Technical Support Customer Service
Resume:
SHARONICA
BELL
TECHNICAL SUPPORT
SPECIALIST
**************@******.***
Denton, TX 76209
CONTACT
Hardworking, highly motivated
professional eager to lend combined
knowledge and skills to
enhancebusiness performance.
Operates well in both individual and
team capacities, leveraging
seasoned workethic to quickly adapt
to different processes and drive
company objectives. Resourceful
and results-driven with a passion for
growth and efficiency to meet
company needs and increase service
values.
CAREER OBJECTIVE
Technical Support Specialist
Brinks Home Security, Farmers Branch, Texas
Plumbing Sales Specialist
Lowe's Home Improvement, Jackson, Mississippi
EXPERIENCE
January 2021 - August 2021
Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries.
•
Updated customer databases regularly with the latest information about products and services.
•
Diagnosed complex technical problems using diagnostic utilities
• such as System File Checker.
Referred major hardware and software problems and defective products to vendors and technicians for service.
•
• Configured and tested new hardware and software. Provided technical support to internal and external customers,
• resolving hardware and software issues in a timely manner. Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
•
Provided customers with overview of installation activity, site-specific information, and access to technical contacts.
•
Developed in-depth knowledge of products and services; educated
• users on product features and benefits.
Diagnosed issues through process of elimination by asking probing questions.
•
Conducted customer service recoveries using technical knowledge and business skills.
•
Participated in IT projects related to system upgrades or migrations
• from one platform to another.
Diagnosed complex network problems by gathering information from multiple sources.
•
• Met deadlines while maintaining high-quality deliverables.
• Provided efficient and courteous service to customers at all times. January 2019 - December 2020
• Responsible for upholding the knowledge of a plumbing professional Recommended and helped customers select merchandise based on their need
•
Performed sales floor work, such as greeting and assisting
• customers, stocking shelves and taking inventory. Store Manager
Dollar General, Jackson, Mississippi
Reservation Manager
U Haul, Jackson, Mississippi
Maintained knowledge of current sales and promotions, policies regarding payment, and exchanges, and security practices.
•
Successfully managed multiple projects simultaneously while
• meeting tight deadlines.
Collaborated with colleagues to create innovative solutions that improved efficiency in the sales process.
•
December 2013 - January 2019
Created weekly work schedules to meet staffing needs while controlling labor costs.
•
Analyzed sales data to identify areas of improvement and develop
• strategies for increasing revenue.
Developed and implemented effective strategies to reduce costs while maintaining quality standards.
•
Oversaw day-to-day store operations to foster efficient and profitable operations.
•
Scheduled maintenance and repairs on company equipment to
• streamline workflow and prevent malfunctions.
Analyzed sales numbers and performance metrics to locate deficits and implement process improvements.
•
• Implemented loss prevention strategies, alleviating shrink. Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds.
•
Reviewed financial statements, sales reports, and other performance data to measure productivity.
•
Interviewed and hired prospective employees according to team needs.
•
Addressed employee issues, performed corrective actions, and
• terminated employment when necessary.
Provided leadership and motivation to team members to increase productivity and efficiency within the store.
•
Set sales targets and budgets for team leads and employees to follow.
•
April 2006 - January 2014
Recommended and helped customers select merchandise based on
• their needs
Answered customers' questions and addressed problems and complaints in person and via phone
•
• Educated customers on product and service offerings Monitored market conditions, product innovations and competitor activity, and adjusted account sales approach to address latest market developments
•
Trained sales teams on educational products at seminars and special
• events
Made reasonable procedure exceptions to accommodate unusual customer requests
•
Demonstrated mastery of customer service call script within specified time frames
•
• Maintained up-to-date records at all times
Built customer loyalty by placing follow-up calls for customers who reported product issues.
•
Trained new employees in reservations procedures and customer service best practices.
•
Used computer to access information on schedules, rates and routes
• to answer customer inquiries.
Supervised a team of 5 reservation agents while ensuring they were meeting performance goals.
•
Handled and responded to customer inquiries through online chat and email.
•
High School Diploma
Jim Hill High School, Jackson, Mississippi
Associate Degree In Business Administration Management of Technology
Hinds Community College, Raymond, Mississippi
EDUCATION
June 2004
Relevant Coursework
• General Studies
SKILLS
• Collaborates well with others and willing to step into leadership role
• Top sales performer
• Dynamic
• Customer service expert
• Exceptional organization skills
• Advanced mathematical aptitude
• Highly capable of working under stressful circumstances
• Experienced in Microsoft office
• Excellent with invoice and cash processing
• Telephone inquiries specialist
• Remote Technical Assistance
• Troubleshooting and Diagnosing
• Technical Support and Assistance
• Telephone Call Control
• Remote IT Implementation
• Microsoft Internet Explorer
• Tech Support
CERTIFICATIONS
• Drivers License
Crystal Lee — Brinks
Technical Support Manager
***************@*****.***
Lemondrick White — White's Trucking
Owner/Operator Truck Driver
*****************@*****.***
Tina Magee — Walmart
Bakery Supervisor
***********@*****.***
REFERENCES
Former Supervisor
Friend
Former Co Worker
Contact this candidate