Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shaneka Shalise Roe

Watkinsville,GA

Summary

Dedicated and capable Technical Support Specialist with experience providing customer focused software and hardware support. Skilled in diagnosing and resolving technical issues efficiently while maintaining professionalism and excellent communication. Adept at troubleshooting software applications, operating systems, and hardware components in fast-paced environments. Seeking to leverage expertise to provide exceptional client support.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Advisor

Conduent
09.2023 - Current
  • Provide general software, operating system, and hardware support to clients via phone, email, and chat
  • Diagnose and troubleshoot software and hardware issues, ensuring timely resolution
  • Document and manage client interactions in ticketing systems to maintain transparency
  • Escalate complex issues to senior support teams as needed

Customer Care Representative

Health IQ
02.2021 - 09.2023
  • Assisted clients with policy selection and modifications, ensuring accurate processing
  • Addressed client inquiries efficiently and professionally, enhancing customer satisfaction
  • Managed high call volume with exceptional professionalism and efficiency.
  • Reduced claim processing time with thorough attention to detail, accurate documentation, and timely followups.

Customer Support Team Lead

Walgreens
09.2018 - 02.2021
  • Supporting store operations and ensuring excellent customer service
  • Guide and support store associates, ensuring they follow company policies and procedures
  • Assist customers with inquiries, resolve complaints, and provide a positive experience
  • Coach and mentor new and existing employees to improve performance and productivity

Education

High School Diploma -

Oconee County High School

Skills

  • Technical Troubleshooting & Issue Resolution
  • Software & Hardware Support
  • Customer Support & Communication
  • Remote & On-Site Assistance
  • ERP Solutions & Accounting Software Knowledge
  • SQL & Relational Databases (Basic Knowledge)
  • Multi-tasking & Prioritization
  • Documentation & Ticket Management
  • Team Collaboration & Independent Problem Solving
  • Ticket management

Certification

  • Ongoing self-study in SQL and database management.
  • Formal training in technical support methodologies and customer service best practices.

Timeline

Technical Support Advisor

Conduent
09.2023 - Current

Customer Care Representative

Health IQ
02.2021 - 09.2023

Customer Support Team Lead

Walgreens
09.2018 - 02.2021

High School Diploma -

Oconee County High School

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Shaneka Shalise Roe