Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Software
Timeline
Generic

Wanda Nelson

Jonesboro

Summary

Dynamic Tier 2 Technical Support Specialist at Concentrix with expertise in remote IT support and a proven track record of enhancing customer satisfaction. Skilled in software installation and adept at resolving complex issues, I foster collaboration and empower teams through knowledge sharing, ensuring efficient solutions and improved customer experiences.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Specialist

Concentrix
11.2014 - Current
  • Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
  • Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
  • Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.

Healthcare Customer Service Representative

Superior Home Health
03.2010 - 11.2014
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.

Store Manager

McDonald's Restaurant
01.1994 - 03.2010
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Assisted with hiring, training and mentoring new staff members.

Education

No Degree - Business

Walden University
Minneapolis, MN

GED -

Mingo Job Corps Center
Puxico, MO
05-1992

Skills

  • Remote IT support
  • Customer support
  • Remote desktop support
  • Software setup
  • Hardware installation
  • Network configuration
  • Software installation
  • On-site technical support

Accomplishments

  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Resolved product issue through consumer testing.
  • Documented and resolved tech issues which led to commendable results.
  • Collaborated with team of 5 in the development of handling Irate Customers.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 10 staff members.

Certification

Tier 2/SME Trainer - 7 months

Tier 2/ Hosted/ Business Certified Training - 1 Year

Software

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook 3 Collaboration and Communication: Slack: Team communication and collaboration Zoom: Video conferencing and meetings Google Meet: Video conferencing and meetings 4 Specialized Software: CRM (Customer Relationship Management): Salesforce, HubSpot ERP (Enterprise Resource Planning): SAP, Oracle Accounting Software: QuickBooks, Xero Content Management Systems: WordPress 5 Other Essential Skills: Data Analysis: Spreadsheet software, data visualization tools Programming: Python, Java, etc Web Development: HTML, CSS, JavaScript Database Management: SQL, NoSQL Graphic Design: Adobe Creative Suite, Canva Social Media Management: Tools for scheduling and analytics Cybersecurity: Knowledge of security best practices Cloud Computing: AWS, Azure, Google Cloud 6 Emerging Technologies: AI and Machine Learning: Python libraries like TensorFlow, PyTorch Data Science: Big Data tools like Spark, Hadoop Blockchain: Knowledge of blockchain principles and technologies

Project planning and scheduling

Google Workspace: Docs, Sheets, Slides, Gmail Google Drive: Cloud storage and document sharing 2 Project Management Tools: Jira: Task management and bug tracking Asana: Project and task management Trello: Kanban-style task management Microsoft Project: Project planning and scheduling

Timeline

Tier 2 Technical Support Specialist

Concentrix
11.2014 - Current

Healthcare Customer Service Representative

Superior Home Health
03.2010 - 11.2014

Store Manager

McDonald's Restaurant
01.1994 - 03.2010

No Degree - Business

Walden University

GED -

Mingo Job Corps Center

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Wanda Nelson