Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tianna Rule-Daghaghleh

El Paso,Texas

Summary

Dynamic Technical Support Agent with a proven track record at Greenshades Software, excelling in remote support and issue troubleshooting. Recognized for enhancing customer satisfaction through active listening and analytical thinking, effectively resolving complex technical issues while maintaining meticulous documentation. Committed to delivering exceptional service and fostering seamless user experiences.

Overview

6
6
years of professional experience

Work History

Technical Support Agent

Greenshades Software
08.2024 - Current
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
  • Managed high call volume efficiently, addressing customer concerns promptly and professionally.
  • Investigate and resolve client account issues with a focus on accuracy and compliance.
  • Maintain detailed documentation of interactions to enhance operational workflows.
  • Collaborate with cross-functional teams to address complex concerns and ensure seamless user experiences.
  • Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
  • Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.

Customer Service Chat Billing Agent

Charter Communications, Time Warner Cable
10.2022 - 07.2024
  • Achieved a high level of accuracy in invoice preparation through meticulous attention to detail and careful data entry.
  • Handled sensitive client information discreetly, adhering to strict confidentiality protocols at all times.
  • Collaborated with account managers to ensure accurate invoicing for complex contracts and special projects.
  • Facilitated smooth interdepartmental collaboration through regular communication about ongoing projects or concerns regarding invoicing/billing issues.
  • Dealt with problems with calm and professionalism to deliver optimal resolutions.
  • Researched and resolved billing inquiries, identifying trends and recommending process improvements.
  • Managed confidential customer information, ensuring strict adherence to data protection policies.
  • Utilized multiple systems to track account history and update customer records.

Customer Care Coordinator

Continuum Global Solutions
09.2021 - 08.2022
  • Took ownership of customers issues to follow problems through to resolution.
  • Assisted call-in customers with questions and orders.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Reduced customer complaints by proactively identifying potential issues and implementing solutions.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Logged call information and solutions provided into internal database.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.

Program Coordinator

Texas Tech University Health Sciences Center of El
09.2019 - 09.2021
  • Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
  • Established strategic partnerships with external organizations, expanding program reach and impact.
  • Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
  • Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
  • Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
  • Managed healthcare program logistics, ensuring compliance with institutional policies.
  • Conducted data analysis to improve operational efficiency and reporting accuracy.
  • Coordinated with multidisciplinary teams to support program initiatives and optimize workflows.

Education

Master Of Business Administration - Industrial And Organizational Psychology

Bellevue University
Bellevue, NE

Bachelor - Biology

Sul Ross State University
Alpine, TX
05.2018

Skills

  • Remote support
  • Ticket management
  • Software installation
  • Network configuration
  • Customer service
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Desktop support
  • Product troubleshooting
  • Technical issues analysis
  • Product knowledge
  • Service support
  • Issue troubleshooting
  • Technical troubleshooting
  • Analytical thinking
  • Customer service expert
  • Team collaboration
  • Organizational skills
  • Excellent communication
  • Reliability
  • Multitasking Abilities
  • Microsoft windows and office
  • Problem-solving abilities
  • Attention to detail
  • Time management
  • Problem-solving
  • Teamwork and collaboration
  • Support case resolution
  • Call recordkeeping
  • Issue escalation
  • Technical support
  • Account management
  • Call center operations
  • Application installations

Timeline

Technical Support Agent

Greenshades Software
08.2024 - Current

Customer Service Chat Billing Agent

Charter Communications, Time Warner Cable
10.2022 - 07.2024

Customer Care Coordinator

Continuum Global Solutions
09.2021 - 08.2022

Program Coordinator

Texas Tech University Health Sciences Center of El
09.2019 - 09.2021

Master Of Business Administration - Industrial And Organizational Psychology

Bellevue University

Bachelor - Biology

Sul Ross State University

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Tianna Rule-Daghaghleh