Technical Support Talent Acquisition

LANITA T. DRAKE

****B Brandshier LN

Dublin, OH *3017

Contact: 313-***-****)

Email: ***********@*****.***

PROFESSIONA L SUMMARY

Highly organized professional Technical Support Supervisor with extensive experience, talent acquisition, succession planning, social media management, technology integration, and business development. Passionate individual, dedicated to inspiring high productivity levels. Adept at developing and implementing effective technical strategies, as well as analyzing data to initiate process improvement and performance gaps. Versatile leader, proficient at developing and collaborating cross-functionally with high-performing teams, to achieve operational goals and excellence.

CORE COMPETENCIES

Effective Communication Performance Management Organizational and Analytical Skills

Training & Development Attention to Detail Problem Solving Leadership/Teamwork Employee/Client Relations

CAREER HISTORY

VERIZON WIRELESS

Digital Technical Support Champion II JAN 2016 OCT 2024

Demonstrated proficiency in conflict resolution, communication, and problem-solving, driving high levels of customer satisfaction and loyalty.

Collaborated effectively with team members to meet and exceed service goals.

Adapted to changing customer needs and maintained a flexible approach in fast-paced environments.

Delivered efficient, empathetic service that supported positive customer experiences and business outcomes.

VERIZON WIRELESS

Technical Support Supervisor AUG 2013 - APR 2016

Supervised a team of 13+

Conduct morning team meets, monitor and developed team to increase monthly / overall performance

Developed team in product and service sales

Boost team moral for top performance

Mentored and developed team leaders

Approved Employee time

Assisted with online technical support, chat, troubleshooting as needed

VERIZON WIRELESS

Internet Email Correspondence MAY 2012 APR 2013

Nurtured strong working relationships with customers, ensuring their needs were met while exceeding expectations on deliverables.

Analyzed data to identify root causes of problems and recommend corrective actions.

Provided technical support for troubleshooting analytics and reporting issues.

Updated and developed scripts to help with efficiency. Identified patterns and trends in large data sets and provided actionable insights

VERIZON WIRELESS

Customer Service / Technical Support JAN 2007 MAY 2012

Nurtured strong working relationships with customers, ensuring their needs were met while exceeding expectations on deliverables.

Analyzed data to identify root causes of problems and recommend corrective actions.

Provided technical support for troubleshooting analytics and reporting issues.

Updated and developed scripts to help with efficiency. Identified patterns and trends in large data sets and provided actionable insights.

PREVIOUS EXPERIENCE

Stillman Law Office

Collection Agent /Bloomfield, MI JAN 2004 JAN 2007

FORD Motor Company

Customized Production. Dearborn MI. MAY 2003 JAN 2004

Comerica Bank

Accounts Payable / Accounts Receivables. JAN 2001 MAY 2003

Ameritech

Collections Agent. SEPT 1995 JAN 2001

Public Service Credit Union.

Bank Teller. FEB 1992 JUL 1995

EDUCATION & CERTIFICATION

Bachelor of Business Management 2017

University of Phoenix, Phoenix AZ

Master of Management 2019

University of Phoenix, Phoenix AZ

TECHNICAL ACUMEN

Microsoft Suit, Microsoft Word, Excel, PowerPoint, Outlook, Lexus Nexus, PeopleSoft, Workday, Live Engage, Jabber, Live Person, Slack

REFERENCES

Available on Request.

Reference:

LANESHA SUTHERLAND. *************@*****.*** 313-***-****

HEATHER GRANT. *******.*****@***.*** 614-***-****

JAMIE JACKSON. ********@*******.*** 614-***-****

JUDITH DRAKEFORD. *************@*****.*** 313-***-****

Contact this candidate