vehicles, documenting any maintenance needs or damages.
- Sold stamps and money orders.
- Loaded mail onto delivery vehicle according to postal regulations.
- Observed traffic laws when operating delivery vehicle.
- Managed route efficiently to ensure that all mail was delivered within designated time frames.
- Handled undeliverable mail in accordance with established procedures.
- Provided change-of-address cards and other postal forms upon customer request.
- Delivered various types of mail on routes according to strict timelines.
- Scanned labels on letters or parcels to confirm receipt.
Consumer Solutions Specialist
CenturyLink/Embarq
Tarboro, NC
11.2007 - 02.2012
- Resolved customer account and billing problems.
- Exceeded quota monthly.
- Top seller of company worldwide 5 months
- Developed and implemented strategies for increasing sales volume.
- Identified customer needs and provided tailored solutions to meet them.
- Provided technical advice on product usage and troubleshooting.
Directory Assistance Operator
Sprint/Embarq
Rocky Mount, NC
06.2003 - 11.2007
- Assisted callers with finding specific locations using geographical services.
- Answered customer inquiries regarding directory assistance information, such as business and residential listings.
- Searched alphabetical directories to answer number requests.
- Helped callers make local and long distance calls.
- Managed high volume of incoming calls while maintaining quality standards set by the organization.
- Researched and verified accuracy of customer requests when necessary.
- Helped customers navigate automated telephone systems when needed.
- Responded to incoming calls from customers seeking directory assistance information.
- Demonstrated ability to work independently with minimal supervision in a fast paced environment.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Completed connections between callers, departments and professionals.
- Handled typing and data entry duties to correct and update electronic telephone directories.
- Called prospective customers by operating telephone equipment, automatic dialing systems and other telecommunications technologies.
- Monitored automated systems for placing collect calls and intervened for callers needing assistance.
- Operated telephone switchboards and systems to advance and complete connections.
- Assisted individuals with hearing difficulties with using assistive services to complete calls.
Quality Assurance Analyst
QVC Distribution Center
Rocky Mount, NC
09.2002 - 03.2003
- Conducted internal audits to measure adherence to established QA standards.
- Used quality monitoring system to compile and track individual and team performance.
- Monitored production environment performance metrics for anomalies that could indicate quality issues.
- Prepared and analyzed internal and external quality reports for management staff review.
- Set and achieved product quality objectives while meeting product specifications.
- Implemented internal auditing practices to create standards and statutory obligation compliance reports.
Customer Service Representative
Aegis Communications
Rocky Mount, NC
10.1996 - 03.2002
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Set up and activated customer accounts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Collected deposits or payments and arranged for billing.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quota.
Education
Some College (No Degree) - Accounting And Computer Science
Nash Community College
Rocky Mount, NCSkills
- Application Installations
- Incident Management
- Hardware Diagnostics
- Hardware Upgrades
- Application Support
- Advanced Troubleshooting
- Issue Resolution
- Troubleshooting and Diagnosis
- Software Installation
- Disaster Recovery
- Customer Service
- Customer Support
- Remote Assistance
- Remote Support
- Operating Systems
- Hardware Configuration
- Call Management
- Product Knowledge
- Inbound and Outbound Calling
- Product Sales
- Critical Thinking
- Microsoft Outlook
- Problem-Solving Abilities
- Microsoft Excel
- Quality Assurance Controls
- Technical Support
- CRM Software
- Customer Relationship Management (CRM)
- Quality Control
Certification
- Customer Service Management Certification NCSU Dec. 2018
References
References available upon request.
Timeline
Senior Technical Support Specialist
Conduent
01.2019 - 01.2024
Tax Preparer
Liberty Tax Service
12.2013 - 04.2017
Temporary City Carrier
USPS
02.2012 - 06.2013
Consumer Solutions Specialist
CenturyLink/Embarq
11.2007 - 02.2012
Directory Assistance Operator
Sprint/Embarq
06.2003 - 11.2007
Quality Assurance Analyst
QVC Distribution Center
09.2002 - 03.2003
Customer Service Representative
Aegis Communications
10.1996 - 03.2002
Some College (No Degree) - Accounting And Computer Science
Nash Community College