Summary
Overview
Work History
Education
Skills
Timeline
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Starkisha Herrod

Chicago,Illinois

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

17
17
years of professional experience

Work History

Tier 2 Technical Support Representative

Verizon Wireless
11.2019 - 10.2024
  • Enhanced customer satisfaction by efficiently resolving complex technical issues.
  • Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
  • Boosted team performance by sharing technical knowledge and providing mentorship to junior technicians.
  • Reduced call handling time by developing a comprehensive database of common troubleshooting steps.

Personal Banker

BMO Harris Bank
10.2017 - 11.2019
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
  • Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
  • Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.

Escalation Specialist

Best Buy
09.2014 - 06.2017
  • Created BOL's
  • Scheduled inbound and outbound LTL shipments via Fed Ex and UPS freight
  • Provided accurate and appropriate information in response to customers inquiries.
  • Developed effective relationships with all call center departments through clear communications.
  • Trained staff on how to improve interactions.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
  • Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.


Customer Service Representative

US Cellular Wireless
08.2007 - 01.2016
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.

Education

No Degree - Medical Administrative Assistant

Olympia College
Burr Ridge, IL
06.2004

High School Diploma -

Joliet West High School
Joliet, IL
06.2003

Skills

  • Network configuration
  • Remote Support
  • Security Protocols
  • Incident Management
  • System Administration
  • Virtualization Technologies
  • Software Installation
  • Application support
  • Customer Support
  • Remote Technical Support
  • Call Management
  • Service Schedule Coordination
  • Help Desk Support

Timeline

Tier 2 Technical Support Representative

Verizon Wireless
11.2019 - 10.2024

Personal Banker

BMO Harris Bank
10.2017 - 11.2019

Escalation Specialist

Best Buy
09.2014 - 06.2017

Customer Service Representative

US Cellular Wireless
08.2007 - 01.2016

No Degree - Medical Administrative Assistant

Olympia College

High School Diploma -

Joliet West High School

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Starkisha Herrod