Tamiko Williams
Jacksonville,United States
Summary
Driven Help Desk Support Specialist with a proven track record at ElderSource, achieving high first-contact resolution rates through expert problem-solving and network connectivity skills. Excelled in managing high call volumes and building client relationships through exceptional communication and empathy. Demonstrated commitment to data security and customer education, enhancing client loyalty and operational efficiency.
Overview
13
13
years of professional experience
Work History
Remote Help Desk Support Specialist
ElderSource
Jacksonville Fl
05.2019 - Current
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Logged activities in tracking system to maintain accurate, timely records.
Remote Customer Service Representative
Maximus
Jacksonville, Fl
11.2011 - 01.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Diploma - High School
Balboa High School
Panama 06.1993
Skills
- Network Connectivity
- Remote Support
- Software Installation
- Customer Education
- Problem-Solving
- Incoming Call Management
- Time Management
- Attention to Detail
- Excellent Communication
- Multitasking Abilities
Timeline
Remote Help Desk Support Specialist
ElderSource
05.2019 - Current
Remote Customer Service Representative
Maximus
11.2011 - 01.2019
Diploma - High School
Balboa High School