Nikeeta Fletcher
Customer Service
Angier,NC
Summary
Dedicated professional with over 6 years of experience in technical support and customer service. Expertise in problem-solving and effective communication, leading to timely resolution of complex issues and improved customer satisfaction. Passionate about utilizing technical knowledge to enhance user experience.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
Alorica
Greensboro, North Carolina
09.2019 - Current
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved escalated customer service issues, ensuring customer satisfaction and retention.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Troubleshot customer inquiries related to software and hardware issues.
- Educated customers on product features and usage best practices, empowering them to maximize product value.
- Collaborated with other departments such as sales, marketing, and engineering to ensure project alignment.
- Demonstrated advanced product knowledge to solve customer issues.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Recommended upgrades or additional features, enhancing user experience and driving customer engagement.
Driver
Yellow Cab
Pensacola, FL
01.2011 - 01.2018
- Transported passengers safely to various destinations across the city.
- Navigated routes efficiently using GPS and map systems.
- Assisted passengers with luggage and special needs, enhancing overall ride experience.
- Communicated with dispatch to coordinate schedules and provide timely traffic updates.
- Followed local traffic laws and regulations to promote safety.
- Maintained professional demeanor when interacting with diverse customers, fostering positive relationships.
- Ensured vehicle cleanliness and maintenance for optimal performance.
- Delivered goods and services to customers on time and in excellent condition.
- Adhered to company policies and procedures related to safety and security standards.
- Delivered packages to customers in a timely and efficient manner.
Education
Associate of Science - Business of Science
Virginia College
Pensacola, FL05-2010
Skills
- Technical support
- Technical troubleshooting
- Software support
- Hardware diagnostics
- Network diagnostics
- Issue resolution
- Customer service expert
- Customer relationship management
- Effective communication
- Problem solving
- Active listening
- Data entry
- Appointment scheduling
- Product training
References
References available upon request.
Timeline
Technical Support Representative
Alorica
09.2019 - Current
Driver
Yellow Cab
01.2011 - 01.2018
Associate of Science - Business of Science
Virginia College