Whitney Yacob
Detroit
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
Work History
FOLLOW-UP SPECIALIST
Agero
03.2023 - Current
- Prepared comprehensive documentation outlining completed tasks associated with each follow-up activity
- Managed a high volume of incoming calls, emails, and online inquiries
- Performed data entry activities to update customer information in the system
- Maintained an up-to-date knowledge of company products and services offered
- Implemented quality assurance measures to ensure accuracy of all documents related to follow-ups
- Collaborated with other departments to ensure satisfactory resolution of customer queries
IT SERVICE DESK ANALYST
Strategic Data Systems
02.2020 - 04.2023
- Developed extensive knowledge of operating systems, networks, and applications to resolve user inquiries in a timely manner
- Performed regular maintenance tasks such as patching, backups, disk defragmentation, virus scanning to ensure smooth operation of IT systems
- Created detailed documentation for all incidents reported by customers, ensuring accurate tracking of progress towards resolution
- Successfully provided technical support for over 100 clients, demonstrating excellent customer service skills
CUSTOMER SERVICE REPRESENTATIVE
Crisp Connections
07.2020 - 11.2022
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusersend users
- Addressed customers courteously using suitable methods and problem-solving skills
- Documented troubleshooting steps for future reference and training purposes.
- Performed routine system checks to ensure optimal performance and reliability of IT services.
CASHIER TEAM LEAD
Old Navy
11.2017 - 09.2020
- Ensured that each transaction was completed accurately and efficiently according to established procedures
- Communicated regularly with store manager regarding inventory levels, customer inquiries, new product offerings, promotional campaigns
- Coached and provided feedback to staff to improve performance and achieve company objectives
- Maintained customer satisfaction by gathering actionable insights and offering solutions
- Provided ongoing support for existing customers by answering questions or addressing concerns in a timely manner
Education
BBA -
Walden University
Minneapolis, MN02-2028
Skills
- Customer support
- IT troubleshooting
- Network administration
- Risk assessment
- Performance optimization
- IT asset management
- IT risk management
Timeline
FOLLOW-UP SPECIALIST
Agero
03.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Crisp Connections
07.2020 - 11.2022
IT SERVICE DESK ANALYST
Strategic Data Systems
02.2020 - 04.2023
CASHIER TEAM LEAD
Old Navy
11.2017 - 09.2020
BBA -
Walden University
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