Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Vanessa Ursery-Nichols

Norcross,GA

Summary

Experienced self-starting technical care professional, with newly obtained compTIA A+ and Network+ certification, with interest diving into IT career in Helpdesk Administration. Dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls, chat assistance and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Experienced with addressing and resolving technical issues with network, software and hardware components.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Technical Customer Care Representative

Maytronics US
01.2023 - Current
  • Handle high volume inbound calls from asset owners, managers, dealers etc, across the country with technical issues and/or questions pertaining to their Maytronics Dolphin robotic pool cleaner, in addition to products, services & accounts.
  • Having basic technical/electrical inclination, insight and comprehension skills simplifies investigation by being able to create a visual perspective of usage habits, concerns, electrical and movement abnormalities described by end user. Flowing to the formulation of a path of questioning; Using answers and discernment to eliminate and/or illuminate issues that may have been caused due to mishandling & improper care; to ensure protocol is being implemented and to determine the best troubleshooting sequence(s)/resolution that may resolve specified issue.
  • Being familiar with dozens of Dolphin models and their capabilities to efficiently and effectively execute the proper task, protocol and/or provide further product information.
  • Perform live walk-through; Guiding end user with clear instruction, following a step by step troubleshooting sequence; Explaining the purpose of step or test taken, expected behavior of component inspected & tested.
  • Providing available repair and replacement options if issue persists after steps have been taken.
  • Confidently locate, navigate & utilize multiple systems to locate and cross check logged errors, app usage, connectivity strength, specified ghz used for connection, asset attributes, advanced options etc; Used systems from ticketing, and production management software, windows, websites, forms etc, continuously toggling and switching between an array of tasks, for example;
  • Creating repairs, looking for repair status updates from technicians diagnostic findings; Out of stock parts needed to complete a repair. Place, process and update orders, stock availability, tracking numbers etc; Also completing tasks like;
  • Providing repair technician with a log of known issues, behaviors present, before, during and after steps have been performed; Present error codes and messages, providing insight on other possible failures and internal components to be inspected, special details, requests & information related to asset and asset owner.
  • Perform basic data entry tasks; Obtaining then confirming customer information, model type, serial number and issue for asset in question. Updating when needed.
  • Determine if needed repair can be completed by customer or should be sent in, then, identify and locate replacement parts, accessories and wearables, check stock availability, confirm active warranty, then delegate depending on situation.
  • Providing additional support by setting up repair, providing part numbers, manuals, courtesy repairs in addition to multiple video links, FAQs, DIY repair videos and websites. Including additional troubleshooting steps to refer to for common issues that could produce (for out-of-warranty assets). Purchase options from Maytronics as well as local and online dealers with product/part availability.
  • Educating customer with self-service options available and guidance on how to navigate and locate information on website.
  • Using company shipping account to creating FedEx shipping and return labels for customers when needed and scheduling pick-ups for customers that are physically incapable, confined or stationary and cannot transport the Dolphin to the shipper.
  • Provided expectation, present delays in shipping and or repair turn-around timer as well as protocol and process as it pertains to the situation.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Tier II Technical Network Support

Verizon Wireless
03.2022 - 10.2022
  • My position consists of verifying and assisting customers and business with their Verizon accounts and devices, by being present and willing to assist by allowing my customers to give me all information they feel is significant
  • Obtain and confirm device specific details such as IMEI, SIM and ESIM identifiers
  • Clarifying and conducting some light probing to make certain customer and I are on the same page and so the customer is aware that I am listening actively and feels heard
  • Ensuring to capture customer statements verbatim, while assessing and troubleshooting issues including but not limited to, network elements affecting the ability to send/receive calls, messages, voicemail and alerts
  • As well as Verizon services and products like, Verizon Cloud, My Verizon registration
  • Verizon Home Internet Services etc
  • Use Multiple tools as well as protocol to research and help investigate the issue and eliminate probable cause and elemental factors, in order to provide the best pathing to resolution pertaining to customers initial issues
  • Navigate using multiple tools like, troubleshooters, diagnostics tool, MTAS systems, DELFI and JIRA to name a few, to review multiple aspects of device or network specific information to make adjustments as needed
  • If a person is experiencing dropped calls frequently, I will run diagnostic tool to ensure certain basic elements were present and operating as they should
  • Check for any location specific alerts and outages
  • Confirm customer address to check the overall quality of service provided, check the customers plan and usage to determine if they are on the correct plan
  • Refer to call logs to determine what is happening during all calls during the time period where issue was present
  • With all of that information, I will be able to determine what the best course of action will be
  • I would first try syncing the customers device back to the network which takes knowledge of Verizon specific network element names, acronyms, functions
  • Use the information provided by customer and what I have gathered through investigation to educate customer on what is taking place and some of the steps we will take to attempt to resolve the issue
  • I would then either need to suggest a network extender, an update for device software, new SIM card, or a plan change which is dependent upon how the customer uses their devices and services
  • Paying attention to detail and multitasking is a must! Following protocol and informing customer of all disclosures as a lot of actions cannot be reversed
  • Handled a multitude of different situations and systems, process and procedure was based on call issue and the standing of customer account(s)
  • Assisted with fraudulent activity
  • Separation of lines and accounts
  • Attended to locked accounts
  • Bill adjustments
  • Device and accessory orders
  • Create and administer travel plans, country specific information and rates for customers that are traveling
  • Being multifaceted and knowledgeable
  • Some of the accomplishments I have is having the most in sales in a Tech position, I always get a10 on customer surveys, customers always complimented me and the way I interact with them, my relatability and my overall friendly disposition
  • I would get biggest props from the customers who were adamant about going to an OM or higher and I was able to deescalate these issues and irate customers are usually happier at the end of the interaction
  • This position comes with so many different types of criteria and procedure, but these are the daily basics.

iOS Technical Support Advisor

Apple (Conduent)
08.2020 - 04.2022
  • Position consisted of handling high volume calls, from Apple customers experiencing technical issues with all Apple devices & services, etc.
  • Upholding Apples reputation in regards to security, by verifying three pieces of personal information before moving forward.
  • Collect all pertinent details, like IMEI, Apple ID etc, pertaining to specific device and issue.
  • Utilized multiple systems to populate troubleshooting steps needed for device in question.
  • Walked customers through troubleshooting steps over the line and often through a system service that allows support to gain remote access into customers devices with permission from customer.
  • Assisted with device activation and set up.
  • Issues with Face time and
  • Password and pass code issues and retrieval.
  • Created repairs for damaged items
  • Scheduled Genius Bar appointments
  • Entering customer data verbatim while confirming, the correct product and issue
  • Record everything Customer states in notes and record all steps taken as well as the outcome
  • Assisted with all Apple products and services, including MAC products as well
  • Corrected, modified and upgraded software to improve performance etc.
  • MAC and IOS trained Customer satisfaction associate whose percentage is satisfactory
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Customer surveys state that customers are typically satisfied with assistance and love my personality
  • Position required research and troubleshooting with sometimes time consuming steps
  • Provided customer with all necessary information and next steps

Customer Service Representative/Call Center

Underpriced Furniture
08.2019 - 10.2019
  • Answering customer phone calls
  • Effectively handling all customer service issues
  • Maintain a positive attitude and pleasant nature with all customers
  • Work well in a fast-paced environment & communicate effectively with others
  • Perform tasks at hand in an efficient, smart, and productive manner
  • Be computer friendly
  • Place parts orders for customers
  • Maintain a clean and safe work environment
  • Scheduling routes for our service technicians
  • There were also opening and closing duties that are to be performed each shift
  • Duties included emptying all trash bins, making copies of customer inquiries, filling staple guns and clearing break room of debris.

Customer Service Representative

Spectrum Services
03.2019 - 07.2019
  • Scale customer support role
  • My position consisted of answering inbound and outbound calls, Following scripts and the rules as they apply to the campaign being worked on
  • Campaigns ranged from auto care, ticket sales, gas & electricity enrollment providers to travel agencies
  • Gather data to measure customer satisfaction with services provided
  • Document all customer issues and complaints without falsification
  • Documenting customer response verbatim
  • Once I have completed all questions, I then choose the disposition based on the information provided by customer
  • Communicate all flags and mistakes with our supervisors and seniors via Slack for all team communication.

Remote Services Technician

Support.com
11.2018 - 01.2019
  • Assisting customers on the behalf of Comcast.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Inspected equipment to diagnose operational issues.
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Provided technical support and maintenance services for range of computer hardware and software.
  • Installed, configured and upgraded computer systems and peripherals to perform better and minimize security threats.

Fraud Analyst Customer Service Representative

Ingo Money
11.2017 - 07.2018
  • Respond to inquires through multiple avenues of communication such as, live chats and emails from customers
  • Approve, deny or request more information for customers looking to open an account with Ingo Money to use services
  • Ensuring customers social security names, address and ID match
  • Answer and assist with all inquiries or complaints in regards to failures when attempting to cash checks
  • Inform and ensure customers are following all steps in order
  • Navigating and using multiple systems to acquire accurate and current information
  • Confirming customer information
  • Using discernment when making a decision, in regards to the validity of a customer's account
  • Investigate suspicious activity and make the decision to either lock or to escalate for further investigation
  • Contact banks and other financial institutions to confirm or deny check credibility, verifying amounts and check routing and account numbers
  • Using the correct system and process to report any and all complaints or fraudulent activity
  • Answering incoming calls, assessing customer detail while documenting required information and assessing customer account as well
  • Make decisions on user accounts when they are attempting to cash checks
  • Study and compare information, documents and checks to eliminate fraudulent / possibly fraudulent accounts
  • Being able to identify suspicious activity
  • Having the ability to proficiently navigate in multiple systems to collect information, while ending with a response / solution to the customer's inquiry / problem in a timely manner
  • Meet a daily quota of 115 tickets (80 during training)
  • Troubleshooting when needed
  • Have at least three open chat conversations at a time, while keeping an eye on the call queue to ensure readily available assistance to customers
  • Simultaneously, responding to customer emails and continue to screen documents for new customers attempting to create an account
  • Converting all forms of communication into a ticket, with required documentation as well as merging tickets when a customer has contacted support on multiple occasions
  • I also follow up with my customers, living up to my word when customer's ask to be called back
  • Work from home during times when the weather didn't permit safety for traveling.

Barnes & Noble Specialty Services

Barnes & Noble.com
01.2017 - 12.2017
  • Assisted customers and account holders with all inquires and issues pertaining to their Barnes & Noble accounts and orders, via inbound calling and email.
  • Verify customer information to ensure the protection of PII.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Utilized multiple systems with Oracle software database management system as the main tool to investigate most issues;
  • For instance, placing customer orders, helping customers with gaining access to and creating online accounts for special deals, promotions, giveaways for access to tracking information and order updates as well as receipts. Helping customers retrieve an order that was delivered to the wrong address.
  • Obtaining customer debit and credit card numbers to process payments.
  • Assisting customers with website navigation.
  • Resolving customers issue in a timely manner eliminating customer call back.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Compliance Auditor/Officer

SPH Analytics
06.2016 - 12.2016
  • Working with hospitals, clinics and doctors contracted with Wellcare and other health insurance entities
  • Collected data, performed mandatory audits with doctors and their facilities to measure patient care as well as ensuring entity is abiding by the specifications of contracts with Wellcare
  • Audit provider appointment schedule and availability
  • Recorded responses and provided feedback Followed a very strict script and audit rules and regulations
  • Setup appointments with healthcare professionals
  • Handled PHI (Personal Health Information)
  • The goal was to determine if Doctors and their medical businesses, are obeying the details of the contract between the health insurance providers by conducting mandatory audits on appointment schedules and availability
  • Report information and issues
  • Met strict requirements on all random monitoring reports
  • Maintained 98% satisfaction.

Computer Assisted Telephone Interviewer

The Myers Group
04.2013 - 09.2013
  • Scale customer support
  • Followed strict protocol while reading from a script completely verbatim
  • Conducted surveys to measure customer satisfaction with insurance companies and policies
  • Select the correct response from drop down
  • Ensuring customer identity is safe or hidden when providing response
  • Assisted customers with issues pertaining to behavioral health and Specialist care

Cashier/Crew Member

Popeyes Louisiana Kitchen
02.2012 - 11.2012
  • Greeted guests with a warm smile
  • Took orders and recorded them accurately
  • Handled cash/debit payments
  • Packaged food
  • Restocked supplies when needed
  • Maintained the dining area and restrooms
  • Up-sold items on and off main menu

Security Guard

Dupree Security Group
07.2009 - 05.2010
  • Maintained show room entrances at the Georgia World Congress Center
  • Attend multiple events, shows and conventions
  • Guided guests to correct doors and informed guest where to find refreshments and restrooms as well as allocated smoking areas
  • Provided friendly service
  • Oversaw products during expo shows as well as when shows were not being held
  • Ensuring merchandise is not being tampered with
  • Walked the warehouse floor every hour to make sure nothing was amiss
  • Meticulous competency in sales, products and services
  • Excellent written and verbal communication skills
  • Ability to develop strong customer relations
  • Accurate with math and currency Greeter & guide as well as event security & crowd management.

Cashier

Burger King
03.2007 - 11.2008
  • Computed accurate sales prices for purchase transactions
  • Worked as a team member performing cashier duties, product assistance and cleaning
  • Expressed appreciation and invited customers to return to the store
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
  • Replenished merchandise shelves with items from the stockroom

Stock/Inventory Crew Member

Abercrombie & Fitch
12.2007 - 02.2008
  • Documented contents of boxes from truck
  • Took inventory of all items and merchandise
  • Documented size, color and quantity
  • Documenting damaged items
  • Cross check paperwork to determine what was supposed to be delivered and what was actually included
  • Processed merchandise returns and exchanges
  • Replenished merchandise shelves with items from the stockroom
  • Organized the store by returning all merchandise to its proper place
  • Stocked and rotated inventory regularly
  • Communicated all merchandise needs or issues to appropriate supervisors
  • Assisted customers in finding out-of-stock items
  • Managed cash stock and inventory balances accurately.

Education

Comptia A+/ Network Certification in IT Helpdesk Technican - Helpdesk Administration

MedCerts School

High School Diploma -

Meadowcreek High School
Norcross, GA

Skills

SYSTEMS & SKILLS:

  • MTAS (Multimedia Telephony Application Server)
  • RICA
  • INTERCEPTAS Fraud detection & management
  • Avaya
  • AVG
  • IDology
  • Mobile Network Management
  • Priority management systems
  • Salesforce
  • Work Hub
  • SPARK
  • Pulse Secure
  • Compass
  • Citrix
  • Einstein
  • ACSS
  • Retail Desktop
  • Journal View
  • Virtual Desktop
  • Tech Coach
  • Cisco
  • Jabber
  • WebEx
  • Kronos
  • Blue Jeans
  • VPN
  • EOM (Enterprise)
  • Bookseller
  • RETX
  • Global Protect
  • SafeNet Thales
  • Paylocity
  • Financing
  • Ticketing
  • Conflict Management
  • Typing up to 60 WPM
  • Fast Learner
  • Problem solving
  • Multitasking w/ ability to handle and efficiently work in multiple systems
  • IOVATION ( Fraud Detection System)
  • Microsoft Systems
  • Microsoft Teams
  • Freshdesk (Helpdesk Software)
  • Atlassian Software Development and Collaboration Tools
  • SIP Phones (ZOIPER)
  • CSR
  • Customer Care
  • Customer Service
  • Customer Support
  • Data Integrity
  • Call Center
  • Technical Support
  • Fraud Prevention
  • FiveNine Systems
  • Data Entry
  • Excel
  • STORIS
  • Microsoft
  • Troubleshooting
  • Slack
  • Oracle
  • Freshdesk/ Freshdesk Mint
  • Microsoft Word
  • HIPAA
  • CMA
  • Auditing
  • Case Management
  • User Interface (UI)
  • JavaScript
  • Medical Terminology
  • Agile
  • IOS
  • APIs
  • iCloud Support
  • E-commerce
  • Conflict management
  • Live chat
  • Typing
  • Windows
  • REST
  • Azure
  • Scheduling
  • Technical support
  • Software & hardware troubleshooting
  • Communication skills
  • Computer literacy
  • Computer skills
  • Transcription
  • Mac OS
  • Linux
  • Desktop support
  • Fraud
  • Operating Systems
  • LAN
  • Delphi
  • Help desk
  • Network protocols
  • Network support
  • Multi-line systems
  • Routing protocols
  • Customer retention
  • Blackboard
  • Adobe Spark
  • VPN
  • VMWare
  • Citrix
  • SaaS
  • Mobile hardware
  • Assessment
  • Call center customer service — Proficient
  • Data Evaluation
  • Demonstrating customer service skills in a call center setting
  • Full results: Proficient
  • Conflict Mediation
  • Customer focus & orientation
  • Special Requests
  • Online Chat
  • Responding to customer situations with sensitivity
  • Attention to detail
  • Identifying differences in materials, following instructions, and detecting details among distracting
  • Information
  • Technical support: Customer situations — Proficient
  • Responding to technical support situations with sensitivity
  • Customer service — Proficient
  • Identifying and resolving common customer issues
  • Interpreting
  • HIPPA
  • Administrative assistant/receptionist
  • Using basic scheduling and organizational skills in an office setting
  • Active listening skills
  • Proficiency toggling between tasks in different windows and/or system
  • Microsoft Office
  • Verifying Coverage
  • Security Verification
  • Accounts Payable and Accounts Receivable
  • POS Inventory System Operation
  • Fast Learner, Devoted to data integrity
  • Attention to details, Strong problem solving abilities Ability to efficiently handle multiple lines of
  • Easily adapt to changes to processes and procedures

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Certification

  • Certified Helpdesk Administrator

Timeline

Technical Customer Care Representative

Maytronics US
01.2023 - Current

Tier II Technical Network Support

Verizon Wireless
03.2022 - 10.2022

iOS Technical Support Advisor

Apple (Conduent)
08.2020 - 04.2022

Customer Service Representative/Call Center

Underpriced Furniture
08.2019 - 10.2019

Customer Service Representative

Spectrum Services
03.2019 - 07.2019

Remote Services Technician

Support.com
11.2018 - 01.2019

Fraud Analyst Customer Service Representative

Ingo Money
11.2017 - 07.2018

Barnes & Noble Specialty Services

Barnes & Noble.com
01.2017 - 12.2017

Compliance Auditor/Officer

SPH Analytics
06.2016 - 12.2016

Computer Assisted Telephone Interviewer

The Myers Group
04.2013 - 09.2013

Cashier/Crew Member

Popeyes Louisiana Kitchen
02.2012 - 11.2012

Security Guard

Dupree Security Group
07.2009 - 05.2010

Stock/Inventory Crew Member

Abercrombie & Fitch
12.2007 - 02.2008

Cashier

Burger King
03.2007 - 11.2008

Comptia A+/ Network Certification in IT Helpdesk Technican - Helpdesk Administration

MedCerts School

High School Diploma -

Meadowcreek High School
Vanessa Ursery-Nichols