Customer Service Technical Support

Lakeesha Veasey

*** ****** *** ** *** *** Newport News Virginia 757-***-**** ********.*@******.***

Profile

Collaborative team player with an ownership mentality. Analytical, energetic, and detail-oriented with broad experience in Customer Service, Banking, Mortgage Processing, Software/Troubleshooting and Payment Processing. I have a proven track record of meeting assignment deadlines and outstanding production. I am experienced in creating and implement programs to streamline data and able to independently resolve challenges with strategic solutions.

Experience

TIER 2 TECHNICAL SUPPORT H & R BLOCK OCTOBER 2023 TO MAY 2025

·Assist Contacts with password reset and help navigate software, such as Block Academy, WorkCenter, BlockWorks, and Appointment Manager

·Troubleshooting to install scanners & printers to all workstations

·Reimagine PC’s, while being remote into Workstations

·Ensure the effective date has passed, along with current credentials

·Escalate cases to dispatch a Field Technician, Telecom, and Tier 3 Technicians.

·Maintain production standards and production requirements

·Comply with standard protocol for processing problem claims

·Utilize problem solving skills to make independent decisions

·Excellent written and verbal communication skills

·High level of proficiency in Microsoft Office (Word, Excel)

·Organize and maintain workload, ability prioritize work accordingly

·Exceptional quality during phone interactions

·Train New Employees

CLIENT REPRESENTATIVE CAPITAL GROUP AUGUST 2022 – JULY 2023

·Assist Clients with transaction history, balance inquiries and check status

·Reviewed applications for completion, verification of ACH purchases, check writing and address updates

·Implemented transfers, taxes withheld, check stop/reissue and established new accounts

·Coordinate, conduct and document all exchanges with AWP/AIP

·Providing thorough investigation account transactions

·Analyze and research reports with errors, maintained spreadsheets with errors and corrections for service level agreements

CUSTOMER SERVICE REPRESENTATIVE FANUEIL JUNE 2021 – AUGUST 2022

·Assisted Claimants with filling out the UI claim online

·Verify account information by demographics

·Determine account status to turn on, off, or reconnect Gas services

·Monitor and process payments, access EWQ for waivers and early termination fees

·Collaborate with various departments to optimize the customer experience

·Responsible for accuracy of data entry related to the account

SUPPORT TECH/ADMIN ASSISTANT FRESNO CITY COLLEGE AUGUST 2016- MAY 2019

·Assisted and provided troubleshooting resolutions with diagnostic testing

·Monitor and oversee software, hardware, and network requests received via walk-in, phone, or email

·Assisted students and staff with log-in errors or other technical support issues

·Assisted college employees regarding problem solving, training, or equipment delivery and pick up.

·Researched as needed and keep up to date with applicable regulatory standards, quality assurance program, and standard operating procedures.

Education

FRESNO CITY COLLEGE 2016 - 2019

HERITAGE HIGH SCHOOL 1997 - 2001

Skills and Certifications

·Proficient in Microsoft, Office, Word, Excel, Adobe, PowerPoint

·Ten-Key Certificate of Proficiency

·Business Office Math Fundamental Certificate

·Legal and Paralegal Certificate

·Ability to work independently, as well as with a team

·Ability to demonstrate leadership capabilities and independent thinking

·Effective and professional communication skills

·Demonstrated problem solving skills and analytical skills

·The ability to work in a fast paced/production environment

References

Erica Abbs – Fresno City College – 559-***-****

Latasha Marin – Fresno EOC – 559-***-****

Crystal Pitts – Powhatan Plantation – 757-***-****

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