Yabrina Burnett
Bartow,FL
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
8
8
years of professional experience
2014
2014
years of post-secondary education
Work History
Technical Support Representative
Results Companies
Lakeland, FL
12.2018 - 05.2023
- Provided technical support to customers via phone and email communications.
- Diagnosed software and hardware issues for a variety of devices.
- Assisted customers in navigating product features and functionalities.
- Documented customer interactions using internal ticketing system.
- Collaborated with team members to resolve complex technical problems.
- Educated customers on troubleshooting techniques to enhance user experience.
- Followed up with customers to ensure issues were fully resolved.
- Maintained knowledge of company products and industry trends for effective support.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
Retention Specialist
Charter Spectrum
Auburndale, FL
09.2015 - 11.2018
- Engaged customers through proactive communication to enhance retention efforts.
- Analyzed customer feedback to identify trends and improve service quality.
- Collaborated with cross-functional teams to develop effective retention strategies.
- Implemented customer outreach programs to ensure satisfaction and loyalty.
- Monitored account activity to identify potential churn risks and intervene promptly.
- Utilized CRM systems to track interactions and manage customer relationships effectively.
- Developed personalized communication plans for high-risk accounts to foster engagement.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Explained new products and services to customers.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
Education
Warton Highschool
Tampa, FLSkills
- Technical troubleshooting
- Hardware support
- Software diagnostics
- Ticketing systems
- Product knowledge
- Customer relationship management
- Problem resolution
- Data analysis
- Retention strategies
- Process improvement
- Effective communication
- Conflict resolution
- Team collaboration
- Customer education
- Service quality enhancement
Languages
English
Full Professional
Timeline
Technical Support Representative
Results Companies
12.2018 - 05.2023
Retention Specialist
Charter Spectrum
09.2015 - 11.2018
Warton Highschool