Leeana Thomas
Orlando,FL
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tier 1 IOS Technical Support
Kelly connect/ Apple
2023.11 - 2023.12
- Reviewed files, records, and other documents obtained in order to respond to customer requests
- Noted completed repairs, any additional repairs that were needed, and any parts that needed to be ordered on the service call ticket
- Maintained a high level of professionalism and calmness with all personnel even in high-stress situations
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
Afterschool Instructor
Dramatic Education
2022.12 - 2023.08
- Met with students, parents, and administrators to address and resolve students' behavioral and academic
- Created a fun and engaging learning environment for students each year.
- Enhanced student participation by incorporating interactive activities and group projects in after-school sessions.
- Managed behavior issues effectively by implementing a consistent system of rewards and consequences for all students in the program.
- Prepared food and served meals and refreshments to 15-25 children.
Customer Service Agent
DTE Energy Headquarters
2022.07 - 2022.10
- Maintained high level of customer satisfaction by providing accurate and helpful responses.
- 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.
- Answered 50-75 incoming calls promptly and professionally within company standards.
Customer Service Agent
Our Florida rent ASSISTANCE
2022.02 - 2022.07
- Maintained a high level of professionalism and calmness with all personnel even in high-stress
- Managed 100 high-volume of inbound and outbound customer calls.
- 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.
Case Management Assistant
Conduent
2020.11 - 2021.03
- Participated in quality improvement initiatives, identifying areas for potential growth and implementing changes to enhance overall case management services.
- Increased access to resources for clients by actively researching available community programs and services.
- Worked with homeless, diverse and low-income populations to assist in coping with mental health, substance abuse and recovery issues.
- Provided excellent customer service by responding to requests, assisting with product selection, and handling ordering functions.
Sales Representative
Macy's
2019.11 - 2020.01
- Used professional sales presentations to communicate product quality and market comparisons in creative ways
- Increasing sales by advertising different companies such as Dior , Channel , Gucci and may more
- Customized sales techniques for individual clients and promoted products based on their specific needs.
Education
Certificate - Pharmacy Technician
Main Campus Orlando Tech College
Orlando, FL2026-12
High School -
Ocoee High School
Ocoee, FL01.2019
Certification - Hospitality Administration And Management
Mid-Florida Tech
Orlando, FL01.2018
Skills
- Remote Support
- Ticket management
- Software Installation
- Network Troubleshooting
- Software Knowledge
- Customer Service
- Windows 10
- Microsoft Outlook
- Microsoft Office Specialist (MOS) Expert
Certification
- First Aid/CPR Certified
- Hospitality & Tourism
- pharmacy Technician
Timeline
Tier 1 IOS Technical Support
Kelly connect/ Apple
2023.11 - 2023.12
Afterschool Instructor
Dramatic Education
2022.12 - 2023.08
Customer Service Agent
DTE Energy Headquarters
2022.07 - 2022.10
Customer Service Agent
Our Florida rent ASSISTANCE
2022.02 - 2022.07
Case Management Assistant
Conduent
2020.11 - 2021.03
Sales Representative
Macy's
2019.11 - 2020.01
High School -
Ocoee High School
Certification - Hospitality Administration And Management
Mid-Florida Tech
Certificate - Pharmacy Technician
Main Campus Orlando Tech College