Leilani Henry
Akron,OH
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
2
2
years of professional experience
Work History
Technical Support Specialist
Asurion Tech Repair and Solutions
10.2022 - 09.2023
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved technical support inquiries per day.
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
Customer Service Representative
Safelite Auto Glass
08.2022 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Improved resolution time with effective problem-solving for customer complaints.
Phone Specialist
Cricket Wireless
02.2022 - 05.2022
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Handled escalated calls calmly and professionally, resulting in satisfactory resolutions for both parties involved.
- Implemented feedback from supervisors to enhance individual performance and contribute to team success.
- Supported company objectives by consistently meeting or exceeding performance targets.
- Enhanced customer satisfaction by addressing and resolving phone inquiries in a timely manner.
BDC Representative
Fred Martin Superstore
08.2021 - 01.2022
- Provided exceptional customer service through active listening, empathetic responses, and timely problem resolution.
- Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
- Collaborated with sales team to ensure seamless transition from initial contact to final sale, enhancing client relationships.
- Nurtured existing client relationships through regular check-ins via phone or email correspondence.
- Greeted customers
Education
High School Diploma -
Norton High School
Akron, OH05-2020
Skills
- Customer service
- Hardware upgrades
- System diagnostics
- Telecommunications
- Application support
- Troubleshooting
- Help Desk
- Retail sales
- iPhone repairs
- Microsoft windows
Timeline
Technical Support Specialist
Asurion Tech Repair and Solutions
10.2022 - 09.2023
Customer Service Representative
Safelite Auto Glass
08.2022 - 10.2022
Phone Specialist
Cricket Wireless
02.2022 - 05.2022
BDC Representative
Fred Martin Superstore
08.2021 - 01.2022
High School Diploma -
Norton High School
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