Customer Service Technical Support

Ta-Kiesha Jones

*** ******** ****, *******, ** **824 689-***-****

*************@*****.*** LinkedIn Profile

https://www.linkedin.com/in/ta-kiesha-jones-bb674274

Professional Summary

Results-driven Customer Service Representative with over 20 years of experience in telephone customer service, sales, technical support, and customer care. Adept at utilizing major customer service software, resolving conflicts efficiently, and maintaining a positive, solution-focused attitude. Currently pursuing a degree in Information Technology with a focus on Cyber Security. Seeking to leverage expertise in customer service and technical support to excel in a managerial role.

Education

Florida Technical College (Ongoing) Enrolled January 9, 2023

Pursuing a Bachelor’s Degree in Information Technology – Cyber Security

Earned Computer Support Technician Certificate (September 14, 2023)

A.J. Dimond High School, Anchorage, AK

High School Diploma

Professional Experience

Customer Service Representative

BroadPath for Express Scripts (Remote) Jan 2023 – Nov 2023

Managed high-volume inbound and outbound calls

Transferred patients to the correct doctor's office

Scheduled procedures for multiple medical offices

Processed prescription refill requests

Customer Service Representative

Everise/Wellforce (Remote) Nov 2021 – Jan 2023

Assisted patients by directing them to the appropriate medical office

Coordinated scheduling for multiple healthcare providers

Handled inbound and outbound calls professionally

Processed prescription refill requests

Customer Service Representative

Concentrix (Remote) May 2020 – Oct 2021

Managed high volumes of customer inquiries via phone and email

Answered customer questions and provided account assistance

Transferred clients to the appropriate department for further support

Technical Support Tier 2

CenturyLink July 2014 – Nov 2019

Provided technical support to diagnose and resolve software and hardware issues

Responded to customer calls and electronic inquiries regarding CenturyLink services

Created trouble tickets and escalated unresolved issues when necessary

Coordinated with internal teams to ensure service restoration

Skills & Competencies

• 20+ years in customer service, 5+ years in technical support

• Proficient in CRM software and EPIC systems

• Strong phone communication & active listening skills

• Multitasking and problem-solving abilities

• Ability to handle high call volumes efficiently

Contact this candidate