Qiana Harriott
Lawrenceville,GA
Summary
Perceptive Senior Technical Support Specialist with established Management and Marketing skills. Bringing over 15 years of professional experience in help desk and technical support services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator successful supervising 10-15 employees and providing individualized training and motivation to each team member.
Overview
15
15
years of professional experience
Work History
AppleCare Senior Technical Support
Apple Inc
Lawrenceville, GA
07.2013 - Current
- Promoted to Senior Advisor for showing leadership skills dedication to customer satisfaction.
- Selected to join Apple AHA Safety and Product Security team.
- Daily performance of resolving customers' issues while providing exceptional customer experience with surprise and delight to external and internal customer.
- Dual skilled to support Apple Beats Support team/Apple Mac + continuity Safety and Privacy Senior Advisor.
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Collaborated with team members to achieve target results
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Proved successful working within tight deadlines and fast-paced atmosphere
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Demonstrated respect, friendliness and willingness to help wherever needed
- Maintained energy and enthusiasm in fast-paced environment
- Peer mentor for Product Security and Safety
- Recommended by Area manager and picked out top 5 % of advisor for Apple Leadership Academy.
- Developed team communications and information for meetings
Customer Service/Technical Support
Arise Inc
Miramar, Fla
06.2011 - 01.2013
- Seasonal position with Turbo Tax,
- Solved problems for customers having technical program issues while preparing their taxes
- Also assisted customers with input and difficult calculation errors
- Specialized in helping Mac users in separate turbo tax for mac department
- Return Survey rate of 95%, always hit monthly scorecard expectations, and KPI
Technical support
Talk America
Atlanta, Ga
01.2009 - 01.2011
- Assisted customer with troubleshooting errors with, cellular and home phone issues
- Used remote assistance and probing questions to pinpoint customer's exact error
- Maintained higher than expectations of quality assurance and resolution rate.
- Managed high levels of call flow and responded to over 25 advisor technical support needs
- Assisted with updating technical support best practices for use by team
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
Account Manager
Waste Management
Phoenix, Az
01.2006 - 01.2008
- Commercial Collections for major business, handled all east coast mall 38 accounts to cure delinquency
- Made outbound calls to account payable department to make proper payment arrangements
- Utilized spreadsheets using excel to keep workload organized and maintained.
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors
- Facilitated client satisfaction and renewed customer relations to drive growth
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
Education
Graduate -
University of Phoenix Online
Tempe, AZ04.2021
Skills
- Training Junior Team Members
- Call Center Operations
- Expert level Technical Support
- Collaborative Team Leader
- Technical Proficiency
- Very organized, goal orientated, able to deal with change, team player, ability to motivate others, problem
- Solver, punctual, Proficient in all Microsoft office suites as well as, pages, keynote, and numbers
Timeline
AppleCare Senior Technical Support
Apple Inc
07.2013 - Current
Customer Service/Technical Support
Arise Inc
06.2011 - 01.2013
Technical support
Talk America
01.2009 - 01.2011
Account Manager
Waste Management
01.2006 - 01.2008
Graduate -
University of Phoenix Online
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