Nicole Prather
Knoxville,TN
Summary
Adept at technical troubleshooting and clear communication, I enhanced customer satisfaction and streamlined support processes at ONE INC. My knack for mediation and simultaneous task management led to significant improvements in team efficiency and client relations, showcasing my ability to exceed employer expectations with strategic solutions and empathetic service.
Overview
15
15
years of professional experience
Work History
Customer Technical Support Analyst
ONE INC
02.2024 - Current
- Expedited resolution times by quickly diagnosing root causes of problems and proposing appropriate fixes.
- Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
- Boosted team morale by actively participating in group discussions, contributing ideas, and supporting colleagues'' professional growth.
- Streamlined support processes by developing comprehensive troubleshooting guides and resources.
- Demonstrated adaptability in handling diverse technical environments, including various hardware, software, and network configurations.
- Continuously updated personal technical expertise through self-study, webinars, workshops, and industry conferences.
- Proactively identified potential areas of concern within the organization''s technology infrastructure that could impact user experiences negatively.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Assisted in onboarding new hires, providing training materials and mentorship on company policies and procedures.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Enhanced team efficiency by sharing best practices and continuously updating internal knowledge base.
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Participated in regular team meetings to review performance metrics, discuss improvement strategies, and set goals for continued success.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Provided after-hours support as needed to maintain seamless 24/7 assistance for global clientele.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
- Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Improved customer satisfaction by providing timely and effective technical support to a diverse client base.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
Customer Service Representative
AT&T Inc.
03.2019 - 02.2024
- Updated knowledge of products and services regularly.
- Handled customer calls and responded to queries about services, product malfunctions, promotions, and billing
- Worked to address all customer concerns in a timely and effective manner
- Handled large volume of calls on a day to day basis with a sense of calm and good work ethic
- Developed successful tactics to sell products and services to customers
- Worked to understand the needs of each customer
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative Reservation Agent
Sabre Hospitality
03.2014 - 05.2019
- i’m Greeted customers with enthusiasm and a delightful and helpful attitude
- Delivered accurate information regarding hotel amenities and promotions to guests.
- Effectively sold rooms to customers over the phone
- Addressed customer complaints professionally.
- Processed payments and informed hotel staff of room status and availability
- Provided superiors with work logs, demonstrating accountability
- Maintained composure while resolving conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Healthcare Customer Service Representative
Maximus
10.2009 - 03.2014
- Providing compassionate and efficient customer service
- Streamlined patient interactions with billing procedures.
- Actively listen to patients and understand their concerns
- Assist patients in resolving their medical bills
- Provide information and guidance on healthcare options
- Showcased proficiency in patient care.
- Strategic team player, skilled in managing electronic health records, driving sales, and delivering excellent customer service
Education
Bachelor of Science -
PURDUE UNIVERSITY
West Lafayette05.2011
High School Diploma -
West Point High
West Point, Ms05.2007
Skills
- Clear Verbal and Written Communication
- Technical Troubleshooting Expertise
- Simultaneous Task Management
- Mediation and Negotiation Skills
- Marketing Strategies
- Time Management
Extracurricular Activities
Environmental Cleanup Crew, Volunteer, East Tennessee, 04/01/10, Present, Assist in cleaning homes that have been burned down., Maintain impeccable cleanliness in all areas, including floors, surfaces, restrooms, and common spaces., Tasks will include dusting, sweeping, mopping, vacuuming, and window cleaning., Ensure that all assigned areas are cleaned to the highest standards., Adhere to health and safety guidelines and company policies.
Hobbies and Interests
- Plant Enthusiast
- Attentive and dedicated gardener with a genuine love for plants and working outside.
- Possess broad horticultural knowledge as well as ample practical experience caring for plants and maintaining grounds.
- Expert in the planting and raising of perennial flowers.
References
- Diana Rogers, Sabre Hospitality, rogersdiana442@gmail.com, 865-383-3360
- George Kenny, AT&T, gkenny@att.com, 888-897-0221
- Barbara Hoyt, Maximus Healthcare, gratenilo@gmail.com, 547-989-1762
Timeline
Customer Technical Support Analyst
ONE INC
02.2024 - Current
Customer Service Representative
AT&T Inc.
03.2019 - 02.2024
Customer Service Representative Reservation Agent
Sabre Hospitality
03.2014 - 05.2019
Healthcare Customer Service Representative
Maximus
10.2009 - 03.2014
Bachelor of Science -
PURDUE UNIVERSITY
High School Diploma -
West Point High