Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shantoyria blount

Miramar

Summary

Dynamic Technical Support Representative with proven expertise , excelling in technical troubleshooting and complaint handling. Enhanced customer satisfaction through effective remote support and rapid problem resolution. Recognized for boosting first-call resolution rates and delivering empathetic service, fostering strong customer relationships and loyalty.

Overview

8
8
years of professional experience

Work History

Technical Support Representative

Conduent Business Services
01.2023 - 02.2025
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Tested new software and hardware prior to deployment.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Reduced call handling time, implementing efficient diagnostic protocols.

Chat Support Representative

Wayfair
10.2022 - 12.2023
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
  • Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Sought ways to improve processes and services provided.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Unique Sweets
03.2017 - 10.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Trained staff on operating procedures and company services.

Education

High School Diploma -

Premier Academy
Pompano Beach, FL
05-2012

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Sales training
  • Call control
  • Online chat support
  • Live chat support
  • Email support
  • Telephone and email support
  • Call center experience
  • Complaint handling

Timeline

Technical Support Representative

Conduent Business Services
01.2023 - 02.2025

Chat Support Representative

Wayfair
10.2022 - 12.2023

Customer Service Representative

Unique Sweets
03.2017 - 10.2022

High School Diploma -

Premier Academy

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Shantoyria blount