Customer Service Support

Taeson Black

Hughesville, MD ************@*****.*** 301-***-****

CAREER SUMMARY

Dynamic and customer-focused professional with expertise in retail, technology consulting, and cloud solutions. Skilled in providing personalized tech support, optimizing operations, and driving customer satisfaction across diverse sectors. Demonstrated success in mentoring teams, improving processes, and identifying growth opportunities that enhance business outcomes.

SKILLS

-Professional skills: Tech sales, pre-sales, technical presentations, customer support, customer success management, customer engagement, client-facing, technical solutions, account management, solution architecture, marketing

-Technical skills: Javascript, React, Nodejs, SQL, Prisma, HTML/CSS, Express, Git/Github, Bash/shell scripting, Python, DevOps, IBM cloud, Cloud integrations, Software and Hardware troubleshooting/testing/installation, Generative AI, Microsoft Office, Ticketing systems, Salesforce, Cognos Analytics, POS systems

WORK EXPERIENCE

Assistant Manager Gamestop 2024-Now

Providing exceptional customer service and tailored gaming solutions while supporting store operations and fostering guest loyalty.

●Enhanced the guest experience by providing prompt and courteous assistance, recommending gaming solutions, and promoting loyalty programs, leading to increased customer retention and satisfaction.

●Maintained operational excellence by accurately processing purchases and returns using the POS system, managing daily transactions, and adhering to loss prevention practices.

●Supported store success by restocking merchandise, conducting inventory checks, and supervising sales associates to ensure a seamless shopping experience in the absence of management.

Technical Consultant Target 2024-2025

Delivered expert technology solutions and exceptional customer service through personalized engagement, product knowledge, and tailored recommendations.

●Provided exceptional guest experiences by authentically engaging customers, tailoring interactions based on their needs, and providing expert advice on trending technologies, resulting in increased customer satisfaction and trust.

●Optimized sales and operations by maintaining accurate signage, ensuring product availability, conducting live demos, and showcasing product benefits to create an inviting shopping environment and boost category performance.

●Promoted brand value and compliance by advocating for owned-brand benefits like extended warranties, adhering to ethical standards, and identifying and resolving safety hazards to support a secure and efficient workplace.

Cloud Technical Solutions Specialist IBM 2021-2024

Accountable for overall technical strategy, opportunity identification, and client success.

●Guided two groups of interns, providing hands-on training, resources, and support that significantly boosted their technical and professional skills. This mentorship program enhanced team productivity, increased intern engagement, and strengthened the company’s talent pipeline by helping interns transition to full-time roles.

●Initiated and led efforts to create standardized collaboration processes across teams, promoting transparency, improving workflow efficiency, and reducing project timelines. These practices enabled smoother communication, faster decision-making, and better alignment on company objectives, ultimately increasing cross-departmental productivity.

●Acted as the go-to resource for platform-related insights, providing expert guidance and troubleshooting support. My expertise accelerated project timelines, reduced downtime, and allowed teams to leverage platform features more effectively, resulting in improved project outcomes and enhanced user experience.

●Identified and pursued strategic opportunities in previously untapped markets, developing tailored solutions and proposals that resonated with potential clients. This effort led to over $4 million in new business prospects, significantly contributing to revenue growth and positioning the company as a leading provider in new market segments.

EDUCATION

Bachelor of Science-Bowie State University - Bowie, MD

Computer Science

ADDITIONAL CERTIFICATIONS

CIW – HTML5/CSS3, Javascript (2015)

Codecademy – JavaScript and Full Stack Development (2024)

IBM – IBM Cloud, IBM Sales, Enterprise Tech Sales (2021-24)

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