Summary
Overview
Work History
Education
Skills
References
Timeline
Hi, I’m

Roshaunda Pounders

Watertown,NY

Summary

Experienced support agent with a proven ability to analyze, diagnose, and resolve computer user support issues. Extensive experience in providing comprehensive technical support and successfully resolving complex technical issues. Knowledgeable in standard operating systems and networking protocols, enabling effective addressing of a wide range of user needs. Possesses a positive and friendly demeanor, ensuring exceptional support delivery. Strong attention to detail and effective communication skills contribute to tackling diverse and challenging requirements. Well-versed in Area of expertise and excels in a 24/7 uptime environment. Detail-oriented team player with strong organizational skills, capable of handling multiple projects simultaneously while maintaining a high degree of accuracy.

Overview

10
years of professional experience

Work History

eSkillz Corp.

Support Specialist II
08.2022 - Current

Job overview

  • Assist users with LMS issues, troubleshoot course launch issues, monitor live chat support, process support tickets, and perform administrative tasks.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
  • Improved customer retention with empathetic and efficient handling of support cases.
  • Developed and maintained knowledge base to assist in faster resolution of common issues.
  • Created user accounts and assigned permissions.
  • Offered assistance in implementing and developing training programs.
  • Researched and identified solutions to technical problems.

VECTOR Marketing

Salesperson
01.2022 - Current

Job overview

  • Give presentations, make sales, stay updated on sales, meet sales goals, tailor packages, and self-market.
  • Worked to build relationships with customers and built potential for additional sales.
  • Developed relationships with clients for increased loyalty and repeat business.
  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Engaged customers in social conversations to create pleasant and easy shopping experience.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Informed customers of promotions to increase sales productivity and volume.
  • Selected correct products based on customer needs, product specifications and applicable regulations.

Twitch Interactive

Content Creator
03.2019 - Current

Job overview

  • Produce and Manage livestream video feed to a live audience, plan out broadcasts, delegate tasks, maintain equipment, troubleshoot issues, analyze reports, answer questions in chat, and moderate community.
  • Applied current editing and photography tools to tell great stories.
  • Boosted brand engagement by creating compelling social media posts and campaigns.
  • Implemented user feedback system on website to gather insights, using this feedback to guide future content creation.

Twitch Interactive

Moderator
04.2015 - Current

Job overview

  • Assist with troubleshooting livestreaming issues, manage multiple users, answer questions, assure legality, and maintain community.
  • Developed guidelines and best practices for maintaining a respectful, professional tone in online discussions.
  • Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.
  • Collaborated with fellow moderators to create a safe, inclusive online environment for users.
  • Fostered a culture of respect among users by modeling positive communication skills and promoting constructive dialogue.
  • Boosted community engagement through timely responses to comments and inquiries.
  • Provided ongoing feedback to content creators, fostering collaboration and continuous improvement of materials.
  • Implemented new moderation strategies that led to a decrease in negative interactions among users.
  • Proactively identified potential sources of friction within the community and implemented measures to prevent escalation into larger issues.

Serur Agencies - NILICO

Insurance Agent
01.2022 - 08.2022

Job overview

  • Meet with clients, assess needs, monitor insurance sales, stay updated on laws, maintain license, prepare presentations, and ensure clients follow processes.
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.

Wal-Mart Inc. #1871

Sales Associate
10.2014 - 01.2019

Job overview

  • Maintain store displays, assist customers, strengthen customer confidence, train new hires, and educate customers on products.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Resolved customer complaints with patience and understanding, restoring customer confidence.
  • Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
  • Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
  • Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
  • Increased customer loyalty with personalized shopping experiences and attentive service.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Collected, arranged, and input information into database system.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Generated reports detailing findings and recommendations.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Gathered, organized and input information into digital database.
  • Devised and implemented processes and procedures to streamline operations.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Education

Jefferson Community College
Watertown, NY

Associates Of Science from Computer Science

University of Tennessee
Knoxville, TN

Skills

  • Organization
  • Time management
  • Strong attention to detail
  • Ability to work under pressure effectively and accurately
  • Team/Relationship building
  • Effective communication
  • Streamlabs OBS & Chatbot
  • Microsoft Office Suite
  • Remote Support
  • Support Services
  • Customer Relationship Management
  • Training and coaching
  • Recordkeeping skills
  • Technical assistance
  • Incident Management
  • Escalation Handling
  • Operating System Knowledge
  • Knowledge management
  • SLA Compliance
  • Ticket management
  • Mobile Device Support
  • Helpdesk operations
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Organizational Skills
  • Attention to Detail
  • Friendly and Patient
  • Highly Professional
  • Collaborative Team Player
  • Customer Communication and Empathy
  • Interpersonal Skills
  • Active Listening
  • Technical Troubleshooting
  • Help Desk Support
  • Customer service expert
  • Microsoft Windows and Office
  • Account Administration
  • Remote Technical Support
  • Customer Needs Assessment
  • Desktop support
  • Technical issues analysis
  • Online Chat Support
  • Issue and Resolution Tracking
  • User Support
  • Goal-Oriented
  • Complex Problem-Solving
  • Processes and procedures
  • Process Improvement
  • Multitasking Abilities
  • Time Management
  • Excellent Communication
  • Effective Communication
  • Decision-Making
  • Adaptability and Flexibility
  • Analytical Thinking
  • Professionalism
  • Relationship Building
  • Idea Development and Brainstorming
  • Written Communication
  • Quality Assurance
  • Problem-solving aptitude
  • Quantitative skills
  • Issue Research
  • Professional Demeanor
  • C proficiency
  • Java programming skills
  • Friendly, Positive Attitude
  • Computer Skills
  • Calm Under Pressure
  • Problem Resolution
  • Verbal Communication

References

Available upon request.

Timeline

Support Specialist II

eSkillz Corp.
08.2022 - Current

Salesperson

VECTOR Marketing
01.2022 - Current

Insurance Agent

Serur Agencies - NILICO
01.2022 - 08.2022

Content Creator

Twitch Interactive
03.2019 - Current

Moderator

Twitch Interactive
04.2015 - Current

Sales Associate

Wal-Mart Inc. #1871
10.2014 - 01.2019

University of Tennessee

Jefferson Community College

Associates Of Science from Computer Science

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Roshaunda Pounders