Technical Support Customer Service

OBJECTIVE

Highly motivated and results-

driven professional with a

passion for leveraging

technology to improve

productivity and customer

satisfaction. Seeking a

challenging role in Information

Technology to apply skills in

workforce management,

technical support, and customer

service.

Romaine

Ward

I am passionate about crafting digital and technological experiences that are both visually striking and user-friendly, blending technical proficiency with creative innovation.

CONTACT

301-***-****

*******.**@*****.***

5618 Prescott CT, Capitol

Heights Maryland 20743

EDUCATION

MONTEGO BAY COMMUNITY

COLLEGE

Associate of Science Degree:

Management Information Systems –

2022

SOUTH TRELAWNY

EDUCATIONAL SKILLS

CENTRE

Certificate:

Food & Beverage Service 2015

ALBERT TOWN HIGH SCHOOL

High School Diploma - 2004-2009

EXPERIENCE

WORKFORCE MANAGEMENT ANALYST: ITEL INC

Aug. 2020- Nov. 2023

Forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity.

Technical Support Advisor

Answering customer calls to provide first contact support for their technical issues.

CUSTOMER SERVICE AGENT: CONDUENT JAMAICA

Apr. 2018- Aug. 2020

Handled customer inquiries, addressed concerns, and provided effective solutions to ensure customer satisfaction. Demonstrated excellent communication skills and maintained a high level of professionalism in all interactions. Consistently met performance targets and contributed to a positive team environment. CUSTOMER SERVICE AGENT ADVANCED CALL CENTER TECH

Nov. 2015- Mar. 2018

Facilitated customer calls to set up new services and tailored promotions to meet their needs. Demonstrated strong product knowledge to recommend optimal solutions and enhance customer satisfaction. Maintained detailed records of customer interactions and consistently achieved sales targets.

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