Shamica Poindexter

**** ******** ****, *** *

Greensboro, North Carolina

336-***-****

adxyux@r.postjobfree.com

Objective:

To obtain a position within a company utilizing my administrative knowledge and skills.

Education:

Anna Arundel Community College Arnold, Maryland

Certification of Computer Technology and Networking March 2009

Maryland State Department of Education Jessup, Maryland

Business Data Processing January 2008

Charlottesville High School Charlottesville, Virginia

GED June 1997

Employment History:

Tier 2 Senior Advisor Sept 2020- Present

Kelly Connect, Apple Greensboro, NC

Responsible for troubleshooting across multiple customer devices for varies issues when calls are escalated from Tier 1. Tier 2 answers consults and provides additional assisting to tier 1 advisors. Tier 2 is responsible for submitting and creating RTA tickets to the engineers as well as creating CS codes and CRU appeasements as goodwill gesture and inconvenience issues towards the customer.

Tier 1 Support Advisor at home Feb 2019- Sept 2020

Kelly Connect, Apple Greensboro, NC

Assist customers with technical device issues and Locating media purchases (music, apps, movies, etc) on various devices (smartphone, tablet, Mp3 player, etc Resolving user ID and password issue. Data sharing with Uninstalling/reinstalling basic software applications Verifying proper hardware and software configuration and setup, Power cycling devices, navigating customers through application menus, and troubleshooting email issues

Floor Support CSR Nov 2017- Feb 2019

Alorica, Verizon Wireless Greensboro, NC

Assist NEE agents by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Administrate coaching to express the skill for delivering the promise with a one call resolution,

Customer Service Representative, Dec 2016- Nov 2017

Alorica, Verizon Wireless Greensboro, NC

Assist customers with billing, service and account level questions and disputes. Administrate tier 1 troubleshooting steps by talking with customers by phone to resolve data, device and network problems and troubleshoots video and process orders for varies devices and accessories.

Community Outreach Advocate, AP June 2015- Dec 2016

Community Helps Network, Greensboro, NC

Inform individuals of the mental health services and other services provided by the company. Schedule appointments and transportation for clients to various locations, and answer phones, as well as schedule CCAs for clients. Met and greeted clients. Prepare intakes for assessments by therapists. Communicate with staff on daily schedules for the needs of clients.

Associate Professional, December 2014- June 2015

Trinity Behavioral Healthcare, PC Burlington, NC

Intensive In Home team member, performs intervention, Schedule appointments and transportation for clients to various locations, and answer phones, as well as schedule CCAs for clients.

Community Outreach Advocate, AP September 2013 – December 2014

Community Helps Network, Greensboro, NC

Inform individuals of the mental health services and other services provided by the company. Schedule appointments and transportation for clients to various locations, and answer phones, as well as schedule CCAs for clients. Met and greeted clients. Prepare intakes for assessments by therapists. Communicate with staff on daily schedules for the needs of clients.

Outreach Coordinator April 2013 - September 2013

Agape Homes Incorporated High Point, NC

Inform individuals of mental health services provided by company in local area.

Interviewed clients to ensure mental health services are needed.

Data Entry January 2013- April 2013

A&K Tax Services Greensboro, NC

Met and greeted clients. Enter client’s information into computer for tax preparation. Filed forms and tax documentation at end of tax year.

Professional Skills:

PC TECH– Intermediate

Skills:

Typing 31 wpm

Hardware setup on staff computers

Operating systems: windows 9x, nt 4.0, 2000, win xp

Applications: office 2003

Utilities: Norton Antivirus, ghost, partition magic

Hardware experience: desktops, laptops, printers: ACER, IBM LEXMARK, HEWLETT PACKARD, DELL

First Aid and CPR

NC Intervention

Motivational Interviewing

Contact this candidate