Marva Staton
Fort Worth,TX
Summary
Solution-focused Technical Support Representative recognized for high productivity and efficient task completion. Skilled in troubleshooting, customer service, and technical documentation, consistently resolving complex issues with precision. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to enhance customer satisfaction and team collaboration.
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
Work History
Technical Support Representative
Intuit
Fort Worth, Tx
01.2020 - 08.2025
- Provided technical support for software issues via phone and chat.
- Resolved customer inquiries using troubleshooting tools and knowledge base.
- Escalated complex issues to specialized teams for advanced resolution.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Developed system documentation, user manuals, FAQs, troubleshooting guides.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
Customer Service Representative
Walmart
Fort Worth, Tx
03.2016 - 12.2019
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Conducted regular follow-up calls with customers after resolving their issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Verizon
Fort Worth
01.2014 - 01.2016
- Assisted customers with inquiries about products and services.
- Resolved issues through effective communication and problem-solving skills.
- Educated customers on plan options and device features.
- Processed customer orders and account changes accurately.
- Maintained a positive attitude while handling challenging situations.
- Followed company policies to ensure compliance in all transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Tulsa Job Corps
Tulsa, OKSkills
- Troubleshooting software
- System documentation
- Technical demonstration
- Ticket resolution strategies
- Bug reporting procedures
- Customer success management
- Ticket support system management
- Data entry
- Active listening
- Issue troubleshooting
Timeline
Technical Support Representative
Intuit
01.2020 - 08.2025
Customer Service Representative
Walmart
03.2016 - 12.2019
Customer Service Representative
Verizon
01.2014 - 01.2016
Tulsa Job Corps