THERESA L WILLIAMS
Huntsville,Alabama
Summary
Assisted end-users in resolving hardware and software issues in both remote and desk-side settings. Collaborated effectively with team members to maintain a proactive and organized work environment. Addressed a variety of technical problems to restore system functionality promptly.
Overview
30
30
years of professional experience
Work History
Lead Technical Support Specialist
Verizon Wireless
New Jersey
07.2007 - 09.2023
- Facilitated customer communication regarding issue resolution status and provided regular updates on estimated resolution times.
- Resolved customer data connectivity issues through effective troubleshooting and hardware rebooting.
- Facilitated software and hardware troubleshooting for end-users to identify and resolve system issues.
- Negotiated with vendors to secure replacement hardware and software solutions.
- Collaborated with support team to resolve urgent technical issues for clients.
- Communicated technology-related concepts clearly to diverse audiences across various job roles.
- Optimized technical support procedures by documenting repair processes for future reference.
- Assisted users through telephone consultations to identify issues. Reviewed testing scripts and asked targeted questions to uncover root causes.
- Guided customers and users on essential maintenance practices for software systems to ensure OEM warranty compliance.
Assistant Manager
Dollar General
Huntsville, AL
05.2004 - 08.2007
- Collaborated with team members to enhance project efficiency and streamline workflows.
- Directed a team of 5-10 employees, delivering performance feedback to enhance team productivity.
- Oversaw office administration and payroll functions to ensure operational efficiency.
- Monitored inventory counts to maintain compliance with monthly tolerance levels.
- Monitored cash receipts and deposits to enhance accuracy and minimize discrepancies.
- Facilitated weekly staff meetings to motivate employees, address concerns, and plan improvements.
- Compiled technical reports and maintained office filing, inventory, mailing, and database systems.
- Cultivated and sustained professional relationships with suppliers and customers.
- Oversaw daily operational management and execution.
- Oversaw customer service operations, addressing complaints, managing stock levels, and responding to customer inquiries.
- Facilitated resolution of internal and external conflicts to enhance team dynamics.
- Leveraged customer feedback to enhance operational processes and align with long-term business objectives.
Assistant Manager
Thrasher Oil Company
Huntsville, Alabama
05.1993 - 09.1998
- Collaborated with team members to enhance project efficiency and streamline workflows.
- Oversaw office administration and payroll management processes.
- Monitored inventory counts to maintain compliance with monthly tolerance levels.
- Monitored cash receipts and deposits to enhance accuracy and minimize discrepancies.
- Facilitated weekly staff meetings to motivate employees, address concerns, and plan improvements.
- Compiled technical reports and maintained office filing, inventory, mailing, and database systems.
- Monitored daily transactions and generated invoices and reports for management review.
- Guided team members in executing effective operational and sales strategies.
- Cultivated and sustained professional relationships with suppliers and customers.
- Oversaw daily operations to ensure efficient workflow and productivity.
- Oversaw employee scheduling, aligning individual requests with organizational requirements.
- Oversaw customer service operations, addressing complaints, managing stock levels, and responding to customer inquiries.
- Facilitated customer product location through effective communication and support.
- Facilitated job interviews and conducted employee performance evaluations, providing constructive feedback and recognizing high achievers.
- Achieved recognition from senior management for contributions to store success through effective management of sales personnel and operational processes.
Education
High School Diploma - Business Administration And Management
Alabama A&M University
Huntsville, ALSkills
- Operational improvement
- Troubleshooting proficiency
- Application installations
- Communications
- Planning and coordination
- Call center experience
- Inventory management
- Exceptional telephone etiquette
- Customer service
- Team management
- Supervision
- Technical troubleshooting
- Problem resolution
Timeline
Lead Technical Support Specialist
Verizon Wireless
07.2007 - 09.2023
Assistant Manager
Dollar General
05.2004 - 08.2007
Assistant Manager
Thrasher Oil Company
05.1993 - 09.1998
High School Diploma - Business Administration And Management
Alabama A&M University