ShaRonda Lee
Shreveport,Louisiana
Summary
Experienced in call center operations, I am motivated to advance my career in a dynamic and fast-paced environment. Thriving under pressure, I remain composed in challenging situations and excel in communication. My main objective is to provide excellent customer support, ensuring satisfaction and fostering positive relationships. Eager to contribute expertise and enhance success of a forward-thinking organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Desk Technician II - Department of Navy
General Dynamics Information Technology
09.2016 - Current
- Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
- Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
- Documenting detailed, specific work notes regarding the interaction with the customer
- Providing case status updates to management and end-users according to service level guidelines
- Maintaining a high level of courteous customer service
- Communicating with customers at all levels of technical and non-technical skills set
- System Support Specialist- Veterans Affairs
- Provide technical support to users for computer-related technical issues
- Resolve technical problems by answering queries by telephone or self-service tickets
- Diagnose, identify, isolate, and analyze problems utilizing historical database records to achieve Service Level Agreements
- Trained in Service Now to properly note the outside customers computer hardware, software, network, system/application issues and problem-solving methods
- Utilize MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
- Customer Service Representative- U.S. Citizenship and Immigration Services Customer Support- Census
Fulfillment Center Associate
Amazon Fulfillment Center
08.2024 - 04.2025
- Operated material handling equipment to ensure efficient movement of goods within fulfillment center.
- Coordinated inventory management processes to maintain accurate stock levels and reduce discrepancies.
- Trained new associates on safety protocols and operational procedures, enhancing team efficiency and compliance.
- Implemented process improvements that streamlined order picking and packing workflows, increasing overall productivity.
Soft Count Representative
Eldorado Casino
02.2016 - 08.2016
- Responsible for verifying, strapping, and reporting the money, checks and chips from the casino table and slot machine drop
- Collaborated with co-workers efficiently to verify the accuracy of the money compared to the amount in the system
- Maintained a clean workspace
Overnight Cashier
Walmart
04.2011 - 02.2016
- Greeted customers
- Counted cash register to assure accuracy of cash amount
- Scanned items, processed payments, applied discounts, maintained cash registers and handled customers returns
- Assisted customers with any questions or concerns
- Kept a nice and clean work area and made sure items in area were stocked neatly
- Assisted with stocking store products
Education
Diploma -
Booker T. Washington High School
01.2010
Skills
Problem Solving
Microsoft Office
Support Ticket System Management
Application support
Money handling
Coaching and mentoring
Communication
Technical Documentation
IT Service Management (ITSM) Oversight
Technical issues analysis
Certification
- SECRET government clearance
- HDI certification
Awardsandacknowledgments
- 10/01/16, Gold Star Award - CSRA, "Employee gave me information and genuinely acted like she really wanted to help me!" -customer
- 02/01/17, Gold Star Award - CSRA, Customer spoke with a supervisor stating, "she made sure she gave me all the accurate information and really seemed to care".
- 05/01/17, Gold Star Award/Employee of the Month - CSRA, Received two "Gold Star Awards" for the month of May for great customer service to customers.
Timeline
Fulfillment Center Associate
Amazon Fulfillment Center
08.2024 - 04.2025
Help Desk Technician II - Department of Navy
General Dynamics Information Technology
09.2016 - Current
Soft Count Representative
Eldorado Casino
02.2016 - 08.2016
Overnight Cashier
Walmart
04.2011 - 02.2016
Diploma -
Booker T. Washington High School