Customer Service Support Specialist

Qwamaine Hall

**** *** * ******* *****, Mesquite, TX • 469-***-**** • ***********@*******.*** • linkedin.com/in/dreamweaver22 Help Desk Support Specialist

Experienced help desk support specialist with over 7 years in customer service roles. Proven track record of resolving 50+ inbound calls daily and escalating critical issues, resulting in 95% customer issue resolution in under 24 hours. Adept at analyzing user problems and providing timely solutions.

WORK EXPERIENCE

Employment Gap • 08/2023 - Present

In order to continue to strive for excellence and become a well-rounded person, I took it upon myself to take a leave of absence to focus primarily on my academics. Now I am ready to put my best foot forward by becoming employed full-time. I am currently still in school, but I have the flexibility of remote learning. Student

State Farm • Richardson, TX • 06/2023 - 08/2023

Help Desk Support Specialist

Brinks Home • 01/2023 - 04/2023

Customer Success Help Desk

CxLoyalty • Richardson, TX • 05/2022 - 03/2023

Help Desk Supervisor

Core-Mark International, Inc • 01/2021 - 10/2021

None Selected

Customer Service Representative

SKILLS

Adobe Certified, Adobe

Certified Expert,

Communication, Customer

Service, English, Help Desk

Support, Intrapersonal Skills,

MCAS - Microsoft Certified

Application Specialist,

Medical Billing, Medical

Terminology, Problem-

Solving, Sales Essentials,

Advancement to the next level,

Creative writing, Helping

others achieve their goals that

lead to a successful career and

future.

EDUCATION

Bachelors of Arts in

Education Structure

and Development

National University

San Diego, CA

GPA: 2.8

07/2023 - 07/2027

High School Diploma in

General Studies

Booker T. Washington High

School

Tuskegee,Ala

08/2006 - 05/2010

Analyzed and evaluated user problems using test scripts, personal expertise, and probing questions.

•

• Responded to inquiries by phone, email, and walk-up requests. Used established procedures to identify critical customer and system issues and escalate problems to the appropriate person or group.

•

Authenticated and verified 50-75 inbound calls from Customer Success Help Desk subscribers Specialist/Quality Assurance.

•

Ask probing questions to gather information related to Brinks Home customers who want to cancel.

•

Aided escalated callers transferred from the Front-Line Help Desk Supervisor Agents Cxloyalty - Richardson, TX.

•

• Documented daily and weekly paperwork as well as scheduling, maintenance.

• Created refund requests for cancellations and schedule changes made by the airline. Answering and responding to emails in a timely manner Customer Service Representative.

•

• Responding to customer questions and complaints Core-Mark International, Inc.

• Walking customers via email through basic troubleshooting or setup processes. AT&T • 09/2019 - 01/2021

DSI/Dispatcher/CSR

Alorica • 04/2018 - 09/2019

Excellent customer service

KFC • Jackson, MS • 11/2016 - 03/2018

Customer Service Representative

Teleperformance, Inc • 09/2014 - 01/2015

None Selected

Customer Service Representative

CERTIFICATIONS

Certificate of Completion for Service Foundations • 05/2023 - 05/2023 Certificate of Completion for Learning Outlook Desktop Microsoft •

05/2023 - 05/2023

Sales Essentials Certificate

MCAS - Microsoft Certified Application Specialist

AWARDS & SCHOLARSHIPS

John Andrews School of Education Enhanced Academia Scholarship •

08/2024

National University

Academic Scholarship • 07/2024

National University

• Develop intrapersonal skills with a team of 7-15 agents DSI/Dispatcher/CSR.

• Provide 100% knowledge of all products that of the AT&T company. Answer incoming service calls including customer complaints and concerns, Prepare and coordinate daily work schedules.

•

Provide great customer service to all inbound and Customer Service Representative outbound calls Alorica.

•

Demonstrate knowledge of all information in regards to any literature pertaining to the job title.

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• Be on time.

Greeted customers entering the store and responded Customer Service Representative promptly to customer needs KFC - Jackson, MS.

•

• Built relationships with customers to encourage repeat business.

• Worked flexible schedule and extra shifts to meet business needs. Improved customer retention by achieving a 15% reduction in call handling time as a Customer Service Representative, enhancing Customer Success and Quality Assurance.

•

Improved project efficiency by 30% through implementing a new task management tool, resulting in meeting deadlines and delivering high-quality work.

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• I was able connect with my other coworkers to create a fun filled environment. VOLUNTEERING & LEADERSHIP

Dallas County Public Library • 07/2024 - Present

English Tutor/Coach • Arlington, Tx

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