Technical support professional
Resume:
KARON T. THOMAS
TECHNICAL SUPPORT ANALYST
*******@*****.***
SKILLS & ABILITIES
20+ years Customer and Technical support professional. Dedicated to exceeding customer expectations.
Expert in Technical troubleshooting and handling customer service issues. Manage product data
Provide manufacturers with training and support to update and maintain product information.
Act as the primary point of contact between GPC and our Supplier and Customers. EXPERIENCE
03/2016 to Current Genuine Parts Company
US IT Analyst Jr
Ensure seamless communication and collaboration between cross- functional teams (Category, Operations, Supplier, UX, Product, and Engineering) to ensure a smooth flow of information into, and out of, our core systems
Optimize our customers’ experience using a variety of inputs, and clearly articulate rationale and data behind decisions
Facilitate the exchange of product and vehicle information, assets, and updates, ultimately enhancing our product listings and business performance
Manage product data, digital assets, and content within GPC PIM, ensuring accuracy, completeness, and consistency across all product records
Act as the primary point of contact between GPC and our Supplier Partners, facilitating effective communication, onboarding and information exchange
Provide manufacturers with training and support to update and maintain product information, fitment, assets, and specifications
Conduct regular audits and quality checks to ensure that product data and content meet industry standards and best practices
Address and resolve any issues or discrepancies related to product data or content
10/2014 to 03/2016 Credorax Bank NA, INC. MALPB
Technical support Officer
Answered inquiries by researching and providing accurate information.
Escalated unresolved issues to second line support when needed.
Monitored systems to ensure transaction processing times. Maintained database screens to ensure Network efficiency. Assisted Sales Operations manager with Resolving
customer complaints.
Set up Adhoc reports to ensure automatic reports are set to be sent and coded properly.
EDUCATION
2007-2008 Clayton State University
A+ Certification for Hardware and Software
COMMUNICATION
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively with writers, editors, and other stakeholders.
LEADERSHIP
Coaching and developing new agents.
Floorwalker responsible for assisting agents with escalated issues. Provided feedback to Agents/supervisors and Managers regarding agent performance.
Approved and rejected software and Terminal replacement orders placed by Helpdesk agents.
Conducted calibration sessions with Call center management team to review random agents recorded calls.
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