Summary
Overview
Work History
Education
Skills
Timeline
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Tasha Williams

Carrollton,GA

Summary

Resourceful and results-driven professional, eager to return to the workforce after caring for a family member who suffered a stroke in April of 2023. Proven ability to recognize and navigate emotions to build strong relationships. Adept at handling high call volumes, troubleshooting complex technical issues, and exceeding performance metrics. Skilled in active listening and effective verbal and written communication. Proficient in CRM software and open to continuous learning of new technologies.

Overview

25
25
years of professional experience

Work History

Personal Caretaker

05.2023 - 05.2024
  • Assisted with activities of daily living such as prepared meals, personal hygiene tasks and incontinence
  • Managed and administered routine medications
  • Coordinated weekly in-home therapy sessions
  • Provided transportation to and from doctors' appointments with safety and efficiency.

Technical Support Advisor

Transcom
07.2020 - 05.2023
  • Educated customers, by answering 70+ calls and emails daily, on the differences and similarities of Apple products from tech specs, compatibility and features
  • Implemented Apple's troubleshooting strategies, utilizing internal knowledge base, user guides and diagnostic tools, and increased customer satisfaction by 20%
  • Mentored iOS T1 trainees during their nesting period, provided feedback on best practices and areas of improvement, resulting in accelerated skill development and improved trainee performance by 33% within the first month
  • Contributed to team success by meeting or exceeding individual performance metrics regularly and was promoted to a Tier 2 Advisor within 1 year.

Customer Support Technician

Greenway Health
03.2015 - 04.2016
  • Recorded detailed description of reported issue into Salesforce and collaborated with teammates via Chatter platform to deliver responses in a timely manner
  • Streamlined customer support processes by implementing efficient call handling techniques; minimizing site downtime significantly
  • Escalated critical issues in adherence to company policies, reducing potential impact of customer experience, resulting in a 27% decrease in resolution time.

Legal Secretary

Law Offices of Jack F. Witcher
10.1999 - 09.2010
  • Efficiently handled 100+ calls daily, relaying messages to legal staff promptly, ensuring time sensitive matters were handled immediately and increasing client retention by 27%
  • Scheduled discovery depositions for legal proceedings, coordinating availability and accommodating multiple parties' busy schedules to maintain progress and meet court deadlines
  • Managed multiple high-priority tasks simultaneously, meeting all deadlines while maintaining a high level of accuracy
  • Transcribed various pleadings, motions, and legal correspondence using a dictaphone
  • Administered typing tests to new applicants, assessing their wpm and accuracy rate; participated in the selection of top-performing individuals, resulting in a 15% increase in team productivity.

Education

Certificate – Problem Solving and Critical Thinking Skills -

Alison Learning
(online)
04.2024

Certificate - Remote Team Management -

Alison Learning
(online)
03.2024

Graduated -

Carrollton High School
Carrollton
05.1998

Skills

  • Multitasking
  • Attention to Detail
  • Patience/Empathy
  • Problem Solving
  • Data Entry
  • Technical Support
  • Customer Service
  • De-escalation
  • Team Collaboration
  • Interpersonal
  • Windows Office Suite
  • Time Management

Timeline

Personal Caretaker

05.2023 - 05.2024

Technical Support Advisor

Transcom
07.2020 - 05.2023

Customer Support Technician

Greenway Health
03.2015 - 04.2016

Legal Secretary

Law Offices of Jack F. Witcher
10.1999 - 09.2010

Certificate – Problem Solving and Critical Thinking Skills -

Alison Learning

Certificate - Remote Team Management -

Alison Learning

Graduated -

Carrollton High School

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Tasha Williams