Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sharon Curenton

Laurens,SC

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Technical Support and/or Customer Service position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience

Work History

Sr. Tech Support Expert

Verizon Wireless
08.2010 - 08.2023
  • 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.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Technical Support Representative

Insite Support Services
07.2003 - 10.2010
  • 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.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.

Education

No Degree - Business

Univeristy of Phoenix
Phoenix, AZ

High School Diploma -

Newberry High School
Newberry, SC
06.1984

Skills

  • Verbal Communication
  • Organization
  • Good Telephone Etiquette
  • Decision-Making
  • Troubleshooting
  • Problem-Solving
  • Critical Thinking
  • Excellent Communication
  • Active Listening
  • Organization and Time Management
  • Attention to Detail

Timeline

Sr. Tech Support Expert

Verizon Wireless
08.2010 - 08.2023

Technical Support Representative

Insite Support Services
07.2003 - 10.2010

No Degree - Business

Univeristy of Phoenix

High School Diploma -

Newberry High School

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Sharon Curenton