LaQuavia Baitey
Decatur,GA
Summary
Focused Help Desk Analyst with experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
6
6
years of professional experience
Work History
Help Desk Analyst
Year Up
02.2023 - Current
- Used ticketing systems to manage and process 30 support actions and requests.
- Documented support interactions for future reference.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed high levels of 40 calls flow and responded to technical support needs per day.
- Logged 30 plus support tickets and closed when issues were resolved.
- Compiled and accurately entered data for each customer encounter to record in system.
Ross Stockroom Lead
Ross Department Store
10.2022 - 02.2023
- Received incoming merchandise and stored in correct stock locations.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
- Maintained orderly stockroom for ease of retrieval.
- Updated pricing by changing labels and signage for short-term promotions and final clearances.
Customer Service Representative
ARC Management Group
09.2018 - 08.2019
- Answered 50 customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Education
Certificate - Tech Support
Atlanta Technical College
Atlanta, GA01.2024
No Degree - Early Childhood Education
Georgia State University
Atlanta, GA05.2016
High School Diploma -
Southwest Dekalb High School
Decatur, GA06.2013
Skills
- Team Work
- Ability to work under pressure
- Communication
- Perseverance and motivation
- Database management
- Cash management experience
- Proper phone etiquette
- Active listening
- Client satisfaction
- Records management
- Compassionate client care
- Multitasking
- Service desk support
- Basic IT skills
- Microsoft Skills
Timeline
Help Desk Analyst
Year Up
02.2023 - Current
Ross Stockroom Lead
Ross Department Store
10.2022 - 02.2023
Customer Service Representative
ARC Management Group
09.2018 - 08.2019
Certificate - Tech Support
Atlanta Technical College
No Degree - Early Childhood Education
Georgia State University
High School Diploma -
Southwest Dekalb High School
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