STARCIA SMALLWOOD
AI NeuroSec
Washington,DC
3
years of professional experience
Customer Service Specialist with 2+ years of experience managing high-volume inbound and outbound calls, resolving client inquiries, processing rapid data entry, and supporting technical service workflows. Experienced with ServiceNow, Salesforce, Microsoft 365, and database systems. Strong communicator and problem solver with a proven record of accurate documentation, efficient issue resolution, and 95%+ client satisfaction.
Work History
Technical Support / Customer Service Specialist
1 Year 8 Months- Handled 40+ inbound and outbound customer interactions daily while providing professional, customer-focused support.
- Processed high-volume technical service and work-order requests and diagnosed hardware and software configuration issues.
- Updated automated tracking systems and standardized hardware records, maintaining a 95% first-contact resolution rate.
- Supported Microsoft Office users with account and configuration issues while maintaining accurate service records.
IT Support Specialist
11 Months- Delivered end-user and application support by telephone and digital channels across educational agencies.
- Managed 150+ monthly service requests through ServiceNow, accurately entering, tracking, and documenting request data.
- Coordinated with onsite teams to escalate complex issues, helping reduce operational downtime by 15%.
- Prepared system updates and professional correspondence using Microsoft Office applications.
Customer Service Representative / IT Tech
5 Months- Provided phone-based customer and technical support, managing 30+ user interactions daily using AWS and Salesforce.
- Investigated access issues, processed secure credential resets, and accurately entered customer information.
- Guided non-technical users through troubleshooting steps using clear, easy-to-understand instructions.
- Maintained electronic event logs and tracking records in accordance with quality and performance standards.
Education
IT Help Desk Training Program
Skills
Customer Service: Inbound & Outbound Calls
Customer Communication
Multi-Channel Support
Incident Escalation
Relationship Building
Systems & Tools: ServiceNow
Salesforce CRM
Microsoft 365
Google Workspace
Data Entry
Database Tracking
Work-Order Routing
Technical Support: Troubleshooting
Diagnostics
Incident Lifecycle Management
Workflow Coordination
Technical Documentation
Timeline
Technical Support / Customer Service Specialist
AI NeuroSec
05.2024 - 01.2026Read More
IT Support Specialist
Midtown IT Support
04.2023 - 03.2024Read More
Customer Service Representative / IT Tech
CRP Incorporated
08.2022 - 01.2023Read More
Byte Back Technology
IT Help Desk Training Program
Read More