Tangy Cobb-Williams
Sr. Technical Advisor
McDonough,GA
Summary
Technical support/customer service/ customer relation professional offering 19+ years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as surpassing company expectations. Able to focus on projects, develop strategies, and meet or exceed deadlines.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
World Wide Sr. Technical Support Accessibility Advisor, Home Advisor
Apple Inc
09.2012 - Current
- Providing award winning senior level technical support to customers with vision, hearing, and cognitive disabilities
- The areas of technical support include resolving and addressing issues with all Apple products and account security while multitasking across several applications
- Interacting and following up with Apple's software engineers on newly reported software and hardware issues that are being researched by Apple
- Providing exceptional support to Tier 1 advisors who are consulting for guidance or needing to escalate a difficult case
- Providing additional support in Mac support, iOS support, and account security periods during launch periods
Billing Analyst
Verizon Wireless
Alpharetta, Georgia
08.2011 - 09.2012
- Responsible for resolving complex billing issues and proposing products and services based on their existing account
- Responsible for de-escalating hostile or antagonistic callers with end results of negotiating a mutual agreeable solution that are in line with the company's objectives
Account Manager
Royal Bank of Scotland
Alpharetta, Georgia
07.2005 - 07.2011
- Responsibilities include but are not limited to providing ongoing support to point of sale merchants in regards to account set-up, billing, chargebacks, underwriting issues, settlement discrepancies, and concerns regarding processing history on the account
- Responsibilities also included promptly answering inbound calls, making timely follow up calls, replying to email, and web inquiries
- Provided support to field representatives with retention, rate reviews, and processing all merchant financial information
- Provided assistance with reconciling financial records as well as making decisions on approving and denying adjustments and credits to accounts.
Education
Bachelor of Arts - Human Resources
Georgia College And State University
Lithonia, GA 01.2021 - Current
A.S - Human Resources
Georgia
Associate of Arts -
Strayer University
Washington, DC 01.2020 - 01.2022
Skills
Technical issues analysis
Negotiation
Customer service expert
Technical documents comprehension
Staff education and training
Application support
Mac systems
Data Entry
Problem-Solving
Multitasking Abilities
Critical Thinking
Affiliations
- Society of Human Resource Management
- Alpha Sigma Lamda Honor Society
Timeline
Bachelor of Arts - Human Resources
Georgia College And State University
01.2021 - Current
Associate of Arts -
Strayer University
01.2020 - 01.2022
World Wide Sr. Technical Support Accessibility Advisor, Home Advisor
Apple Inc
09.2012 - Current
Billing Analyst
Verizon Wireless
08.2011 - 09.2012
Account Manager
Royal Bank of Scotland
07.2005 - 07.2011
A.S - Human Resources
Georgia