Lakesha Thomas
Tolleson,AZ
Summary
Proficient at technical troubleshooting and fostering customer support, while significantly enhancing customer satisfaction by resolving complex technical and network diagnostics issues.
Overview
24
24
years of professional experience
Work History
Technical Support Specialist II
Verizon Wireless
01.2003 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Resolved 30-45 technical support inquiries per day.
Collections Account Manager
Dovenmuehle Mortgage Inc.
10.2000 - 12.2022
- Collaborated on collection and dispute resolution issues.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Worked in a call center environment handling 50-75 inbound and automatically dialed outbound calls.
Education
High School Diploma -
Proviso East High School
Maywood, IL05.1993
Skills
- Technical Troubleshooting
- Remote Support
- Network diagnostics
- Customer Support
- Multitasker
- Organized
- Microsoft Outlook
- Call Center Operations
Timeline
Technical Support Specialist II
Verizon Wireless
01.2003 - Current
Collections Account Manager
Dovenmuehle Mortgage Inc.
10.2000 - 12.2022
High School Diploma -
Proviso East High School