Madonna Thompson
Pascagoula,MS
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. As a talented Technical Support Representative with the gift of understanding customers needs of both business and home users, I am versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Ideacom of the Gulf Coast
10.2021 - 03.2024
- 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.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Remote Internet Technical Support Specialist
Mediacom Communications Corporations
04.2018 - 10.2021
- 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 75 technical support inquiries per day.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Documented support interactions for future reference.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Walked individuals through basic troubleshooting tasks.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
Remote Customer Service Representative
TEKsystems
08.2015 - 11.2017
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate of Science -
Mississippi Gulf Coast Community College
Perkinston, MS12.2021
High School Diploma -
Resurrection Catholic High School
Pascagoula, MS05.2006
Skills
- Technical Troubleshooting
- Technical Support
- Remote Support
- User Support
- Network diagnostics
- Customer Success Management
- Data Recovery
- Complaint resolution
- Mac systems Proficient
- Call Center Operations
- Customer service expert
- Technical issues analysis
Additional Skills
- Troubleshooter
- Networker
- Software Proficiency
- Technical Support
- Cybersecurity
- Communication
- Customer Service
- Problem-Solving
- Empathetic
- Efficient Time-Management
Timeline
Technical Support Representative
Ideacom of the Gulf Coast
10.2021 - 03.2024
Remote Internet Technical Support Specialist
Mediacom Communications Corporations
04.2018 - 10.2021
Remote Customer Service Representative
TEKsystems
08.2015 - 11.2017
Associate of Science -
Mississippi Gulf Coast Community College
High School Diploma -
Resurrection Catholic High School