Taniqua White
Roselle,IL
Summary
Responsible Data Specialist bringing abundant experience from varying data entry settings. Well-coordinated and detail-oriented in addressing and resolving system issues to complete assignments. Decisive and analytical problem-solver. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
SPC Verizon Wireless
SPC Ramp Support
Rolling Meadows, IL
04.2022 - Current
- Resolved issues efficiently and enhanced customer satisfaction ratings.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Assessed client needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Identified, analyzed and interpreted trends or patterns in complex data sets by finding correlations and visualizing with charts.
- Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
- Investigated and resolved customer inquiries and complaints quickly.
Senior Technical Support Representative
Verizon Wireless
Rolling Meadows, IL
11.2018 - Current
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up customers cell phones.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Analyzed code to assist support team in finding solutions and workarounds to problems.
- Received inbound phone chats transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
CRT Chat Technical Support
Verizon Wireless
Rolling Meadows, IL
04.2017 - 11.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and home internet.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
Customer Service Specialist
Apple
Chicago, IL
04.2017 - 07.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Support Coach
Verizon Wireless
Rolling Meadows, IL
03.2017 - 05.2017
- Trained and mentored 13 new personnel hired to fulfill various roles.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Monitored day-to-day activities of wireless company and employees, noting areas needing improvement and implementing plans for rectification.
- Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
Customer Service Representative
Verizon Wireless
Little Rock, AR
09.2013 - 05.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Provided information regarding charge accounts and loyalty programs.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
BBA - Business Management
Strayer University
Washington, DC06.2022
Skills
- Service Requests
- Writing Reports
- Installation and Configuration
- Communications Expertise
- Data Integrity
- Team Meetings
- Troubleshooting and Modifications
- Wireless Telecommunications
Timeline
SPC Verizon Wireless
SPC Ramp Support
04.2022 - Current
Senior Technical Support Representative
Verizon Wireless
11.2018 - Current
CRT Chat Technical Support
Verizon Wireless
04.2017 - 11.2018
Customer Service Specialist
Apple
04.2017 - 07.2018
Support Coach
Verizon Wireless
03.2017 - 05.2017
Customer Service Representative
Verizon Wireless
09.2013 - 05.2017
BBA - Business Management
Strayer University
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