Marijuh Brown
Fayetteville,NC
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Meticulous Technical Support Representative tracks and analyzes all customer complaints and product faults. Contributes invaluable data to software development personnel. Produces exceptional products by leveraging actionable customer feedback data. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Monitoring Specialist
Affiliated Monitoring
11.2023 - Current
- Optimized resource allocation by identifying areas of improvement through continuous monitoring.
- Conducted comprehensive audits to ensure regulatory compliance and mitigate potential risks.
- Evaluated system performance by conducting routine checks and maintenance tasks.
- Spearheaded projects aimed at improving the overall effectiveness of the organization''s monitoring capabilities while reducing costs associated with manual operations or outdated technology usage.
Technical Support Specialist
ContinuumGlobal
02.2021 - 11.2023
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Demonstrated advanced product knowledge to solve customer issues.
- Documented and updated case notes for each customer and work order.
- 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.
- 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.
Customer Care Representative
Appen Global
02.2020 - 02.2021
- Recommended potential products or services after analyzing customer needs.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Processed customer account changes with proprietary software.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Cashier Team Lead
McDonald's Restaurant
05.2018 - 08.2020
- Processed refunds for worn, damaged and broken merchandise.
- Scanned, priced and bagged customer groceries quickly to keep lines moving.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Answered customer questions and provided store information.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Screened applicants for hire and assisted with training individuals for cashier positions.
- Helped with purchases and signed customers up for rewards program.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Prepared cash deposits and balanced store safe for opening and closing of business.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed payments promptly for customers to exceed productivity standards.
Warehouse Packer
Keeco LLC
08.2019 - 01.2020
- Created shipping labels with complete details in warehouse management system.
- Printed accurate labels and applied to boxes, crates and containers prior to shipment.
- Read orders to obtain item numbers and located merchandise in bins or on shelves.
- Trained new employees regarding warehouse procedures and standards.
- Used tools, sprayers and cleaning solutions to disinfect work areas.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Packaged items with appropriate materials to prevent damage during shipping.
- Followed safety policies, procedures and guidelines to prevent and reduce accidents and injuries.
- Operated forklift and pallet jack to transport heavy loads.
- Picked and packed orders using pick sheets and RF scan guns for accuracy.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
- Stocked shelves, racks and bins with new or transferred merchandise.
Sales Associate
Walmart
06.2016 - 03.2018
- Helped customers find specific products, answered questions and offered product advice.
- Trained new team members in cash register operation, stock procedures and customer services.
- Adhered to company initiatives and achieved established goals.
- Collected payments and provided accurate change.
- Used technology resources to assist customers in locating and selecting items.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Engaged customers in friendly, professional dialogue to determine needs.
- Worked with fellow sales team members to achieve group targets.
- Answered incoming telephone calls to provide store, products and services information.
Education
Associate of Science - Health Science
Fayetteville Technical Community College
Fayetteville, NC05.2023
High School Diploma -
Douglas Byrd High School
Fayetteville, NC06.2016
Skills
- Application Installations
- Remote Desktop Services and Support
- Remote Technical Assistance
- Troubleshooting and Diagnosing
- Customer Service
- Hardware Upgrades
- Software Evaluation
- Multitasking and Prioritization
- Verbal and Written Communication
- Help Desk Support
- Computer Diagnostics
- Customer Service Support
- Tracking and Documentation
- Error Detection
- Documentation Development
- Microsoft Windows and Office
- Teamwork and Collaboration
- System Performance Assessment
- Troubleshooting Network Issues
- Microsoft Certification
- Remote Technical Support
- Remote Support
- Log Analysis
- Application support
- Emergency Response
- Problem-Solving
- Time Management
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Troubleshooting skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Self Motivation
Timeline
Monitoring Specialist
Affiliated Monitoring
11.2023 - Current
Technical Support Specialist
ContinuumGlobal
02.2021 - 11.2023
Customer Care Representative
Appen Global
02.2020 - 02.2021
Warehouse Packer
Keeco LLC
08.2019 - 01.2020
Cashier Team Lead
McDonald's Restaurant
05.2018 - 08.2020
Sales Associate
Walmart
06.2016 - 03.2018
High School Diploma -
Douglas Byrd High School
Associate of Science - Health Science
Fayetteville Technical Community College
Similar Profiles
Eric SettlemireEric Settlemire
Dispatcher at Affiliated MonitoringDispatcher at Affiliated Monitoring
Monique GoodineMonique Goodine
Customer Service Representative at Affiliated MonitoringCustomer Service Representative at Affiliated Monitoring
Zaria HemphillZaria Hemphill
Monitoring Agent at Affiliated MonitoringMonitoring Agent at Affiliated Monitoring
Jessica SmithJessica Smith
Store Manager at Macy’sStore Manager at Macy’s
Zantarius PhillipsZantarius Phillips
Infantry Squad Leader at Marine CorpsInfantry Squad Leader at Marine Corps