Microsoft
Shaniqua Bolden
Arlington,TX
Summary
Dynamic professional with extensive experience in technical support and customer service. Known for adaptability and strong problem-solving skills, contributing to team success through effective collaboration and training initiatives. Committed to enhancing customer experiences and optimizing support processes.
Overview
16
16
years of professional experience
Work History
Technical Specialist
ADT Security
Boca Raton, FL
01.2025 - Current
- Supported installation and configuration of security systems for residential and commercial clients.
- Collaborated with team to troubleshoot technical issues and provide timely resolutions.
- Assisted in training new employees on system functionalities and customer service protocols.
- Analyzed customer needs to recommend appropriate security solutions effectively.
Technical Support Representative
Brinks Home Security
Dallas, TX
09.2023 - 10.2024
- Provided technical assistance for customer inquiries regarding home security systems and services.
- Resolved issues by troubleshooting hardware and software problems, ensuring customer satisfaction.
- Educated clients on system features, installation procedures, and maintenance best practices.
- Collaborated with cross-functional teams to improve support processes and enhance customer experience.
Customer Service Representative
Teleperformance
Dallas, TX
01.2022 - 11.2023
- Resolved customer inquiries efficiently through multiple communication channels.
- Assisted team in achieving service level agreements consistently.
- Maintained customer account information accurately in CRM systems.
- Provided product knowledge to enhance customer satisfaction and loyalty.
Customer Service Representative
Pisa Group
Richardson, TX
02.2018 - 08.2021
- Collaborated with cross-functional teams to address complex issues effectively.
- Trained new representatives on company policies and customer service protocols.
- Analyzed customer feedback to identify areas for process improvement.
- Developed training materials for ongoing staff development initiatives.
Shift Leader
Kentucky Fried Chicken
Dallas, TX
11.2012 - 08.2013
- Supervised daily operations, ensuring adherence to quality and service standards.
- Trained and mentored team members, fostering skill development and performance improvement.
- Implemented efficient workflow processes, enhancing overall kitchen productivity.
- Monitored inventory levels, coordinating timely restocking to prevent shortages.
Cashier Team Lead
Taco Cabana
Dallas, TX
03.2010 - 05.2012
- Supervised cashier operations, ensuring efficient transaction processing and customer service quality.
- Trained and mentored team members on cash handling procedures and customer engagement techniques.
- Managed inventory levels, reducing discrepancies through diligent stock monitoring and reporting.
- Implemented new scheduling system, optimizing staff coverage during peak hours to enhance service delivery.
Education
MOA -
Ultimate Medical Academy
Clearwater, FL08-2026
High School Diploma -
Texas Can Academy
Dallas, TX01-2011
Skills
- Telecommunications
- Enterprise resource planning
- Experienced in system optimization
- User training expertise
- Ability to handle change and learn quickly
- Constructing solutions to challenges
- Time Management: Organizing tasks to meet deadlines
Software
Timeline
Technical Specialist
ADT Security
01.2025 - Current
Technical Support Representative
Brinks Home Security
09.2023 - 10.2024
Customer Service Representative
Teleperformance
01.2022 - 11.2023
Customer Service Representative
Pisa Group
02.2018 - 08.2021
Shift Leader
Kentucky Fried Chicken
11.2012 - 08.2013
Cashier Team Lead
Taco Cabana
03.2010 - 05.2012
MOA -
Ultimate Medical Academy
High School Diploma -
Texas Can Academy