LaTracia Beard
Canton,MS
Summary
Resourceful and detail-oriented professional with extensive experience in technical support, communication, and executive-level presentation development. Proven ability to translate complex concepts into polished and engaging deliverables for diverse audiences. Strong background in Microsoft Office Suite with advanced proficiency in PowerPoint, Word, and Excel. Highly skilled in project coordination, multitasking, and working with sensitive information. Adept at creating training materials and managing communications in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Live Chat Support Specialist - Pro
The Home Depot
01.2023 - Current
- Provided exceptional support through live chat, resolving technical and product-related inquiries quickly and professionally.
- Created internal guides and standard responses to streamline communication across the team.
- Maintained documentation of customer interactions with strict attention to accuracy and confidentiality.
- Collaborated cross-functionally to resolve escalations and deliver seamless service experiences.
Technical Support Lead
Sutherland Global Services
05.2021 - 01.2023
- Managed a diverse team of over 10 technical support specialists, providing guidance and mentorship to enhance professional growth.
- Designed visual aids and training documents to support new product rollouts and internal initiatives.
- Created PowerPoint presentations for team meetings and performance reviews, transforming raw data into visually appealing content.
- Championed customer-centric initiatives that focused on delivering exceptional support experiences tailored to individual needs.
Technical Support Mentor
Conduent
12.2017 - 05.2021
- Guided new hires and conducted training sessions using customized materials and job aids.
- Developed and revised team communications and internal presentations to improve performance tracking and feedback delivery.
- Supported project teams in organizing technical content and feedback into actionable improvement plans.
- Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
Education
Bachelor of Science - Information Technology
Mississippi State University
Starkville, MSMaster of Science - Informatics - Healthcare
Grand Canyon University
Phoenix, AZ12-2024
Skills
- Microsoft Office Suite (PowerPoint, Word, Excel – Advanced)
- Apple iOS & macOS Ecosystem
- Cengage MindTap Remote Support Tools
- Basic Project Management Tools (eg, Trello, Microsoft Planner)
- Executive Presentation Development
- Microsoft PowerPoint Word Excel
- Written & Verbal Communication
- Project Coordination & Task Management
- Content Creation & Visual Design
- Technical & End-User Support
- Confidentiality & Data Handling
- Multi-Tasking & Organization
- Training & Documentation
Certification
- Internet and Computer Core (IC3), Certiport
Timeline
Live Chat Support Specialist - Pro
The Home Depot
01.2023 - Current
Technical Support Lead
Sutherland Global Services
05.2021 - 01.2023
Technical Support Mentor
Conduent
12.2017 - 05.2021
Bachelor of Science - Information Technology
Mississippi State University
Master of Science - Informatics - Healthcare
Grand Canyon University
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