Regina Williams
Houston,TX
Summary
Detail-oriented tech support agent with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Seeking and maintaining full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
38
38
years of professional experience
Work History
Tech Support Agent
Teleperformance
Houston, TX
09.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved issues with systems, hardware and cellphones quickly and accurately.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Cashier/Customer Service
Burlington Stores
Flint, MI
10.2019 - 08.2021
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Verified deactivation and removal of Electronic Article Surveillance Tags from products at point of sale.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
Work at Home Call Center
Arise Platform
Livonia, MI
02.2013 - 05.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Answered average of 70+ calls, per day, addressing customer inquiries, solving problems and providing product information.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
Lawn Care and Snow Removal Technician
Brantley Developments Llc
Westland, MI
05.2012 - 05.2019
- Removed weeds, hazards and debris from common pathways to improve usability.
- Maintained routine landscaping schedules to boost lawn health.
- Provided expert lawn care, mulching, aerating and trimming around walks, walls and flower beds.
- Diagnosed lawn and garden issues and recommended targeted solutions.
- Developed lasting customer relationships and grew network over time.
- Maintained gardening tools by replacing blades and fluids.
Truck Driver
US Army
Ft. Stewart, GA
10.1987 - 06.2010
- Operated with safety and skill to avoid accidents and delays.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Dropped and hooked trailers and changed configuration of equipment.
- Completed preventive maintenance and mechanical repairs on vehicles.
Education
High school diploma - Accounting
Northeastern High School
Skills
- Call center operations
- Inbound phone calls
- Technical Support
- Calm disposition
- Refunds and exchanges
- Customer assistance
- Cash register operation
- Point of sale operation
- Landscape equipment operation
- Trimming and weeding
- Self-Motivated
- Vehicle systems
- Operating hydraulics
- Materials transport
- Vehicle inspections
Additional Information
- Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Tech Support Agent
Teleperformance
09.2021 - Current
Cashier/Customer Service
Burlington Stores
10.2019 - 08.2021
Work at Home Call Center
Arise Platform
02.2013 - 05.2019
Lawn Care and Snow Removal Technician
Brantley Developments Llc
05.2012 - 05.2019
Truck Driver
US Army
10.1987 - 06.2010
High school diploma - Accounting
Northeastern High School
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