Summary
Overview
Work History
Education
Skills
Timeline
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Taqiyya Trammell

IL

Summary

Dedicated and results-driven professional with over 10 years of experience in customer service. Expertise in providing exceptional customer support, and managing operations in fast-paced environments. Proven ability to quickly learn and apply new skills, mentor teams, and maintain high productivity standards. Proficient in Zendesk, with a track record of improving customer satisfaction and retention. Recently impacted by company-wide layoffs at PayPal, now seeking new opportunities to contribute my skills to a dynamic, client-facing role within a startup or technical environment.

Overview

11
11
years of professional experience

Work History

Technical Support Specialist

PayPal/ Venmo
09.2019 - 05.2024


  • Provided multi-channel customer support via email, chat, and phone using Zendesk and Five9.
  • Handled sensitive user data with discretion, adhering to both company policies and federal guidelines.
  • Proactively identified and addressed client concerns, reducing churn and increasing customer retention.
  • Mentored peers, Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.

IOS tier 1/ Mac

Apple
11.2015 - 09.2019
  • Maintained a customer resolution rate of 95%
  • Uphold quality control policies and procedures to increase customer satisfaction
  • Mentored new Mac Advisors, sharing expertise and insights to facilitate their onboarding and professional growth.
  • Actively contributed ideas during brainstorming sessions aimed at optimizing workflows within the Tier 1 Advisor team.

Customer Service Representative

Verizon Wireless
08.2013 - 11.2015
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Generated daily workload reports and trained team members to ensure consistent performance.

Education

Licensed esthetician -

Gbeauty institute
10.2021

Certified massage therapist -

Illinois school of health Careers
02.2007

High School Diploma -

Currie High School
Chicago, IL
06-2006

Skills

  • Issue and complaint resolution
  • Call center and remote work
  • Payroll specialist, Data Entry
  • Client & Project Management
  • Customer & Technical Support (Zendesk)
  • Microsoft Word, Excel, and Teams
  • Report Generation & Analysis
  • Mentorship & Team Coordination
  • Strong Problem-Solving Abilities
  • Fast Learner & Adaptable

Timeline

Technical Support Specialist

PayPal/ Venmo
09.2019 - 05.2024

IOS tier 1/ Mac

Apple
11.2015 - 09.2019

Customer Service Representative

Verizon Wireless
08.2013 - 11.2015

Certified massage therapist -

Illinois school of health Careers

Licensed esthetician -

Gbeauty institute

High School Diploma -

Currie High School

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Taqiyya Trammell