Summary
Overview
Work History
Education
Skills
Timeline
Generic

Taquitta Tyson

Dallas,TX

Summary

Dynamic Remote Technical Support Representative with a proven track record at US Support Company, excelling in technical troubleshooting and customer service. Enhanced customer satisfaction through effective problem-solving and active listening, achieving high first-call resolution rates. Adept at managing complex technical issues while maintaining detailed documentation and fostering positive client relationships.

Overview

15
15
years of professional experience

Work History

Remote Technical Support Representative

US Support Company
02.2016 - 03.2025
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Managed high levels of call flow and responded to technical support needs.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

Appointment Setter

Certified Payment Processing
07.2010 - 07.2015
  • Set appointments with salespeople and potential customers.
  • Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
  • Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
  • Answered phone calls and answered questions from potential customers.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
  • Screened potential customers to determine interest and requirements for products and services of company.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
  • Utilized CRM system to track and manage leads, keeping appointments organized.
  • Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
  • Acted as first point of contact and set appointments for prospective clients.
  • Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.
  • Reduced appointment cancellations by consistently confirming dates and times with clients via phone calls and emails.
  • Used provided call list to sort, organize and prioritize before making outbound calls to potential customers.
  • Enhanced customer relationships through timely and professional follow-ups with prospective clients.
  • Demonstrated exceptional multitasking abilities by managing multiple calendars simultaneously while handling incoming calls from potential clients.
  • Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
  • Assisted in training new Appointment Setters on best practices for effective communication and time management strategies.
  • Addressed client inquiries and updated database information.
  • Adapted quickly to changes in company offerings or processes, ensuring seamless communication of updated information to prospective clients during outreach efforts.
  • Provided valuable feedback on marketing materials used during appointment setting efforts, leading to improved messaging clarity and resonance with target audience groups.

Education

High School Diploma -

Fair Park High School
Shreveport, LA
05-2017

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Customer service expert
  • Call center operations
  • Customer service
  • Issue troubleshooting
  • Active listening
  • Technical issues analysis
  • Service support
  • Complaint resolution
  • Technical documents comprehension
  • Mac systems
  • Data entry
  • Decision-making
  • Product knowledge

Timeline

Remote Technical Support Representative

US Support Company
02.2016 - 03.2025

Appointment Setter

Certified Payment Processing
07.2010 - 07.2015

High School Diploma -

Fair Park High School

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