Summary
Overview
Work History
Education
Skills
Timeline
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Latisha Lewis

Augusta,GA

Summary

Proven Technical Support Representative with a track record of enhancing customer satisfaction through expert resolution of complex technical issues. At Sitel, leveraged technical troubleshooting and exceptional customer service skills to boost first-call resolution rates. Skilled in remote support and maintaining professionalism under pressure, consistently turning challenges into positive customer experiences. Detail-oriented representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

7
7
years of professional experience

Work History

Technical Support Representative

Sitel
08.2015 - 05.2020
  • 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.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Sales Associate

Foot Locker, Nike
03.2013 - 07.2015
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.

Education

High School Diploma -

Butler High School
Augusta, GA
05.2012

Skills

  • Technical Troubleshooting
  • Technical Support
  • Product Troubleshooting
  • Remote Support
  • Call Center Operations
  • Issue Troubleshooting
  • Network diagnostics
  • Customer service expert
  • Microsoft Outlook

Timeline

Technical Support Representative

Sitel
08.2015 - 05.2020

Sales Associate

Foot Locker, Nike
03.2013 - 07.2015

High School Diploma -

Butler High School

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Latisha Lewis