LaTasha Jones
Greenbelt,MD
Summary
Accomplished Telecommunications professional skilled in coordinating systems upgrades, software and hardware installations and process improvements. Demonstrated success in collaborating with cross-functional teams to drive project completion. Personable and focused with 15 years of industry experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
23
23
years of professional experience
Work History
Communications Support Analyst
SAIC - Department Of Transportation
08.2019 - Current
- Supported end-users with network and device troubleshooting and diagnosis.
- Communicated with end-user to address device problems and implement technical or procedural solutions.
- Coordinated hardware and software installations.
- Evaluated client telecommunications needs and recommended targeted solutions.
- Documented hardware and software installation procedures.
- Monitored and replenished telecommunications equipment inventory for facilities and networks.
- Checked work orders and communicated with prior shift to assess work needs for day.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Read and interpreted technical documentation in order to accurately configure equipment.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Customer Service Representative
DEPARMENT OF TRANSPORTATION
02.2016 - 07.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
OFFICE CLERK /Telephone Operator
MCI Telecommunications
03.2001 - 08.2007
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Handled incoming and outgoing calls according to standard operating procedures.
- Took messages from callers and accurately relayed details to intended staff.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Completed connections between callers, departments and professionals.
- Handled typing and data entry duties to correct and update electronic telephone directories.
- Answered routine questions about telephone and voice mailbox operations.
Education
Office Technology
TESST College of Technology - Alexandria
Alexandria, VA07.1998
High School Diploma -
Mckinley High School
Washington, DC05.1994
Skills
- Staff Training
- Customer Service
- Customer Relationship Management (CRM)
- Equipment Installation
- Inventory Coordination
- User Support
- Technical Troubleshooting
- Device Configuration
- Performance Testing
- Technical Support
- Account Updating
- Clerical Support
- Microsoft PowerPoint
- Inbound and Outbound Calling
- Data Entry
- Typing Proficiency
- Scheduling
- Problem Resolution
- Microsoft Outlook
- Multi-Task Management
- Project Planning
- Troubleshooting and Diagnosis
Timeline
Communications Support Analyst
SAIC - Department Of Transportation
08.2019 - Current
Customer Service Representative
DEPARMENT OF TRANSPORTATION
02.2016 - 07.2019
OFFICE CLERK /Telephone Operator
MCI Telecommunications
03.2001 - 08.2007
Office Technology
TESST College of Technology - Alexandria
High School Diploma -
Mckinley High School