Summary
Overview
Work History
Education
Skills
Timeline
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Nakia Brown

Lawrenceville,Georgia

Summary

Personable and dedicated customer service representative with extensive experience in the corporate industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

22
22
years of professional experience

Work History

Product Support Representative II

UKG
Alpharetta, GA
07.2023 - Current
  • Assisted with troubleshooting customer inquiries and resolved product related issues.
  • Ensured that all incoming inquiries were addressed accurately and efficiently.
  • Researched product information for customers in order to provide accurate answers.
  • Provided technical support to customers via phone and email.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Technical Support Coordinator Tier II

Verizon
Alpharetta, GA
07.2002 - 08.2023
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Analyzed support tickets to identify trends and recommend product improvements to the development team.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Participated in after-hours on-call rotation for critical support needs.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Worked with internal teams to deliver accurate information to customers and service accounts.

Education

High School Diploma -

Benton Harbor High School
Benton Harbor, MI
06-1995

Skills

  • Training and coaching
  • Escalation management
  • Client Relationship Building
  • Empathy and patience
  • Interpersonal Skills

Timeline

Product Support Representative II

UKG
07.2023 - Current

Technical Support Coordinator Tier II

Verizon
07.2002 - 08.2023

High School Diploma -

Benton Harbor High School

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Nakia Brown