Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Masiah Ragland

IT Specialist
Charlotte,NC

Summary

Experienced in utilizing advanced support techniques to provide quick and effective solutions for customer issues. Enhancing customer satisfaction and team collaboration through strong communication skills. Possess knowledge of technical troubleshooting and customer relationship management, resulting in consistent positive outcomes. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

5
years of professional experience
1
year of post-secondary education
3
Certifications
2
Languages

Work History

Velocitor Solutions
Charlotte, NC

Digital Transformation Specialist
03.2024 - Current

Job overview

  • Develops chatbots, enhancing software usage by 19% in Q4 2023.
  • Creates client and support documentation, improving clarity.
  • Facilitates onboarding, promoting system understanding and team unity.
  • Conducts audits, streamlining resources for team efficiency.
  • Provides ongoing training, ensuring seamless operational integration.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Followed all company policies and procedures to deliver quality work.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Developed training materials to enhance staff proficiency and productivity.
  • Conducted in-depth market research for identifying new business opportunities.

Velocitor Solutions
Charlotte, NC

Senior Support Specialist
09.2023 - 03.2024

Job overview

  • Provided ongoing training and support, ensuring seamless integration for clients and staff while promoting operational success.
  • Spearheaded the development of AI-driven chatbots, significantly boosting user engagement and enhancing software utilization across diverse client sectors.
  • Analyzed user feedback to refine client documentation, leading to improved clarity and a noticeable reduction in support inquiries.
  • Facilitated cross-functional training sessions, fostering teamwork and enhancing system understanding among new hires and existing staff.
  • Implemented a streamlined audit process, optimizing resource allocation and resulting in measurable gains in team productivity.
  • Managed high-volume support tickets while maintaining excellent customer service ratings.
  • Developed and implemented comprehensive training programs to increase staff knowledge and skillsets.
  • Collaborated with cross-functional teams to identify root causes of recurring issues and develop solutions.
  • Proactively identified gaps in internal documentation, creating new materials or updating existing content accordingly.
  • Enhanced communication within the support team through regular meetings, status updates, and collaborative tools usage.
  • Established strong relationships with key clients, ensuring long-term retention through exemplary service delivery.
  • Coordinated seamless transition during software migrations while minimizing downtime impact on customers.
  • Reduced average call resolution time by implementing targeted process improvements and training initiatives.
  • Delivered exceptional remote assistance using screen-sharing tools for faster troubleshooting resolution times.
  • Contributed to product development efforts by providing valuable user feedback from support interactions.
  • Increased customer satisfaction ratings to 94%.

Conduent
Remote, N/A

Senior Support Specialist
06.2022 - 08.2023

Job overview

  • Elevated customer satisfaction to 9.2/10 by resolving complex technical issues efficiently.
  • Enhanced customer retention by 8% through personalized support and proactive problem-solving.
  • Recovered 70% of at-risk accounts with effective communication and tailored solutions.
  • Mentored 5 junior specialists, boosting their resolution times by 20% in the first quarter.
  • Updated support documentation, cutting repetitive inquiries by 10%.
  • Implemented proactive monitoring strategies to identify potential issues before they impacted customers.
  • Spearheaded the creation of a centralized knowledge base, improving access to information for both staff and clients alike.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.
  • Conducted regular performance reviews, setting goals, and providing constructive feedback to drive continuous improvement.

Lawnstarter
Remote, N/A

Sales Agent
05.2020 - 06.2022

Job overview

  • Exceeded monthly sales targets through effective virtual strategies, enhancing client engagement.
  • Gained recognition for surpassing key performance indicators in remote sales settings.
  • Utilized digital platforms to identify and connect with potential clients, driving measurable results.
  • Surpassed monthly sales targets by implementing targeted virtual engagement strategies, resulting in increased client acquisition.
  • Fostered strong relationships with clients through proactive communication, leading to improved customer retention and loyalty.
  • Assisted call-in customers with questions and orders.
  • Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
  • Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • Enhanced product knowledge through continuous training and professional development opportunities.

Education

Central Piedmont Community College
Charlotte, NC

Associate of Arts from Information Technology
11.2024 - Current

University Overview

Skills

System Integration

undefined

Certification

Google IT Support - Google

Timeline

Google IT Support - Google

05-2025
Central Piedmont Community College
Associate of Arts from Information Technology
11.2024 - Current
Digital Transformation Specialist
Velocitor Solutions
03.2024 - Current
Senior Support Specialist
Velocitor Solutions
09.2023 - 03.2024
Senior Support Specialist
Conduent
06.2022 - 08.2023

CSS Level 1 - Cambridge Certification Authority

01-2022

HTML Level 1 - Cambridge Certification Authority

01-2022
Sales Agent
Lawnstarter
05.2020 - 06.2022

Similar Profiles

CREATE PROFILE
Masiah RaglandIT Specialist