LaNika S. Lawson

***** ******* **; Little Rock, AR 71602 908-***-**** abi6rp@r.postjobfree.com

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My objective is to obtain a position that will allow me to enhance my

Objective technical support and customer service skills. I am willing to relocate for

the position in which I am applying for.

Front Line Agent Technical Support

Experience April 2010-Present Hewlett Packard, Conway, AR

Successfully resolve consumer technical issues (hardware and

software) on HP and Compaq brand desktop computers from incoming

customer contacts and proactive notification systems.

Respond to service, product, technical and customer relations questions

on subjects such as features, products specifications, and repairs on

current and discontinued products, parts and options based on the

customer’s warranty entitlement.

Articulate both in writing and verbally case summary resolutions and add

to the Knowledge Management Systems (KMS)

Proactively assist consumer customers to avoid or reduce problem

occurrence.

Engage team members for support as required to ensure customer

Service Level Agreements demands are met.

Technical Support Coordinator

July 2007-April 2010 Alltel Communications/Verizon Wireless, Little Rock,

AR

Provide customer service and technical support for internal and external

voice and data product customers

Troubleshoot hardware and software issues and indentify

network/application issues.

Troubleshoot for PC Operating systems, specifically Device Manager

and TCP/IP configuration.

Provide detailed information on how to set up and configure data and

voice products. Verify provisioning and diagnose device or network

issues.

Use trouble ticket system for tracking customer interactions and problem

resolution. Evaluate customers concerns and resolve problems to

customer satisfaction.

Demonstrate and practice regularly the skills necessary to handle any

CS and/or Technical Support call type that is routed through the center in

this function.

Follows up with customer to ensure first call resolution and achieve and

deliver 100% customer satisfaction.

Order Processing Specialist

September 2004-July 2007 Alltel Communications, Little Rock, AR

Evaluate credit-worthiness of new customers and existing applications

utilizing credit scoring model, hard-copy credit reporter or customer

account information in the billing system in accordance with Alltel policy

and procedure.

Conduct full credit underwriting including assessment of merchant risk

acceptable use Federal and State Regulatory Compliance, Credit Card

Compliance, Legal Fraud and Credit Risk. Respond to questions from

distribution channels and end-user customer concerning credit policy.

Perform all other order processing operations by creating customer

records, processing service orders in billing system and performing

account maintenance.

Customer Service Representative II

September 2002-October 2004 Cingular Wireless, Little Rock, AR

Handle customer’s questions, complaints, and billing inquiries with the

highest degree of courtesy and professionalism.

Offer alternative solutions where appropriate with the objective of

attaining customers’ business.

Handle business transactions in connection with customer’s accounts on

a computer terminal.

Strayer University, Little Rock, AR

Education August 2009

Bachelor Science Computer Information Science-Networking

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