Tah-Quan Wilkes
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Publix
06.2013 - 06.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Capstone Project Team Leader
UCF
01.2023 - 11.2023
- Streamlined communication channels for better collaboration between cross-functional teams.
- Developed comprehensive project plans, ensuring timely completion of milestones and deliverables.
- Mentored junior team members, fostering professional growth and skill development.
- Established clear goals and objectives for the team, aligning with overall project vision.
- Managed risks proactively by identifying potential issues early in the project lifecycle.
- Fostered a positive work environment, promoting teamwork and open communication among colleagues.
- Enhanced team performance by implementing effective project management methodologies and techniques.
Inbound Call Center Representative
Back To College
06.2013 - 12.2017
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Streamlined call center operations by implementing efficient processes and procedures.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Collaborated with colleagues to share best practices and improve overall team performance.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Server
Outback Steakhouse
03.2019 - 07.2022
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
Education
Cyber Security Certificate - 400 Hours Completed
University of Central Florida
Orlando, FL11.2023
Skills
- Networking - knowledge of networking protocols, hardware, and software, as well as the ability to configure and optimize network infrastructure for performance, security, and reliability
- VPN Configurations - setting up virtual private network connections to secure and encrypt data transmitted over public networks
- Active Directory - proficient in managing, configuring, and maintaining Microsoft's directory service infrastructure
- General PC Workstations - proficient in setting up, configuring, troubleshooting, and maintaining individual computers within a networked environment
- Microsoft 365 - proficient in utilizing the suite of productivity and collaboration tools offered by Microsoft, including applications such as Word, Excel, PowerPoint, Outlook, Teams, and OneDrive, among others
- Microsoft Server - proficient in managing, configuring, and maintaining Microsoft Windows Server operating systems within an organizational network environment
- Software Updates - the ability to effectively manage the process of updating software applications and systems to ensure they remain secure, functional, and up-to-date with the latest features and improvements
- Issue Resolution - the ability to identify, analyze, and effectively resolve problems or challenges that arise within a given context, such as a technical environment, interpersonal conflict, or project management scenario
Certification
CompTIA Security+ Certification, 01/31/2024
Studying for Net+ and CCNA
Timeline
Capstone Project Team Leader
UCF
01.2023 - 11.2023
Server
Outback Steakhouse
03.2019 - 07.2022
Customer Service Representative
Publix
06.2013 - 06.2018
Inbound Call Center Representative
Back To College
06.2013 - 12.2017
Cyber Security Certificate - 400 Hours Completed
University of Central Florida
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