Customer Service Technical Support
Resume:
LANISHA ROSS
ARLINGTON TX 76014
***************@*****.***
I have been in the customer service industry for over 10 years and pride myself on the technical, communication, and people skills that I have learned over this extended period. I have been given roles in every job that go beyond the general description due to hard work and being a team player. I am dependable and willing to help whenever it is deemed necessary. I have been graced with the leadership roles that follow me throughout my career, whether it has been in the restaurant industry, retail, or technical industry. I am willing and capable of learning new things to exceed the standard expectation and I look forward to continuing to grow within the industry to solidify my career.
NETWORK OPERATIONS SPECIALIST
RISE BROADBAND
November 2021-Current
Provide technical support for VoIP, Internet, Web Hosting services, Email, Ethernet connections, Digital Subscriber Line (DSL), and Dial-Up; resolve end-user home network issues and work with routers.
Handle front-line calls from a segment of customers for new/short-term projects to help establish support and/or short-term feedback loops.
Assure configuration and security settings on managed devices.
Manage and monitor network equipment from the Backhaul and Access Point to the Customer Premises Equipment
Diagnose Network issues; document and escalate issues proficiently.
Access network equipment remotely to identify and resolve issues.
Create and update network and customer tickets proficiently as required while interfacing with the appropriate department to ensure timely and accurate resolution and that timeframes are provided to the customers.
Utilize all provided utilities, tools, and applications; ensure a high level of service availability.
Use proper judgment to set up onsite service calls as needed.
Handle escalations and provide coworker coaching.
Respond to customer’s escalated technical support tickets.
Provide analysis and trending on trouble calls to the field division’s technical groups.
Update and maintain account details with accurate data.
Communicate and liaise with all other Company departments regarding operations issues.
Maintain and comply with standard Company technical and administrative procedures.
Adhere to all policies and procedures.
TECHNICAL SUPPORT
BRINKS, INC.
May 2020 to November 2021
Manage verbal and/or written customer requests/inquiries efficiently.
Manage day-to-day customer requests, and all service-related issues by resolving problems to minimize customer escalations.
Utilize available systems to extensively research and find the root cause of customer inquiries.
Interact with customers, branch operations, and other Brink’s partners to find solutions that not only resolve original requests but prevent future inquiries.
Manage process requests and activities in Microsoft Dynamics timely & accurate.
Utilize strong decision-making and problem-solving skills to provide input to the Leadership team on Continuous Process Improvements
Assist with special projects as and when required by the Supervisor or Manager
CUSTOMER SERVICE AGENT
GEICO - Richardson, TX
May 2017 to March 2020
Handle inbound and outbound contacts in a courteous, timely, and professional manner.
Listen to customers, understand their needs, and resolve customer issues.
Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable.
Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
Utilize systems and technology to complete account management tasks.
Accurately document and process customer claims in appropriate systems
Follow all required scripts, policies, and procedures.
Utilize knowledge base and training to accurately answer customer questions.
Comply with requirements surrounding confidential information and personal information.
Appropriately escalate customer issues with the managerial team
Escalate customer issues to the appropriate staff and managers for resolution as needed.
Ensure first-call resolution through problems solving and effective call handling.
Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes.
Adhere to all attendance and work schedule requirements.
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EDUCATION:
Mountain View Community College- Associates of Science
Certificate of Communication: 2018
CCI Training
Skills:
Problem-solving Computer skills
Customer Support Microsoft Excel
Account Management Microsoft Word
Conflict management Microsoft Outlook
Data Entry PowerPoint
Project Management
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