TEQUILA WHITTAKER
GA
Summary
Entry-level IT analytical support professional with a strong background in troubleshooting, user support, and top-tier customer excellence. Demonstrated ability to swiftly identify issues and deliver timely resolutions, ensuring seamless operations and client satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Alight Solutions
07.2024 - Current
- Efficiently manage high-volume calls, resolving customers leaves solutions relating to benefits.
- Initiating leave of absence claims.
- Educate employees on healthcare benefits, ensuring clear understanding and satisfaction.
- Address complex leave issues with empathy, enhancing client relationships and satisfaction.
- Drive client satisfaction through comprehensive benefit education and self service options.
- Month over month meeting and exceeding metrics and top performer.
Tier 2 Technical Support Representative
SP DATA DIGITAL
12.2023 - 05.2024
- Answered high volume incoming calls from ADT customers about hardware and software technical issues.
- Engaging with customers remotely to understand their technical needs.
- Remotely assisted ADT and Google customers with installing alarm panels and camera equipment.
- Offering clear, step-by-step guidance to customers to resolve common issues.
- Escalating complex or unresolved issues to Tier 3 support when necessary.
- Accurately logging customer interactions and issue resolutions in a ticketing system
- Using systems to dispatch a field technician if necessary.
Customer Tech Support Advocate II
Verizon Wireless
01.2011 - 05.2018
- Resolving complex customer account issues.
- Troubleshoot device-related technical issues.
- Handled escalations.
- Assisted with account changes, managed billing information, and handled payments.
- Upsold products and services.
- Assessed technical complexity of tickets to escalate to Tier 2 team.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Education
Associate of Applied Science - Cybersecurity
Gwinnett Technical College
Lawrenceville, Ga05-2024
Skills
- Knowledge of Active Directory
- MS, Outlook
- Knowledge in SLA's
- Technical Troubleshooting
- Customer Support
- Problem resolution
Certification
- COMPTIA SECURITY+, 2025
Timeline
Customer Care Representative
Alight Solutions
07.2024 - Current
Tier 2 Technical Support Representative
SP DATA DIGITAL
12.2023 - 05.2024
Customer Tech Support Advocate II
Verizon Wireless
01.2011 - 05.2018
Associate of Applied Science - Cybersecurity
Gwinnett Technical College
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