Technical Support Call Center

*** ***** **** *** ** BILOXI, MS ***** • ********@*****.*** • 980-***-****

KELVIN SANDERS

PROFESSIONAL SUMMARY

Experienced and results-driven professional with over 15 years of combined expertise in executive administrative support, technical services, and call center operations. Known for delivering high-level administrative assistance to executives, managing IT services independently, and providing exceptional customer support in fast-paced environments. Adept at multitasking, problem-solving, and streamlining operations to enhance productivity and client satisfaction.

EMPLOYMENT HISTORY

CALL CENTER REPRESENTATIVE (TECHNICAL SUPPORT)Mar 2017 -March 2025

AsurionRemote/Biloxi, MS

Provide technical support for Verizon devices, ensuring swift issue resolution and client satisfaction.

Surpass quality benchmarks with call satisfaction scores consistently above 90%.

Recognized for exceptional empathy and efficiency in customer interactions.

Handle high call volumes with professionalism and effective problem-solving.

Document and escalate complex cases using CRM tools for seamless case management.

Analyzed customer feedback trends to identify common issues, enabling proactive measures that reduced repeat calls.

Provided empathetic support to customers, fostering a positive experience that nurtured long-term loyalty.

OWNER / DESKTOP SUPPORT TECHNICIANFeb 2011 – May 2025

Affordable Computer RepairBiloxi, MS

Founded and managed a computer repair and IT support business, servicing both residential and small business clients.

Diagnosed and resolved hardware, software, and networking issues for Windows and Mac environments.

Installed operating systems, conducted virus removal, data recovery, and custom PC builds.

Managed billing, customer service, inventory, and vendor relationships.

Built a loyal customer base through quality service, affordability, and trust.

Key Achievements:

Maintained a 95%+ customer satisfaction rating over a 14-year period.

Reduced client downtime by 60% through proactive maintenance and training initiatives.

EXECUTIVE ADMINISTRATIVE ASSISTANTJun 2010 - Jun 2018

Goodwill Industries of South MississippiGulfport, MS

Providing executive-level administrative support to senior leadership, ensuring efficient office operations and calendar management.

Coordinated internal and external communications, meetings, and travel logistics.

Maintained confidentiality while managing sensitive HR, financial, and organizational documents.

Played a key role in scheduling, documentation, event coordination, and operational support across departments.

Trained and supported junior administrative staff and volunteers, promoting best practices and organizational policies.

Key Achievements:

Improved executive productivity by optimizing calendar scheduling and internal communication workflows.

Successfully organized annual board meetings, staff training, and fundraising events with over 100 participants.

EDUCATION

AA BUSINESS ADMINISTRATION1983

Central Piedmont Community College

DIPLOMA1981

Myers Park High School

SKILLS

Problem Solving, Customer Service, Technical Support, Windows, macOS, Networking, Microsoft Office, TeamViewer, LogMeIn, iOS, Android, Calendar Management, Event Planning, Data Entry, CRM Systems.

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