Nekeisha Beaton

*** ****** ***** *****

Norcross, Georgia 30092

Phone: 404-***-****

acxe0h@r.postjobfree.com

Offering an award-winning track record of customer care excellence within high-volume environments that include:

- Call Center Leadership

- Troubleshooting/ Problem Solving

- Excellent Verbal Communication

- Team Building

- Coaching and Development

- Leadership/Supervisory Support

- Technical/ User Support

- Excellent Interpersonal Relationships

- Reports and Documentation

- Ten Years of commended performance in key customer service and leadership roles.

- White and Green Belt Certified

Professional Experience

August 24, 2015 to current Lexis Nexis Alpharetta, Georgia

Technical Analyst II Batch/XML/IDM/IDMS Production Support

Provide technical support for proprietary products and services such as Accurint, Risk, Instant ID, IIDQA, IDMS, IDM, Instant Reporting, Batch Services, XML, Billing, Reporting, and etc.

Browser, System, and Hardware troubleshooting.

Provide IP maintenance for all products to prevent connection issues

Multitask through different system and tools to provide accurate resolutions while maintaining efficiency

Identify issues and causes as well as resolutions for access issues, search / data issues, etc

Request and analyze Root Cause Analysis for maintenance or outage issues

Join Bridge/or conference calls as needed for troubleshooting

Work along multiple level 2 teams and identify when an escalation is needed

Troubleshoot FTP connections, file errors, gateway processes, bankruptcy scrubs, bankruptcy monitoring, batch wizard, landing zone modifications, and work request enhancements.

Provide account manager and client education on batch processes (file failures, connectivity, logs, etc)

Review XML logs and transactions for resolving failures, connection issues, timeouts, and IP failures

Attend refresher trainings to enhance career progression and daily product use

Provide On-Call services on a rotated basis

Escalate and communicate with Engineers, Account Managers, Level 2 support, Directors, Managers and XML consultants on a daily basis.

Maintain attention to detail

Maintain Critical thinking skills

Work along with a team of 6 individuals and management to ensure quality performance

Submit updates and enhancements to ensure accuracy in our tools and resources

Adhere to a schedule and company metrics to uphold productivity.

Provide monthly achieved goals and schedule Lead meetings with management

Provide creative ideas for team building

Be a motivational team member

Provide positive quotes to my team members for enhancing employee morale

Maintain a group chat daily using Skype to ensure communication of news and updates and team communication

Maintain security protocol when handling sensitive data

Maintain documentation of all calls and emails for Quality purposes, reporting, and enhancement of processes

Processor of Linux commands to run failed files on multiple servers

Provider of knowledge on how to install certificates on servers so, the client is able to code their server properly.

Proficient in using JIRA to submit tickets and documentation

April 7, 2015 to August 21, 2015 Autotrader/Cox Communications Atlanta, Georgia

Inventory Support Analyst

Provides answers to clients by identifying problems, researching answers, and guiding client through corrective steps.

Provides “Ultimate Customer Service” on a daily basis to internal and external customers

Attends team meetings and trainings to enhance development

Recognized for efficiency, good customer service, and continued efforts from internal and external customers.

Improves system performance by identifying problems and recommending changes

Multitasks through different systems and tools (ie Dealer’s Site, Salesforce, WFM, IOL, and etc)

Works efficiently with team members to ensure performance metrics are met.

Participant in community relations and team building projects

Team motivator and innovator of new ideas and changes for efficiency

SME for SQL processes

SME for Salesforce

SME for New contract completion and execution

Maintain the team blog to provide new enhancements and product knowledge

Attend townhall meetings

Attend monthly meetings monthly for coaching and feedback

October 7, 2013 - April 5, 2015 AT&T Mobility Atlanta, Georgia

Product Management Center-Analyst

Assist and resolve issues with new incubated products prior to launch

Track trends in relation to new incubated products

Provide input on resolutions for major trends

Attend conference calls for major projects – (Launch of new IPhone 5S and 5C, Galaxy Watches)

Create Blogs and Forums regarding information on the wireless products for customer service and technical support

Work along efficiently with a team of 18-20

Provide Coaching and feedback

Resolve Network Escalations

Reach out to the NOC technicians for consultations on new products

Work along with major vendors such as Apple, Samsung, and Motorola to assist with software and hardware concerns

Create and upload documents for associates regarding outages and other information using SharePoint

Create cases for complex issues

Use multiple systems to resolve issues for customers.

Provide Quality service for our escalated customers to ensure that we have awesome surveys achieved by 60%

Approve Payroll and Time Cards using Kronos

Adjust Time using Kronos

Adhere to a specific schedule including meetings and conference calls

Make adjustments to major billing issues exceeding 500.00

Manage VIP/Premier Accounts

Assign different queues for 70 analysts

Provide incentives for the analysts such as promotion, performance appraisals, and contests

Manage Analysts schedules via Totalview IEX

Submit Vacation, Personal time, and Sick time requests to Work Force Management within a timely manner

Perform Audits regarding time, pay, adherence, and etc.

Run Reports using multiple systems to show customer satisfaction and performance

Complete trainings and Management courses to enhance performance

Provide night time support for up to 70 analysts when short staffed.

Run reports for Analyst Availability

Provide a fun environment for the Analysts so they are able to provide excellent customer satisfaction.

Hold team meetings and huddles for information updates

Provide presentations on rising issues for the Call Center Director and Area Managers

Manage a line of live devices for testing and for analysts to duplicate issues by using a heavy tracking system

Manage AT&T social media site T-space

Answer troubleshooting questions on the att.com website for immediate resolutions.

December 10, 2012- September 27, 2013 State Farm Atlanta, Georgia

Support Center Specialist-Contract Position

Assist and resolve business application issues for over 65,000 agents and team members.

Compose and send communications to associates about new process updates.

Share ideas to motivate employees to reach personal and company goals.

Follow procedures to resolve issues using a knowledge database.

Troubleshoot hardware and software issues.

Provide a remarkable customer service experience on a day to day basis with internal associates.

February 20, 2012- November 26, 2012 Home Depot Atlanta, Georgia

Human Resource Contact Associate-Contract Position

Assist and resolve garnishment, paycheck, benefits, and scheduling issues for over 2, 500 employees.

Compose and send communications to associates about new process updates.

Share ideas to motivate employees to reach personal and company goals.

Attentive regarding detail to resolve errors in payroll processes.

Knowledgeable of Release of Information standards, policies & procedures and HIPAA regulations and to complete work in compliance of these and other standards.

Assist with the safeguard of personnel files and information.( subpoena's, legal, and medical documents)

09/29/2008 to 01/09/2012 Verizon Wireless Alpharetta, Georgia

Lead Technical Analyst

Troubleshoot hardware and software issues.

Compose and send communications to Care and Technical support Department about new product updates and troubleshooting tips.

Share ideas to motivate employees to reach personal and company goals.

Score and Monitor calls for Quality purposes using Witness

Provide new policies and procedures for enhancement of tools and resources

Provide team building activities

Provide “out of the box” solutions to diffuse escalated customers

Point of contact while my Supervisor is out of the office and conduct supervisory roles.

Assist current supervisor with the following daily job related assignments: Closing out Remedy Tickets for my team and entire Technical Support Group, resolving escalated phone calls, making follow-up calls to customers in reference to NPS surveys and to customers who may appear at high risk of churn.

2/24/2008 to 9/15/2008 Verizon Wireless Alpharetta, Georgia

Internet Response Team-Executive Relations

Handle escalated concerns via an email response and callback.

Assisted with the new hire training for 5 to 6 individuals.

Implemented training course for new recruits and increased speed of response for First Contact Resolution.

Reduced Repeat emails by 10%.

Provide “out of the box” solutions to resolve customer’s issues.

11/22/2007 to 2/24/2008 Verizon Wireless Alpharetta, Ga

Training Assistant for new hires

Mentor/ coach a team of approximately 30- 35 frontline customer service representatives while providing Training Assistant support.

Provide supervisory role in the absence of direct supervisors to teams of 10-20 in customer service.

Assist with all team members to ensure they are performing at their maximum capability to achieve all requirements.

Conduct training on new products, services, policies/procedures and Methods and Procedures to new hires.

Maintain accurate records of employee performance, attendance, and development.

Review staffing needs to ensure positive impact on call volume and service level.

Handle escalated customer concerns.

03/24/2007 to 11/22/2007 Verizon Wireless Alpharetta, Georgia

Senior Customer Service Specialist

Promote First Call resolution.

Point of Contact for support or assistance in the absence of the supervisor.

Practice Churn Reduction.

Expert in customer care/ communications, problem solving, relationship building and user training and support.

Maintained training and refreshers for career progression to promote to the next level

7/24/2006 to 3/24/2007 Verizon Wireless Alpharetta, Georgia

Customer Support Specialist

Promote First Call resolution.

Point of Contact for support or assistance in the absence of the supervisor.

Practice Churn Reduction.

Expert in customer care/ communications, problem solving, relationship building and user training and support.

Adhere to a schedule

Maintained training and refreshers for career progression

Education

DeVry University- Decatur, Georgia

Bachelor of Business Administration, 11/2005

Strayer University- Alpharetta, Georgia

Masters of Adult Education, 05/2011

*References are available upon request/Gaps in dates represent two week’s notice served to employer.

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