Nydia Franklin
Columbia ,SC
Summary
Dynamic Technical Support Advisor with a proven track record at the Department of Veterans Affairs, adept at enhancing customer satisfaction through effective troubleshooting and technical training leadership. Expert in software installation and escalation management, I streamlined support processes, significantly reducing service calls while maintaining strict confidentiality and compliance.
Overview
7
7
years of professional experience
Work History
Technical Support Advisor
Department of Veterans Affairs
06.2020 - 12.2024
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by Number%.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
Unemployment Claims Specialist
SCDEW
03.2020 - 10.2020
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
Customer Service Representative
Teleperformance USA
11.2017 - 03.2020
- 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.
Education
RN
Fortis College
Columbia, SCSkills
- Software installation
- System administration
- Technical training leadership
- Remote support
- Escalation management
- Customer service
- Active listening
- Verbal and written communication
- Product troubleshooting
Timeline
Technical Support Advisor
Department of Veterans Affairs
06.2020 - 12.2024
Unemployment Claims Specialist
SCDEW
03.2020 - 10.2020
Customer Service Representative
Teleperformance USA
11.2017 - 03.2020
RN
Fortis College
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