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

NAJA ANTHONY

Stone Mountain,USA
NAJA ANTHONY

Summary

Customer-focused and tech-savvy support professional with over 5 years of experience delivering high-quality customer and technical support in fast-paced environments. Proven track record of handling escalated cases, resolving complex technical issues, and ensuring customer satisfaction across Apple, Windows, and ticketing systems. Adept at simplifying technical concepts for users and supporting large-scale training initiatives. Committed to problem-solving, team collaboration, and service excellence.

Overview

10
years of professional experience

Work History

Cricket Wireless

Technical Support Specialist
09.2024 - Current

Job overview

  • Delivered technical support for Apple and Windows devices, assisting 70+ customers daily.
  • Translated complex technical issues into user-friendly solutions, improving resolution times.
  • Helped implement a training program for 100+ support reps, reducing escalations by 5%.
  • Supported team members using knowledge base for case resolution efficiency.

Stratix

Technical Support Analyst
09.2022 - 09.2023

Job overview

  • Handled escalated tickets across calls, chats, and emails for customer orders and technical issues.
  • Resolved system and account inquiries, including billing and wage concerns.
  • Identified malware and performance issues, improving device stability.

WellMed

Call Center Representative
03.2022 - 09.2022

Job overview

  • Managed high-volume inbound/outbound calls resolving technical and account issues.
  • Ensured first-call resolution and maintained adherence to quality standards.
  • Assisted with billing corrections and maintained accurate customer records.

Apple

Tier 3 Technical Support Representative
06.2021 - 09.2022

Job overview

  • Resolved advanced technical escalations and provided expert support for Apple systems.
  • Diagnosed and removed malware/ransomware, improving user experience.
  • Handled order-related inquiries and provided guidance on account concerns.

Southeastrans

Customer Support Representative
03.2021 - 06.2021

Job overview

  • Provided inbound and outbound call support, focusing on billing and account troubleshooting.
  • Maintained high levels of client satisfaction with empathetic and solution-oriented service.

Chime Solutions

Customer Service Representative
10.2020 - 02.2021

Job overview

  • Resolved billing and service issues in a high-volume call center environment.
  • Accurately opened and updated customer accounts while ensuring data integrity.

Various Technical Support Roles
01.2015 - 01.2020

Job overview

  • Performed technical troubleshooting and customer support duties in roles at Aerotek, Conduent, Transcom, and Perfetta, gaining foundational experience in helpdesk systems, call handling, and remote support.

Education

Liberty University
Lynchburg, VA

Bachelor of Science from Social Work
05.2023

University Overview

Martin Luther King Jr. High School
Lithonia, GA

High School Diploma
05.2013

University Overview

Skills

  • Customer Service & Support
  • Technical Troubleshooting (Apple, Windows, Mac OS)
  • Escalation & Issue Resolution
  • Remote IT Assistance
  • Helpdesk & Service Desk Support
  • CRM & Ticketing Systems
  • Google Workspace & Windows 10
  • Call Center Operations
  • Software Diagnostics
  • Team Collaboration & Training Support

Timeline

Technical Support Specialist
Cricket Wireless
09.2024 - Current
Technical Support Analyst
Stratix
09.2022 - 09.2023
Call Center Representative
WellMed
03.2022 - 09.2022
Tier 3 Technical Support Representative
Apple
06.2021 - 09.2022
Customer Support Representative
Southeastrans
03.2021 - 06.2021
Customer Service Representative
Chime Solutions
10.2020 - 02.2021
Various Technical Support Roles
01.2015 - 01.2020
Liberty University
Bachelor of Science from Social Work
Martin Luther King Jr. High School
High School Diploma

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