Tatianna Lee
Springfield,MA
Summary
solid background in providing technical support and troubleshooting. Proven track record in resolving user issues efficiently and implementing effective solutions. Demonstrated expertise in customer service and technical problem-solving.
Professional technical support specialist with focus on delivering reliable solutions and exceptional customer service. Proven experience in diagnosing and resolving technical issues while maintaining high standards and achieving results. Known for collaborative teamwork and adaptability to changing needs, showcasing proficiency in software troubleshooting and network maintenance.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Mass Mutual Center
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
IT Help Desk Specialist
Bright Link Solutions
05.2022 - 03.2024
- Provided end-user system and equipment training.
- Responded to inquiries by phone, email and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Walked user through series of steps to determine problem and implement likely solution.
- delivered tier 1 technical support to customers across the united states resolving over 100+ calls and tickets daily using ServiceNow
- assist customers with password resets, multi factor authentication set up and microsoft outlook trouble shooting
Education
Cyber Security / Computer Science
WNEC
Springfield, MA05-2027
Associate of Science - Cyber Security / Computer Science
Springfield Technical Community College
Springfield, MA05-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Microsoft outlook
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Technical support
- Live chat support
- Network troubleshooting
- Operating systems
- Network support
- Network configuration
- Technical troubleshooting
Timeline
Customer Service Representative
Mass Mutual Center
02.2024 - Current
IT Help Desk Specialist
Bright Link Solutions
05.2022 - 03.2024
Cyber Security / Computer Science
WNEC
Associate of Science - Cyber Security / Computer Science
Springfield Technical Community College