Customer Service Technical Support

Tomika Roberts

Garfield Heights, OH

216-***-**** *******.******@*****.***

PROFESSIONAL SUMMARY

Dynamic and results-driven professional with extensive experience at Transcom, excelling in customer service and technical support. Proven ability to resolve complex issues while enhancing client satisfaction. Skilled in software troubleshooting and conflict resolution, demonstrating strong interpersonal skills and a commitment to continuous improvement in fast-paced environments.

SKILLS

Customer service

Time management

Microsoft office Suite

Software troubleshooting

VPN

Windows

iOS Operating systems

Help desk

Conflict resolution techniques

Healthcare systems

Strong interpersonal skills

Professionalism and ethics

Regulatory compliance awareness

Problem-solving abilities

Customer engagement

Manage renewals

Analytical skills

Multitasking

Reliability

Self motivation

Professional demeanor

Call center customer service

Quality assurance requirements

Attention to detail

Product knowledge

Decision-making

Multitasking Abilities

EXPERIENCE

OCTOBER 2023-CURRENT

Health Insurance Representative

LanceSoft Cleveland, Ohio

Offered to assist with additional tasks to keep projects on-task and meet tight deadlines.

Performed manual labor tasks to detailed instructions from supervisors.

Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities.

Delivered exceptional customer service to bolster strong relationships and build positive experiences.

Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace.

Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.

Documented, researched, and resolved customer service issues.

Delivered fast and friendly service to handle questions and service complaints.

Approached and solved problems with initiative and sound judgment.

Identified issues and solutions to eliminate backlog and maximize workflows.

JUNE 2016-JULY 2023

Senior Customer Service / Technical Support Representative

Transcom Denver, CO

Guided calls using excellent communication skills and decisive approach.

Guided users with troubleshooting using diagnostic tools.

Diagnosed and resolved technical hardware and software issues.

Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.

Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.

Identified and resolved issues using software and hardware.

Scheduled service maintenance for damaged hardware and software.

Heavy inbound calls

Delivered exceptional customer service by actively listening to concerns and addressing them promptly.

Provided remote technical support to clients using various communication channels.

Conducted regular follow-ups with customers to ensure issue resolution and satisfaction.

Resolved customer issues by troubleshooting software and hardware problems.

EDUCATION

Associates degree - Business

Bryant and Stratton College, Cleveland, OH

May 2006

Graduated summa cum laude

GPA: 3.7

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