Customer Service Technical Support

CHENIQUA WILLETTA WRIGHT

*** ********* **. acxhb7@r.postjobfree.com H: 256-***-****

MERIDIANVILLE, AL LINKEDIN.COM/IN/CHENIQUAWRIGHT C: 334-***-****

SUMMARY

9+ years in the customer service/technical support arena. Proven record, reputation, and recognition for rendering outstanding customer service on various occasions to executive staff and managers. Ability to perform repetitive and mundane administrative tasks. Highly efficient with Microsoft Office Suite applications and a typing speed of 70 wpm. Experience with government contracts of state and local organizations. Effective in calendar management, coordinating and planning travel arrangements, and able to work efficient and effectively with minimal supervision. Expertise in problem solving, mediation, and diversity.

PROFESSIONAL EXPERIENCE

Inteletravel-Wright Away Travel 2016-Present

Independent Travel Agent

Manage leisure, domestic and/or international travel arrangements for clients.

Coordinate and plan transportation, accommodation, insurance and other travel services for clients.

Host virtual meetings with clients to discuss their needs and advise them accordingly based on their requirements and budget.

Schedule travel arrangements for vacations, transportation, and hotel reservations.

Collect and manage expenses related to travel services booked.

Verizon Wireless 2007–Present

Coordinator-Business/Government Customer Operations - Huntsville, AL 2012–Present

Technical Support Coordinator - Huntsville, AL (Promotion) 2007-2012

Customer Service Representative - Huntsville, AL (Promotion) 2007

Answer calls received for the Verizon Wireless call center from customers experiencing

issues with their mobile devices

Provide 1st level troubleshooting and resolutions for hardware, software, and general issues related to mobile devices.

Provide technical assistance and support to government end users of mobile devices to resolve any relevant issues

Resolve and close assigned tickets using client service software, Remedy, with appropriate notes, causal codes, and resolution codes.

Work directly with end users of computing resources, providing guidance on effective use of

delivery systems products and services

Identify and evaluate complex customer requirements and recommend solutions

MAJOR ACCOMPLISHMENTS:

Promoted rapidly through a series of increasingly responsible positions based on knowledge of the business, operating, team building, and team leadership performance.

Awarded multiple GCO O.S.C.A.R.S (Government Customer Operations Outstanding Statistical Commitment Achievement Recognition) awards for outstanding performance within our department.

Recognized as the #1 Performer and received 5 “PEAK” (Perform Excel Achieve Know) monthly awards.

Received the Award of Excellence 2014 for being the top performer in sales for the full year within the Business/Government operations department.

Managed the internal NPS (Net Promoter Score) team. Served as the liaison to boost team morale. Also provided guidance to team members on tactics to use to ensure monthly metrics were met or exceeded.

Awarded the GCO League of Leaders award for demonstrating outstanding customer engagement, attendance, and performance for July 2013

JcPenney Department Store 2005-2007

Sales Associate - Huntsville, AL

Utilized teamwork approach to ensure standardized methods were implemented to ensure excellent customer satisfaction.

Maintained accuracy of cash sales and profitability on a daily basis for merchandise purchases/returns.

Law Office of Sherryl Snodgrass Caffey 2003-2005 Volunteer Legal Assistant

Provided administrative support to senior level manager and Attorney Sherryl Caffey.

Communicated tactfully and interacted in a professional manner with outside legal and

business staffs.

Maintained confidentiality and prepared drafts of trail motions, complaints, wills, leases, corporation formations, fictitious name papers, partnership agreements, contracts, etc.

Provided administrative office support by answering multiple phone lines, utilizing calendar management skills to schedule meetings and appointments via MS Outlook, and multi-tasking to handle all activities concurrently.

EDUCATION

MBA-Human Resource Management, 2013 3.5 GPA Strayer University (Huntsville, AL)

oDean’s List and Honor Roll

Bachelor of Science-Business Administration with concentration in Management Information Systems, 2005 3.5 GPA Alabama A&M University (Normal, AL)

oDean’s List and Honor Roll

TECHNOLOGY SKILLS

Proficient in multiple computer programs/applications and cell phone operating systems.

MS Office Suite 2013 (Outlook, Powerpoint, Excel, Word)

Operating Systems: Windows XP, 7, 8, 10, Mac IOS, Android, IOS

ACSS

Remedy

Marketing experience with social media like Facebook, Twitter, Instagram, Pinterest, and LinkedIn

Contact this candidate