Laquincia Jackson
Miami ,FL
Summary
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Professional IT support specialist with extensive experience in troubleshooting, network configuration, and user assistance. Skilled in diagnosing technical issues, providing timely solutions, and enhancing system performance. Known for strong team collaboration, adaptability, and achieving consistent results. Recognized for excellent communication, problem-solving abilities, and customer-focused approach.
Overview
7
7
years of professional experience
Work History
Customer Experience Agent
Conduent
03.2025 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
IT Technical Support Representative
Asurion
11.2024 - 03.2025
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currencys
- Bolstered data integrity with regular backups of critical information and prompt recovery following any system failures or data loss incidents.
- Reduced downtime during system upgrades by performing thorough testing before deployment to production environments.
Customer Service Representative
Chewy.com
07.2024 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Agent
Alorica
01.2023 - 03.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
Cashier
RaceTrac
11.2020 - 03.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Technical Support Representative
Spectrum
06.2018 - 08.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Established credibility as a trusted resource within the organization due to a strong commitment to quality and consistency.
Education
High School Diploma -
Miami Carol City Senior High
Miami, FL06.2016
Skills
- Billing Systems and Software
- Technical Support
- Customer Service
- Inbound and Outbound Calling
- Typing Proficiency 55 wpm
- Call Center Experience
- Data Entry and Analysis
- Technical Troubleshooting
- Time Management
- Microsoft Office
- CRM Software Knowledge
- Quality Assurance
- Call center experience
- Call control
- Conflict management
- Technical support
- CRM software
- Database research
- Escalated call handling
- Billing adjustments and refunds
- Customer service
- Transaction processing
- Issue and complaint resolution
- Customer data confidentiality
- Translation and interpretation services
- Order processing
- Service upselling
- Customer retention strategies
- Problem-solving
Timeline
Customer Experience Agent
Conduent
03.2025 - Current
IT Technical Support Representative
Asurion
11.2024 - 03.2025
Customer Service Representative
Chewy.com
07.2024 - 11.2024
Customer Service Agent
Alorica
01.2023 - 03.2024
Cashier
RaceTrac
11.2020 - 03.2022
Technical Support Representative
Spectrum
06.2018 - 08.2020
High School Diploma -
Miami Carol City Senior High
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