Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shemeka Glover

Greenwood,Ms

Summary

Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Apple
12.2019 - 04.2025
  • Resolved any issues and concerns customers had in a friendly, personalized and polite fashion
  • Assisted with training of new customer service reps
  • Record details of calls
  • Maintained thorough knowledge of product and technical information, increasing customer satisfaction
  • Assist clients with understanding their device
  • Handled customer inquiries, answered questions, and resolved problems in a timely manner
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Technical Support

ATT Uverse
01.2016 - 10.2019
  • Helped customers with internet, phone and computer related issues, providing support to thousands of customers
  • Continually offered new technological solutions to improve company operations, increasing sales by 25%
  • Responded to questions and concerns from 6 different departments
  • Worked with a customer service representative to troubleshoot a non-technical issue
  • Provided performance metrics and trend reports to management, aiding in overall operations
  • Supported the technical needs of clients on a daily basis

Education

High School Diploma -

Greenwood High School
Greenwood, MS
05.1997

Skills

  • Technical troubleshooting
  • Product troubleshooting
  • Remote support
  • Customer service expert
  • Call center operations
  • Active listening
  • Hardware diagnostics
  • Software diagnosis

Timeline

Technical Support Representative

Apple
12.2019 - 04.2025

Technical Support

ATT Uverse
01.2016 - 10.2019

High School Diploma -

Greenwood High School

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