Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
Ronald Holmes
IT Technician?Customer Service Professional
Marks,MS
Work Preference
Summary
Reliable individual proudly offering over 20 years of customer service experience across multiple disciplines including: IT, healthcare, retail, hospitality, and service industry. Able to provide positive interactions and foster repeat customers through consistent, professional service. I possess excellent organizational and critical thinking skills that make me highly adaptable and able to lean in fast paced environments. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Tier 2 Advisor
Kelly Services, Apple
2023.09 - Current
- Offered assistance in implementing and developing training programs.
- Reduced call resolution times by utilizing effective troubleshooting techniques and tools during issue diagnosis process.
- Elevated overall team performance by actively participating in coaching sessions, sharing insights, and learning from peers'' experiences.
- Leveraged strong multitasking skills to manage multiple support channels simultaneously while maintaining high levels of service quality.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Maintained up-to-date knowledge on company products, policies, and procedures to provide accurate information to customers.
- Developed lasting client relationships through empathetic communication and personalized solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Generated reports to track performance and analyze trends.
- Demonstrated excellent conflict resolution skills in handling difficult customer interactions, resulting in satisfied clients who continued their business relationship with the company.
- Provided exceptional service for clients through prompt response to inquiries and proactive problem solving.
Customer Service Representative
Wayfair LLC
2021.03 - 2023.09
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered constant flow of customer calls with minimal wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Provided information regarding charge accounts and loyalty programs.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled phones customers in fast-paced remote setting in coordination with solid team of 14 customer service associates.
Bar Manager
Rawhide Event Center
2016.03 - 2021.04
- Took customer orders and capitalized on opportunities to sell special beverage and food options.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events.
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Decreased waste, following strict recipes and drink measurement protocol.
- Poured and prepared mixed drinks for over 2000 customers daily.
- Recruited, hired and trained staff on bar practices, customer service standards and productivity strategies.
- Closed out cash register and prepared cashier report at close of business.
- Crafted popular cocktail menu for customers preferring liquor and spirits to wine.
- Capitalized on opportunities to advance operations and mixology knowledge, enhancing customer service with refined and current expertise.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
Supply Technician
Department Of Veterans Affairs CMOP
2018.04 - 2019.09
- Reviewed and verified quantities received against bills of lading, contracts and purchase requests.
- Conducted cyclic inventories and requisitioned stock to meet demanded inventory levels.
- Monitored and replenished tools and reagents to enable smoother workflows and eliminate delays.
- Supervised healthy inventory systems, monitoring product stock, maintaining receipt files and inputting data into computer spreadsheets for long-term tracking.
- Verified clerical computations against physical count of stock to adjust errors in computations.
- Acted as receiving agent in verifying delivered goods, preparing receipts for purchases and generating quarterly transaction reports.
- Used identification tags, stamps and electronic marking tools to mark stock items.
- Determined causes of discrepancies to make appropriate adjustments to correct inventory records and documents.
- Worked and communicated with clients and customers, adapting to expectations and providing quality goods and supplies on consistent basis.
- Posted supply status and receipt information to update activity register.
- Deployed logistics systems and outsourced transportation to maximize efficiency, cost and benefit.
- Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
IT Technician
SWS Electronics
2018.06 - 2019.02
- Analyzed hardware and software issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Performed maintenance tasks on PCs, networks and mobile devices.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured systems according to prescribed software and hardware frameworks.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
Medical Supply Technician
Department Of Veterans Affairs
2012.10 - 2018.04
- Anticipated surgeons needs and handed instruments and supplies to surgeons during procedures.
- Operated, adjusted, and monitored diagnostic equipment and other machines used during procedures.
- Prepared instruments for terminal sterilization and reset surgical suites for next procedure.
- Collected, prepared, and disposed of medical specimens.
- Performed and documented pre-surgery and post-surgery sponge, instrument, and needle count.
- Created unobstructive operative fields by using retractors, sponges, and suction and irrigating equipment.
- Created safe operating environments for invasive and non-invasive procedures.
- Gathered and set up equipment, tools and supplies and arrange instruments according to surgeons' preferences or instruction.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Identified issues, analyzed information and provided solutions to problems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Google Cybersecurity Certificate - Foundations of Cybersecurity
Coursera
Online2023-03
BBA - Computer And Information Sciences
Delta State University
Cleveland, MS2007-05
High School Diploma -
Madison Shannon Palmer High School
Marks, MS2003-05
Skills
- Customer Service
- Technical Troubleshooting
- Remote Technical Support
- Data entry proficiency
- Conflict Resolution
- Customer Relationship Management
- Teamwork and Collaboration
- Active Listening
- Critical Thinking
- Project management
Timeline
Tier 2 Advisor
Kelly Services, Apple
2023.09 - Current
Customer Service Representative
Wayfair LLC
2021.03 - 2023.09
IT Technician
SWS Electronics
2018.06 - 2019.02
Supply Technician
Department Of Veterans Affairs CMOP
2018.04 - 2019.09
Bar Manager
Rawhide Event Center
2016.03 - 2021.04
Medical Supply Technician
Department Of Veterans Affairs
2012.10 - 2018.04
Google Cybersecurity Certificate - Foundations of Cybersecurity
Coursera
BBA - Computer And Information Sciences
Delta State University
High School Diploma -
Madison Shannon Palmer High School