Dynamic customer service professional with extensive experience excelling in technical support and conflict resolution. Proven ability to enhance customer loyalty through empathetic communication and effective troubleshooting. Skilled in data entry and organization, consistently delivering exceptional service and fostering strong client relationships. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records. Experienced in maintaining privacy of confidential and sensitive information.
Hi, I’m
Queneda Lane
Hephzibah
Summary
Overview
19
years of professional experience
Work History
Concentrix (seasonal) Turbo TaxHephzibah
Product/Technical Support Customer Care Rep
03.2025 - 04.2025
Job overview
- Provided technical product support for customers including installation, troubleshooting and repair services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided guidance on best practices for product use by customers.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Identified products and services that would be best fit for customer projects.
T-MobileAugusta
Customer Service Representative/ Technical Support
04.2020 - 11.2023
Job overview
- Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
- Answered customer calls promptly to avoid long wait times on hold.
- Assisted customers in choosing and customizing available items to meet their specific needs.
- Educated customers about promotions to increase sales.
- Increased customer loyalty by providing outstanding service in response to questions, complaints, and technical issues.
Woodall Education CenterColumbus
Behavioral Counselor
05.2012 - 04.2013
Job overview
- Supervised 5 individual sessions and 3 group therapy meetings per week.
- Made referrals to housing providers so that clients could be placed in supportive housing.
- Led and facilitated group and individual therapy sessions on topics such as PTSD, anger management, substance abuse, and grief and loss.
- Assisted clients by referring them to community resources such as substance abuse, mental health, and medical services.
- Provided emergency response in crisis situations in order to diffuse tensions and prevent violence.
- Demonstrated cultural and linguistic sensitivity to the clients and families I served.
ITT CorpFort Benning
Material Handler
07.2011 - 04.2013
Job overview
- Used bracing and strapping techniques to prevent load shifting or damage.
- Kept track of the inventory of shipping materials and supplies.
- Was in charge of operating equipment while adhering to standard safety procedures.
- Was in charge of transporting inventory items to their proper locations.
- Paid close attention to gain a thorough understanding of the duties required for each shift, completing priority tasks first during team meetings.
- Made supervisors and coworkers aware of potential hazards and other issues so that they could be resolved quickly.
United States National GuardFort Benning
Human Resources Specialist
09.2010 - 08.2012
Job overview
- Improved data collection accuracy by submitting account information without errors.
- I've successfully managed large-scale events aimed at increasing employee engagement.
- Managed 50 plus employees across the compensation, benefits, HRIS, and payroll departments to ensure optimal productivity.
- Preparing and processing recommendations for awards, decorations and ceremonies, updates and coordinated requests for evaluations, to include responding to evaluation inquires.
- Monitored requests for promotions, medical records, transfers and discharges.
United States ArmyFort Stewart
Ammunition Specialist
08.2006 - 09.2010
Job overview
- Used superior negotiation skills to defuse hostile situations.
- Took accurate measurements with hand tools, instruments, gauges, and equipment, and recorded the results for official records.
- Conducted daily inspection rounds throughout the facilities to ensure that all equipment and machinery were in working order.
- Primarily responsible for receipts, receiving, storing and issuing conventional ammunition, guided missiles, large rocket, explosives and other ammunition and explosives.
Education
Troy UniversityAL, USA
Bachelor of Science from Psychology
01.2016
University Overview
I have a minor in human services from taking social work courses.
Augusta Technical CollegeAugusta, GA
Specialty Degree from Surgical Technology
University Overview
Skills
- Compassion and empathy
- Proper phone etiquette
- Organization
- Report writing
- Strong verbal communication
- Data entry
- Self-motivated
- Conflict resolution
- Technical support
- Product knowledge
- Troubleshooting techniques
- Customer engagement
- Time management
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Product/Technical Support Customer Care Rep
Concentrix (seasonal) Turbo Tax
03.2025 - 04.2025
Customer Service Representative/ Technical Support
T-Mobile
04.2020 - 11.2023
Behavioral Counselor
Woodall Education Center
05.2012 - 04.2013
Material Handler
ITT Corp
07.2011 - 04.2013
Human Resources Specialist
United States National Guard
09.2010 - 08.2012
Ammunition Specialist
United States Army
08.2006 - 09.2010
Troy University
Bachelor of Science from Psychology
Augusta Technical College
Specialty Degree from Surgical Technology
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