Customer Service Technical Writer
Resume:
Ebony J. Howard
************@*****.***
PROFESSIONAL SUMMARY
Dedicated Technical Writer and Quality Analyst with a proven record of accomplishment in technical support and customer service. Recognized for leading initiatives that enhance customer experience and relations. Instrumental in helping to secure multi-million-dollar deal and driving company growth. Meticulous and committed to achieving results. EDUCATION
Bachelor of Arts in Africana Studies, University of Pittsburgh, Pittsburgh, Pennsylvania
SKILLS
• Proficient in Microsoft Word, Excel, and PowerPoint
• Auditing
• Technical Support/Troubleshooting
• Excellent Verbal and Written Communication Skills RELEVANT WORK HISTORY
Technical Writer
Stratix, Norcross, Georgia
October 2021 – October 2024
• Wrote and edited technical documentation for
internal and external use
• Collaborated with subject matter experts to
ensure accuracy and clarity of content
• Developed and maintained documentation
standards and templates for easier
communication between agents and our
customers/clients.
• Trained and supported team members on
documentation processes and tools
Team Lead/Subject Matter Expert
Stratix, Norcross, Georgia
December 2020 – October 2021
• Provided leadership and subject matter
expertise to team members
• Assisted in the development and
implementation of new processes and
procedures
Quality Audit Analyst
Stratix, Norcross, Georgia
September 2018 – December 2020
• Monitored and evaluated agent interactions
within the Mobile Operations Center (MOC)
• Provided targeted feedback and coaching to
improve agent performance and customer
satisfaction
• Collaborated with managers and trainers to
enhance processes and drive agent success
• Contributed to the development of evaluation
criteria for agents
• Introduced sales team to a new opportunity for
the company through an audit which lead to a
multi-million-dollar deal and a new vertical for
the company in the education sector
Technical Support Specialist
Stratix, Norcross, Georgia
February 2017 – September 2018
• Delivered exceptional technical support and
customer service to callers in the MOC
• Recognized by aviation customers for superior
service two years consecutively
• Maintained quality scores above 80%
• Played a key role in improving communication
between Stratix and Southwest Airlines bases
by developing templates for the entire team to
use that lead to smoother communication.
Customer Service Representative
Working Solutions/StubHub Work-at-Home, Jonesboro, Georgia
May 2014 – April 2017
• Provided outstanding customer service via
inbound/outbound calls and chats to ensure
best fan experience
• Resolved technical issues and provided
troubleshooting aid for StubHub users
• Managed orders and communications across
multiple platforms securely
Customer Service Representative
Working Solutions/The Jones Group Work-at-Home,
Jonesboro, Georgia
November 2013 – October 2016
• Exceeded client expectations for call
performance and work adherence
• Received monetary bonuses for outstanding
performance
• Handled customer complaints and accolades
effectively
Administrative Assistant
International Body Wraps, Atlanta, Georgia
May 2013 – October 2013
• Organized client files to optimize office space
• Scheduled appointments and managed email
campaigns
• Provided comprehensive administrative
support to company owners
Customer Service Representative
LogistiCare, Atlanta, Georgia
July 2008 – May 2009
• Processed customer service requests with high
accuracy
• Demonstrated thorough knowledge of state
regulations
• Handled member and facility inquiries and
resolved complaints
Customer Relations Specialist
LogistiCare, Atlanta, Georgia
August 2007 – February 2008
• Prepared quality control reports for corporate
headquarters
• Conducted member surveys to gauge
transportation experience
• Established customer relations department
leading to new job creation
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