Experienced Escalation Specialist with a proven track record

of promptly and efficiently resolving customer issues while consistently delivering exceptional service. Seeking a challenging position where I can utilize my strong communication and problem-solving skills to effectively address and manage customer escalations.

Profile

Work Experience

05/2021 – PRESENT TROY, UNITED STATES

Escalation Specialist

HTC Global Services

Communicated with internal teams to identify root

causes of escalations and implement preventative

measures.

Managed escalation queues and prioritized cases based on urgency and impact on customer satisfaction.

Collaborated with cross-functional teams to develop and implement solutions to prevent future escalations. 01/2020 – 05/2021 TROY, UNITED STATES

Service Desk Analyst

HTC Global Services

Provided timely technical support to users, resolving hardware and software issues efficiently to minimize downtime.

Conducted troubleshooting and problem-solving to

diagnose and resolve technical issues, ensuring seamless operation of IT systems.

Managed user accounts and access permissions, ensuring data security and compliance with company policies and procedures.

09/2014 – 01/2020 SOUTHFIELD, UNITED STATES

Cashier / customer service

The Home Depot

Provided exceptional customer service by greeting and assisting customers in a fast-paced retail environment. Provided exceptional customer service by resolving inquiries and complaints in a timely and professional manner.

Operated POS system proficiently to process sales, returns, and exchanges with precision.

Education

08/2013 – 12/2017 DETROIT, UNITED STATES

Asian Studies Bachelor's of Liberal Arts

Wayne State University

09/2012 – 06/2013 DALIAN, CHINA

Mandarin Non Degree Program

Liaoning Normal University

10/2007 – 03/2011 TROY, UNITED STATES

Game Design Bachelor's of Fine Arts

International Academy of Design and

Technology

Skills

– COMPUTER SKILLS

Windows OS Professional

Microsoft Office Suite Professional

Active Directory Professional

Citrix Professional

Epic EMR Professional

Data Analysis Professional

Technical Troubleshooting Professional

– CUSTOMER SERVICE

Conflict resolution Professional

Strong communication Professional

Customer service Professional

– TICKETING SYSTEMS

Remedy Professional

Service Now Professional

Service Focus Professional

313-***-**** ad339t@r.postjobfree.com https://www.linkedin.com/mwlite/in/jherika-howze-95160a29 Jherika Howze

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