Makayla Williams
Balch Springs,TX
Summary
Results-driven Technical Support Specialist II with a proven track record of efficiently resolving complex technical issues and providing exceptional customer service. Skilled in troubleshooting software, hardware, and network problems while delivering clear and professional guidance. Known for maintaining high levels of accuracy and organization, with a strong focus on effective communication and empathy in multi-channel support environments.
Overview
4
4
years of professional experience
Work History
Technical Support specialist II
Verizon
09.2021 - 01.2025
- Demonstrated exceptional work ethic and customer-centric approach, ensuring every interaction was handled with professionalism, patience, and a solutions-driven mindset
- Efficiently navigated and utilized multiple systems, databases, and diagnostic tools to analyze, document, and resolve technical inquiries
- Diagnosed and resolved complex software, hardware, and network issues, ensuring minimal downtime and optimal system performance
- Provided multi-channel technical support via phone, email, and chat, delivering clear and professional guidance to customers
- Collaborated with other departments to resolve client inquiries efficiently and effectively
Senior Customer Support Specialist
PFS WEB
02.2021 - 08.2021
- Excelled in a high-volume call center, handling 40+ calls daily, assisting providers with equipment orders and providing expert product recommendations based on in-depth knowledge of equipment and supplies
- Consistently met and exceeded key performance metrics, including average handle time, first-call resolution, and customer satisfaction scores, ensuring top-tier service
- Processed orders efficiently, ensuring correct product selection and addressing concerns related to billing, shipping, and inventory availability
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information
Education
High School Diploma -
West Mesquite High School
Mesquite, Texas05.2022
Skills
- Training and Mentoring
- Accuracy
- Organization
- Troubleshooting
- Microsoft Office Suite
- PeopleSoft
- Kronos
- Avaya
- Effective Communication
- Empathy
- Multitasking
Timeline
Technical Support specialist II
Verizon
09.2021 - 01.2025
Senior Customer Support Specialist
PFS WEB
02.2021 - 08.2021
High School Diploma -
West Mesquite High School
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