Expert in technical and customer support with more than ten years' experience. Strong organizational skills and a strong passion for technical and customer service jobs make me the ideal candidate for entry-level technical and customer service positions. Expert at giving clients easy-to-understand guidance and actionable advice. In addition to technical support procedures, I have extensive knowledge of operating systems and network protocols. Experienced in identifying, resolving, and analyzing complex technical problems. Contributes positively to all customer interactions and engineering efforts. Expert at resolving problems quickly and effectively.
Hi, I’m
Tiara White
Oviedo,United States
Summary
Overview
12
years of professional experience
Work History
InSource Services Group / Nectar LearningWork From Home, Remote
Lead Quality Assurance Specialist
06.2022 - 12.2023
Job overview
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training for 3 agents on improved processes and assisted with creation and maintenance of quality training.
- Analyzed quality and performance data to support operational decision-making.
- Fixed identified issues to increase productivity and boost workflows.
- Used Google Sheets to create presentations, flowcharts and graphs detailing data analysis results.
- Participated in departmental meetings to establish short- and long-term strategy.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Implemented process improvements to increase productivity in quality assurance operations.
InSource Services Group / Nectar LearningWork From Home, Remote
Transcript Evaluator
02.2021 - 06.2022
Job overview
- Process and evaluate incoming college transcripts and other forms of college credit.
- Research and review course descriptions to determine transfer of credit eligibility.
- Verified accuracy of evaluated transcripts based on university transfer credit policy.
- Accurately enter transfer credits and equivalencies into the student information system. Used Microsoft Office Suite software.
- Using TES (College Source’s Transfer Evaluation System) to interpret and compare varying degrees of course information via university catalogs.
- Communicate, collaborate, and maintain relationships with internal and external constituents.
- Used Banner ERP System software to input user's grades and accurate courses.
- Prepare reports on transfer credit evaluation activity.
- Maintain confidentiality of work-related information and materials.
- Comply with all published university rules, procedures, guidelines, and laws/ regulations relating to FERPA and confidentiality of information.
InSource Services GroupWork From Home, Remote
Technical Support Representative
03.2020 - 12.2020
Job overview
- Handling about 5-6 chats an hour, Days & Overnights (as needed).
- Creating tickets and emails using SalesForce.
- Redirected customers to FAQ support site as needed.
- Supporting software for Knewton Alta & Wiley eBooks.
- Using Salesforce, Omni Channel, Excel, Microsoft Suite, Microsoft Teams, Intercom and Five9.
- Assisted with course and assignment setup.
- Helping instructors and college students with troubleshooting LMS & non-LMS. Also, Troubleshooting Lockdown Browser issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Created user accounts and assigned permissions
- Used ticketing systems to manage and process support actions and requests
- Translated complex technical issues into digestible language for non-technical users
24 DATA, IncWork From Home, Remote
Live Chat Agent
07.2018 - 03.2020
Job overview
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Handled inbound customer chat conversations from various websites.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Answered over 4-8 chat communications per hour via web chat.
- Used Word & Excel to create spreadsheets and collect data.
- Responded to customer inquiries and provided accurate information about products and services via live chat
CenturyLinkWork From Home, Remote
Technical Support Representative
11.2017 - 05.2018
Job overview
- 10-hour shift, handling 15-35 calls.
- Technical support assistance for Internet Service Provider.
- Troubleshooting wireless connection and setup, internet connections, DSL modem, phone service.
- Helped customers with email setup and troubleshooting.
- Troubleshooting slow internet speeds connectivity issues and malware.
- Creating tickets for dispatch and help desk reports.
- Retained existing clients and developed several new accounts by extending high quality and efficient support service.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Geek Squad, ChatWork From Home, Remote
Technical Specialist Live
11.2014 - 09.2017
Job overview
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Acted professionally and patiently when addressing negative customer feedback.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Handled between 4-5 chats per hour, helping clients with their technology. Remote into desktops, laptops, and tablets for troubleshooting issues, run virus, uninstalling /reinstalling software and malware scans.
- Used tools: Kaspersky, Webroot, LogMeIn/Rescue. Skype and MBAM.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Configured hardware, devices, and software to set up work stations for employees.
- Used Workbench ticketing systems to manage and process support actions and requests.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed system updates to address vulnerabilities and reduce security issues.
- Passionate about learning and committed to continual improvement
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
TelenetworkWork From Home , Remote
Technical Support Representative
01.2012 - 07.2015
Job overview
- Managed high levels of call flow and responded to 30-100 calls per shift.
- Maintained composure & patience in face of difficult customer situations. De-escalating irate callers.
- Upsell new/additional products to meet customer's needs.
- Troubleshooting DSL Internet Connection / TCP/IP & more. Along with email setup via Outlook.
- Maintain accurate records to track customer history & report recurring problems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Keiser UniversityOnline
Associate of Arts from Information Systems, Information Technology
02.2011
University Overview
- Awarded Associate's Degree in Information Technology - Systems
Skills
- Self-Motivated
- Complaint resolution
- Multitasking Abilities
- Critical Thinking
- Troubleshooting and Assistance
- Software Diagnosis
- Customer Service Expertise
- Windows OS / MAC OS
- User Experience
- Customer Communication and Empathy
- Friendly and Patient
- Microsoft Windows and Office
- Well-Organized
- Written And Verbal Communication
- Time Management
- Problem-Solving Abilities
Timeline
Lead Quality Assurance Specialist
InSource Services Group / Nectar Learning
06.2022 - 12.2023
Transcript Evaluator
InSource Services Group / Nectar Learning
02.2021 - 06.2022
Technical Support Representative
InSource Services Group
03.2020 - 12.2020
Live Chat Agent
24 DATA, Inc
07.2018 - 03.2020
Technical Support Representative
CenturyLink
11.2017 - 05.2018
Technical Specialist Live
Geek Squad, Chat
11.2014 - 09.2017
Technical Support Representative
Telenetwork
01.2012 - 07.2015
Keiser University
Associate of Arts from Information Systems, Information Technology
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
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