Malitra Watkins
Jacksonville,FL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
7
7
years of professional experience
Work History
Independent Contractor (Remote)
SPIRITCALLANGELS INC
09.2020 - 04.2024
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Prepared paperwork and assisted with clerical duties such as answering phones, data entry input, and responding to emails.
- Completed data entry to record call notes, suggestions and questions.
Technical Support Representative
Kelly Services
02.2019 - 06.2020
- Managed high levels of call flow and responded to Apple technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Tier 1 & 2 (Remote)
Convergys
08.2017 - 11.2018
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Associate of Science - Computer Related Crime Adv
Florida State College At Jacksonville
Jacksonville, FL07.2026
Skills
- Workload Management
- Deadline Adherence
- Data Entry
- Accurate data entry
- Quality Control
- Technical Support
Timeline
Independent Contractor (Remote)
SPIRITCALLANGELS INC
09.2020 - 04.2024
Technical Support Representative
Kelly Services
02.2019 - 06.2020
Customer Service Tier 1 & 2 (Remote)
Convergys
08.2017 - 11.2018
Associate of Science - Computer Related Crime Adv
Florida State College At Jacksonville