TAMIKA R PERRIS
Smithfield,NC
Summary
Customer Service Representative bringing great skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Service Desk Support Coordinator
TeKsystems
07.2023 - Current
- Used Service Now ticketing system to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Triage and resolve tickets where possible
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Helped user with website navigation
- Managed high levels of call flow and responded to Novant Health Employee technical support needs.
- Identified and solved technical issues using Beyond Trust Remote Support as needed.
- Activated accounts for employees in Active Directory
- Researched and identified solutions to technical problems.
- Passionate about learning and committed to continual improvement
Client Services Analyst
Accentuate Staffing
12.2020 - 02.2023
- Received inbound email, telephone calls and tickets in trouble tracking tool (Service Now) for end user and desktop support
- Provided excellent customer service
- Provided user-friendly explanations and follow-up using telephone, emails, and/or teleconferencing
- Resolved customer problems in friendly and timely manner to ensure customer satisfaction
- Opened trouble tickets using trouble ticking tool (Service Now) and document action steps and resolutions including follow-up
- Ensured issues were fully documented within trouble ticket tool application that allowed for seamless escalation to other personnel as required
- Used professional judgment to resolve problem
- Escalated customer concerns as necessary to management, as required
- Administered and managed user access
- Served as liaison between customers and other personnel
- Provided basic support and trouble shooting
- Created and modified accounts in Active Directory
- Account unlock/lock
- Password reset
- Scheduled Onboarding Appointments with Providers/Site Administrators needing application access.
- Performed other duties as assigned
- Trained new personnel regarding company operations and policies
Call Center Representative
Manpower
10.2019 - 01.2020
- Answering inbound calls in call center environment
- Providing warm greeting and customer service to HCA participants
- Navigating through multiple systems to provide accurate information
- Authenticating participants and verifying information received
- Explaining benefits and going through Annual Enrollment process with participant
- Helping participants with website navigation
- Resetting passwords and enabling website accounts for participants
- Offering survey when appropriate
- Giving participant a summary and offering additional help before ending phone call.
Customer Service Representative
Adecco
07.2019 - 10.2019
- Providing warm greeting and customer service to Aetna members
- Verifying member information at the beginning of each call
- Explaining benefits to members
- Offering survey at the end of each call
- Being a part of conference calls with members and providers
- Transferring calls to appropriate department.
Daycare Provider
Lakeysha Moody
01.2015 - 06.2018
- Arrived at mother's home daily before her work schedule
- Got children on and off bus
- Prepared light meals
- Helped children with dressing and brushing their teeth
- Assisted with homework assignments
- Redirected children's behavior in a positive manner.
- Maintained safe play environment by emphasizing and maintaining cleanliness and organization.
Foster Parent
Johnston County Social Services
06.2013 - 03.2014
- Cared for medically fragile children in need of extensive support
- Met child's daily medical and physical needs
- Tube fed child every 3 hours using feeding machine
- Attended all Dr.'s appointments with child
- Met with social worker in home 1-2 times per week
- Helped reunify birth families through coordinated visitation strategies
Education
NC Fast Certification - Vocational-Technical Education
Johnston Community College
Smithfield, NC06.2020
High School Diploma -
Clayton High School
Clayton, NC06.1994
Skills
- Problem solving
- Critical Thinking
- Interaction with customers
- Great with explaining information
- Data Entry and Maintenance
- Upbeat and Positive Personality
Timeline
Service Desk Support Coordinator
TeKsystems
07.2023 - Current
Client Services Analyst
Accentuate Staffing
12.2020 - 02.2023
Call Center Representative
Manpower
10.2019 - 01.2020
Customer Service Representative
Adecco
07.2019 - 10.2019
Daycare Provider
Lakeysha Moody
01.2015 - 06.2018
Foster Parent
Johnston County Social Services
06.2013 - 03.2014
NC Fast Certification - Vocational-Technical Education
Johnston Community College
High School Diploma -
Clayton High School
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