Malika K. Jadusingh
Virtual Customer Service Representative
Plainfield,NJ
Summary
To obtain a career, where I utilize acquired skills to successfully increase work productivity to benefit the employer. I am honest, straight-forward and committed to providing high levels of customer service.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight standards. Enthusiastic team player ready to contribute to company success.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
IT Technical Support Specialist
BioTelemetry
Plainfield, United States
04.2022 - Current
- Organized and replenished unit supplies to maintain team readiness for expected demands.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Completed documentation of care, hospital actions and patient activities.
- Educated patients by explaining preparation instructions for upcoming procedures and tests.
- Thoroughly explained process and procedure of tests ordered and answered patient questions clearly and concisely.
- Prepared Holter an MCOT Monitor equipment and provided instruction of use for patients and families.
- will provide technical support to patients, clinical staff and others regarding LifeWatch devices identifying problems, troubleshooting, and providing technical advice and coordinating with other departments to resolve problems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Submitted service tickets for equipment maintenance requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Translated complex technical issues into digestible language for non-technical users.
- Offered troubleshooting of connectivity issues across networks such as cellular and [Type].
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Patiently walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Fielded average of [Number] inbound phone calls to deliver support and remotely resolve service issues.
- Resolved [Number] technical support inquiries per day.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Product Specialist
Intuit
Plainfield, United States
01.2022 - Current
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of [Product or Service] product line.
- Created database of all equipment models and serial Numbers.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
Virtual Customer Service Agent
Amazon
Plainfield, NJ
01.2016 - 10.2019
- Strong troubleshooting and critical thinking skills inclusive of investigation, decision making and conflict resolution.
- Maintained a positive, upbeat professional attitude during difficult situations.
- Responding to and/or redirecting all customer escalated emails and phone calls.
- Collected data accurately and protected customers information keeping it confidential.
- Ability to multitask and use multiple tools and applications.
- Portrayed the keenness to share knowledge with team members and customers.
- Ability to listen attentively to our customer's needs and exhibit empathy during difficult situations.
- Use problem solving, analytics, and intuitive skills to follow logic and offer good solutions.
- Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech, as well as listen to and interpret customer needs.
- Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service.
- Ability to embrace change and flourish with industry-changing technology and trends.
Customer Service Supervisor
BJ's Wholesale Club
Brooklyn, NY
01.2011 - 01.2016
- Lead through change. Model leadership competencies to build credibility and act as a champion for business growth.
- Ensured a safe and positive environment and experience for the team members.
- Ensured a safe and positive environment and experience for the members.
- Maintained deep knowledge of club policies and procedures across all areas of the club.
- Ability to explain the malfunctioning problems and suggest the effective ways of handling electronics devices carefully.
- Troubleshooted the hardware and software of returned/exchanged electronic merchandise.
- Maintained a calm and patient composure in stressful fast-paced situations
- Assesses Team Member performance, provides actionable feedback and coaches, teaches and develops new talent. Assisted in onboarding, training and performance management.
- Acquired the ability to relate and understand customers of different backgrounds.
- Catalogue and code merchandise and other equipment using computer programs.
Assistant Manager / Food Distributor
Golden Krust
New York
01.2009 - 01.2010
- Greet our customers and explain Golden Krust concepts in a friendly manner.
- Take guest orders and accurately enter orders into POS system.
- Serve menu items in an accurate and timely manner.
- Maintain the kitchen and common areas clean and neat in accordance with the Health and Mental Hygiene and kitchen safety standards.
- Comply with sanitary practices for food handling and general cleanliness.
- Trained new employees to be fully equipped for their position.
- Conduct stock inventory, checks periodically and replenish items as needed.
- Perform restaurant opening and closing tasks.
Education
Computer Science
CUNY Medgar Evers College
Regents High School Diploma -
John Dewey High School
01.2005 - 01.2009
Skills
Keen eye for detail and high level of accuracy
Excellent time-management, organizational, and prioritization skills
Excellent verbal and written communication skills
3 Years of experience customer service (Phone, Chat, E-mail)
Professionalism and Self-motivated, able to work both independently and as part of a team
Ability to handle complaints and negative situations while maintaining patient and positive attitude
Ability to maintain confidentiality
Proficiency with computers and strong typing skills 40 WPM
Proficient Knowledge of Mac, Win 10, MS Office Suite and Zoom App
Ability to navigate through multiple computer systems simultaneously
Valid antivirus software installed, running and up to date
100% Remote Independent worker who does not need supervision
USB headset with microphone
Wired internet connection with high speed internet
Technical issues analysis
Technical Support
Issue troubleshooting
Complaint resolution
Order fulfillment
Professional telephone demeanor
Creative problem solving
Shipping procedures understanding
Documentation and reporting
LiveChat
Active Listening
Good Telephone Etiquette
Excellent Communication
Technical documents comprehension
Timeline
IT Technical Support Specialist
BioTelemetry
04.2022 - Current
Product Specialist
Intuit
01.2022 - Current
Virtual Customer Service Agent
Amazon
01.2016 - 10.2019
Customer Service Supervisor
BJ's Wholesale Club
01.2011 - 01.2016
Assistant Manager / Food Distributor
Golden Krust
01.2009 - 01.2010
Regents High School Diploma -
John Dewey High School
01.2005 - 01.2009
Computer Science
CUNY Medgar Evers College