Leighona Thompson
Charlotte,NC
Summary
I'm a proficient worker, experienced in quality and production environments, as well as customer service. I have a motivated and professional attitude of hard work, with strong multitask capabilities. I am very reliable in keeping customers satisfied, I am also very effective in working both as a team and independently. I also have the ability to make effective decisions that positively impact the success of the team and the company.
Overview
8
8
years of professional experience
Work History
SMB Technical Support Representative
Charter Spectrum
03.2023 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- 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.
Technical Support specialists L1/Tier 1
Verizon
10.2020 - 03.2023
- Solved 99.2% of Level 2 tech support calls without needing to escalate to Level 2 tech support engineers
- Supported customers with basic technical support for current and past software releases
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- Escalated help desk tickets to Level 2/ Tier 2 support when outside the scope of L1/T1 technician support
- Received a 5-star customer satisfaction rating through voice, chat, and email communications
- Listened, diagnosed, and resolved technical issues guiding users through step-by-step solutions.
Agent
Sykes Enterprise
06.2016 - 01.2017
- Answered customers telephone calls promptly and in an appropriate manner
- Actively pursued personal learning and development opportunities
- Asked relevant and open-ended questions while listening actively to the responses so I can assess customers' needs
- Assisted customers with any banking issues regarding their credit cards.
Education
No Degree - Human Resources Management
Arizona State University
Tempe, AZ05.2028
High School Diploma -
Sumter High School
Sumter, SC06.2016
Skills
- Customer service expert
- Microsoft Outlook
- User Support
- Account Management
- Service support
- Windows 10
- Microsoft Office and Docusign
- Team Player
- Problem-Solving
Timeline
SMB Technical Support Representative
Charter Spectrum
03.2023 - Current
Technical Support specialists L1/Tier 1
Verizon
10.2020 - 03.2023
Agent
Sykes Enterprise
06.2016 - 01.2017
No Degree - Human Resources Management
Arizona State University
High School Diploma -
Sumter High School