Shenikia Parks
Atlanta,GA
Summary
Proven expertise in technical support and customer service, demonstrated at Home Depot with a track record of enhancing user experience through effective troubleshooting and remote support. Skilled in call center operations and adept at turning challenging situations into positive outcomes, significantly boosting first-call resolution rates. Showcases strong problem-solving abilities and exceptional communication skills.
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Home Depot
Cobb, GA
11.2022 - 11.2024
- 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.
- Used ticketing systems to manage and process support actions and requests.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Customer Service Representative
Hire Dynamics
Atlanta Ga
05.2021 - 11.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technology Customer Support
Walmart
Atlanta Ga
06.2019 - 01.2020
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Managed department call volume of Number calls per day and coordinated department schedules to maximize coverage during peak hours.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
Customer Service Representative
Target
Atlanta Ga
11.2017 - 08.2018
Education
Associates - Accounting And Finance
Fortis College
Cobb, GA05.2018
Skills
- Remote support
- Technical support
- Call center operations
- Customer service expert
- Customer service
- Product troubleshooting
Timeline
Technical Support Representative
Home Depot
11.2022 - 11.2024
Customer Service Representative
Hire Dynamics
05.2021 - 11.2022
Technology Customer Support
Walmart
06.2019 - 01.2020
Customer Service Representative
Target
11.2017 - 08.2018
Associates - Accounting And Finance
Fortis College