NAKILA BEST

*** ****** ** ** · 202-***-****

adt9ds@r.postjobfree.com

Proficient and forward-thinking professional with an exceptional approach to handling customer- related issues. Providing solutions in a timely manner for issues that may arise where my skills will be fully utilized.

EXPERIENCE

MAY 2022 – SEPTEMBER 2022

MERCHANDISER/VENDOR, SHIFT SMART

• Managed inventory through accurate allocation strategies and analysis.

• Set up product assortment and reorders.

• Coached store employees on visual merchandising practice to maximize product performance.

• Recommended new merchandising opportunities based on product movement from shelves.

DEC 2021 – APRIL 2022

ASSISTANT GENERAL MANAGER, PAPA JOHN’S PIZZA

• Responsible for operations and revenue and resolving issues related to product including quality in an effective and timely manner.

• Boosted customer satisfaction by bringing down escalations 93% to 41%.

• Developed the training for the property staff based.

• Checked inventory of stocks and place orders for replenishment. SEPT 2019 – AUG 2021

HELP DESK SUPPORT SPECIALISTS II, TSA HOMELAND SECURITY

• Resolve technical problems and answer queries by telephone or self-service ticketing systemin support.

• Provided troubleshooting and break -fix repair of hardware, software and networking issues.

• Instructed users on procedures for connecting wireless PDRC to remote, installing wireless cards and wireless connection to software, configuring software establishing positioned connection.

• Provided detailed SLA reports and escalation to upper tier for resolutions. 2

NOV 2017 – JUN 2019

CUSTOMER SUPPORT REPRESENTATIVE, NATIONAL HIGHWAY TRAFFIC SAFETY ADMINISTRATION

• Serve as the initial and central point of contact for callers from the general public seeking to obtain or report information pertaining to motor vehicle and highway safety.

• Responsible for receiving and responding to complaints on possible safety defects in motor vehicles and motor vehicle equipment (e.g. child safety seats, airbags, tires, etc.)

• Interview callers and promptly and accurately document complaints in a standard Electronic Vehicle Owner Questionnaire (E-VOQ) form. E-VOQ forms must be completed in a consistently accurate, coherent and grammatically correct manner.

• Investigated and resolved customer concerns related to order inquiries and delivery tracking.

JAN 2016 – AUG 2017

TECHNICAL SUPPORT, APPLE iOS

• Performing routine hardware and software repairs and upgrades on iOS devices, coordinating vendor hardware repair.

• Providing a solid knowledge 93% resolution of iOS devices (iPhone) and (iPad) as well as (iMac) laptop computers, operating systems, applications and related peripherals.

• Active directory, Password resetting, ticketing systems experience, (iLog) being the ticketing system.

• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.

• Maintained detailed records of daily interactions with customers, including contacts, fulfillment actions, and processing of support agreements. EDUCATION

AUG 2000

BUSINESS ADMINISTRATION, CENTRAL CAROLINA COMMUNITY COLLEGE

• GPA 3.7

FEB 2020

OLC QUATERLY TRAINING COURSES, TSA HOMELAND SECURITY

• SECURITY-RELATED

3

• PASSWORD RESET /PIV ACCESS

• CA/CW

• AIR MARSHALL SECURITY PROCEDURE

• ITIL 4

It’s okay to brag about your GPA, awards, and honors. Feel free to summarize your coursework too.

SKILLS

• Analytical thinking

• Critical thinking

• VPN /PIV /Bit Locker

• DETAILED ORIENTED / PARIS/CA-CW

• UEM/Blackberry/Apple configuration

ACTIVITIES

Knowledgeable of inquiring the correct question to ask to get to resolution. Listening to detailed information while guiding the User making sure my next step is provided before next steps are taken. Management was very helpful informing me to make my support style a guidance and learning experience. Confidence in what information you present to the user is important. Key factor, if you are not confident in the information you are providing the user will not be confident receiving the information.

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