Customer Service Technical Support
Resume:
Kea Baldwin
********@*****.***
Team player with strong oral and written communication skills and an analytical and problem solving aptitude. Bringing exceptional coaching and interpersonal skills to inspire, and technical and business skills to provide superior customer service.
Work Experience
T1 ios technical support advisor
Kelly Connect/Apple - Las Vegas, NV
June 2018 to Present
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Act as the initial point of contact for all computer and system related concerns from clients or other employees
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware
• Maintain a working log detailing all required system updates, as well as the date of completion
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
• Resolve technical issues related to network interruptions
• Actively update, maintain and monitor all aspects of computer networks Rural Carrier Associate
United States Postal Service - Jonesboro, GA
October 2016 to March 2018
Sort and bundle incoming mail, placing special focus on areas that they need to be delivered to
• Ascertain that mail such as parcels, packages and letters are properly bundled according to their type and delivery location
• Place all bundled mail in different sacks and load them onto assigned delivery vehicle
• Ascertain that work orders for all assigned mail is obtained from the supervisor
• Map appropriate routes using both the GPS and standard maps, ensuring that the shortest and safest routes are determined
• Drive assigned delivery vehicle to different delivery destinations in a time efficient manner
• Verify addresses on work orders and parcels / packages / envelopes with actual addresses
• Hand over mail to customers by first verifying their identities and ensure that any needed signatures are obtained
• Deliver COD (cash on delivery) parcels, obtain signatures on receipts and ensure that the right amount of payments are made
• Relay all delivery information to the postal station and communicate any problems such as route problems in rural areas to the supervisor
• Ascertain that the assigned vehicle remains in good repair and that minor maintenance and repair work is timely performed
Concierge
05 Buckhead Luxury Apartments - Atlanta, GA
February 2016 to March 2017
Served as the guest's liaison for both hotel and non-hotel services. Functions are an extension of front desk agent duties. Assisting the guest and residents regardless of whether inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. Knows how to provide concise and accurate directions. Makes reservations and obtains tickets for flights, the theater, or special events. Generally making the impossible, possible are all par for the course. Assistant Manager
Encore - Morrow, GA
November 2013 to April 2016
Served as an operations manager deputy; assisted in managing [branch/store/bank] operations. Created and prepared 20 weekly and monthly status reports to ensure clients consistently received timely and complete information.
Investigated and resolved customers issues and complaints regarding operational matters - Handled all queries and client feedback in a professional manner Supported manager in performing functions such as staffing, training, and expanding business plans. Education
Associate in Criminal Justice
Atlanta Metropolitan State College - Atlanta, GA
2016 to 2017
High School Diploma
Mount Zion High School - Jonesboro, GA
Skills
• Customer Service (6 years)
• Microsoft Office (10+ years)
• Public Relations (2 years)
• Technical Support (1 year)
• Assistant Manager Experience (3 years)
• iOS
• Mac OS
• Microsoft Windows
• Network Support
Certifications and Licenses
T1 technical support advisor
September 2018 to Present
Assessments
Proficiency with Microsoft Office: Mail & Calendar (PC) — Highly Proficient April 2019
Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Highly Proficient
Cognitive Ability — Highly Proficient
April 2019
Measures a candidate's ability to combine pieces of information to form general rules or conclusions. Full results: Highly Proficient
Sales Skills: Influence & Negotiation — Proficient April 2019
Using influence and negotiation techniques to engage with and persuade customers. Full results: Proficient
Verbal Communication — Proficient
April 2019
Measures a candidate's ability to effectively convey information when speaking. Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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