Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Maleek Taylor

Maleek Taylor

Fayetteville,NC

Summary

Professional offering several years in technical support and customer care. Accurately responded to various customer questions, concerns and technical needs. Consistently maintained professional demeanor and applied customer service methods to assist customers.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Client Success Help Desk Associate

Cisive
Spring Lake, NC
09.2021 - 04.2025
  • Able to handle a heavy volume of inbound calls, emails, and chats, working in a work queue environment.
  • Make outbound contacts as needed.
  • Achieve first-time resolution, whenever possible.
  • Work closely with internal teams to provide a quick resolution to issues beyond first contact resolution.
  • Ensure periodic updates are provided.
  • Partner with internal teams to troubleshoot and resolve client issues, including but not limited to login issues, password resets, and submission of required forms, etc.
  • Enhanced team collaboration by sharing knowledge and assisting colleagues with complex problems.
  • Delivered help desk support for regional and global users, and worked with the global service desk team to address repeat issues.
  • Maintained up-to-date case documentation for future reference.

Real Time Manager

Eclerx
Fayetteville, NC
01.2018 - 09.2021
  • Responsible for the care of customer operations vertical, and workforce management.
  • Key responsibilities include managing attendance and scheduling functions.
  • Managed a team of six, including their scheduling and coaching needs.
  • Ensures that the correct number of agents are seated to answer an accurately forecasted volume of incoming calls at the desired service level.
  • Work extensively with Microsoft Word, Excel, and PowerPoint.
  • Created customized time-tracking tools to monitor employee performance and identify areas for improvement.
  • Assisted executives with calendar management, ensuring punctuality, and effective use of time during meetings.
  • Conducted regular reviews of team progress against goals, adjusting timelines as needed to ensure that successful outcomes were achieved consistently.

IT support desk

AKC through Insight Global
12.2017 - 12.2017
  • Worked effectively in fast-paced environments.
  • Provided technical support to customers for a wide range of computer-related issues.
  • Actively listened to and resolved customer problems in order to diagnose and resolve.
  • Used tools like remote desktop and active directory and service now to assist customers in resolving problems.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.

Help desk-EPOS support tech

The Pantry through The Select Group
02.2016 - 03.2017
  • Network trouble shooting of servers, modems, switches and routers.
  • Hardware support of cash register credit/debit machines, computers, and fueling mechanisms.
  • Customer Service Handling basic store issues when warranted.
  • Remote support remotely logging into store computer in order to troubleshoot issues with programs.
  • Command prompt used for setting up new devises or resetting devises.
  • Active directory assistance resetting username and passwords through active directory server.
  • Worked on store upgrade projects. These upgrades include computer software and hardware.
  • Worked well in a team setting, providing support and guidance.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.

Sales Representative

A Wireless
05.2015 - 02.2016
  • Responsible for finding the perfect tailored solution for customers.
  • Acquired the knowledge to further my skills to work directly with management with new ideas to better and more efficiently assist our customers.
  • Performs various roles as well as training new employees in order to gain better knowledge of the company.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.

Sales and Customer Service Representative

Verizon Wireless
09.2008 - 03.2015
  • Empowered customers with knowledge about how different solutions could impact their lives.
  • Boosted sales revenue by identifying customer needs, and recommending appropriate products or services.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Constantly volunteered to attend both formal and informal training to better understand how retail stores operate, and to keep up with company, market, and industry trends.
  • Subject matter expert for many devices and plans.
  • I gave weekly training to customers about their devices so that they could have a good experience.
  • I was a part of a management program called Career Builders. Learned basic leadership skills.
  • Built rapport with customers through empathetic listening, and understanding their unique needs or preferences.
  • Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
  • Supported team members during peak periods by sharing the workload and providing guidance when needed.

Radio Operator Specialist

United States Marine Corps
08.1994 - 05.2003
  • Active-duty service, with an honorable discharge, holding the rank of E-5.
  • Held a secret security clearance as a Radio Operator Specialist, utilizing various levels of radios to send and receive messages through secure channels.
  • Completed repairs and preventive maintenance to keep approximately $5 million in equipment functioning.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Optimized signal strength and clarity by accurately configuring radio frequencies and settings.
  • Protected communications through regular alteration of frequencies, and cryptographic codes.
  • Developed, constructed, installed, and adjusted settings on Controlled Cryptographic Item radio equipment to complete field mission objectives effectively.
  • Provided reliable communication support for field operations, ensuring mission success.
  • Safeguarded top-secret, classified documents and equipment.
  • Assisted in planning logistics related to communications needs for upcoming deployments or training exercises.
  • Trained junior operators in proper equipment usage, promoting a culture of safety and responsibility within the unit.

Education

Associate degree of science - Cyber and Network Security

ECPI
Virginia Beach, VA
08.2018

IT Certification Training Program - Information Technology

My Computer Career
Raleigh, NC
02.2016

Skills

  • Technical support
  • Network troubleshooting
  • Remote desktop
  • Active directory
  • Case documentation
  • Customer service
  • Time management
  • Workforce management

Certification

  • MTA Networking Fundamentals
  • MTA Server Administration Fundamentals

Timeline

Client Success Help Desk Associate

Cisive
09.2021 - 04.2025

Real Time Manager

Eclerx
01.2018 - 09.2021

IT support desk

AKC through Insight Global
12.2017 - 12.2017

Help desk-EPOS support tech

The Pantry through The Select Group
02.2016 - 03.2017

Sales Representative

A Wireless
05.2015 - 02.2016

Sales and Customer Service Representative

Verizon Wireless
09.2008 - 03.2015

Radio Operator Specialist

United States Marine Corps
08.1994 - 05.2003

Associate degree of science - Cyber and Network Security

ECPI

IT Certification Training Program - Information Technology

My Computer Career

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