Data Entry Technical Support

Jamecia Kinslow

Parker, CO 980-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented and tech-savvy professional with 8+ years of experience in customer service, data management, logistics, and technical support. Skilled in troubleshooting, software imaging, CRM systems, and performance analytics, with a proven ability to optimize workflows and resolve customer inquiries efficiently. Highly adaptable to evolving technology and process improvements, ensuring quality control and operational excellence in fast-paced environments. Expertise in data entry, technical support, HR administration, and IT operations, with a keen ability to streamline processes and enhance productivity.

CORE SKILLS & COMPETENCIES

Technical & Administrative Skills: Hardware & Software Troubleshooting Bench Repairs Data Entry & Documentation OS Imaging & Software Installation CRM & ERP Systems (Salesforce, Zendesk) Order & Inventory Management Microsoft Office (Excel, Word, Outlook, PowerPoint, Teams) Google Workspace Data Anaylsis Remote Communication Tools (Slack, Teams, Zoom)

Customer Service & Call Center Skills: Data Entry Documentation Technical Support & Customer Retention Inbound & Outbound Support Quality Assurance & Compliance Billing & Order Processing HR Administrative Support Performance Metrics & Data Analysis Employee Training & Onboarding

Soft Skills: Critical Thinking Problem-Solving Team Collaboration Attention to Detail Multitasking Strong Written & Verbal Communication Adaptability to New Technologies Self-Starter Time Management

PROFESSIONAL EXPERIENCE

Depot Technician Parker, CO

Accucode 11/2024 – Present

Diagnosed hardware/software issues and repaired point-of-sale (POS) equipment, ensuring 100% functionality before deployment. Imaged and configured OS and firmware onto retail scanners and IT hardware, maintaining a 99% accuracy rate.

●Troubleshot technical issues, repaired components, and documented repairs in the system for efficient tracking.

●Collaborated with networking teams and warehouse staff to manage inventory and meet shipping deadlines..

●Maintained a clean, organized, and fully stocked work environment to improve efficiency and reduce downtime.

Call Center Sales Retention Representative Charlotte, NC

Spectrum 03/2024 – 10/2024

Managed 50+ inbound customer calls daily, assisting with billing, pricing, technical support, and product retention.Achieved an 85% customer retention rate, saving thousands in revenue through strategic problem-solving.

●Processed 100+ orders daily in the CRM system, ensuring accurate data entry and seamless order fulfillment.

●Utilized CRM tools (Zendesk, internal databases) to document and escalate technical issues effectively.

●Consistently ranked in the top 10% of the team for performance metrics, including call handling time and customer saves.

●Maintained a 100% compliance and Quality Assurance Score, ensuring all customer interactions met company standards.

●Trained and mentored 5+ new hires, ensuring consistent onboarding and adherence to company retention strategies.

Customer Service Lead Server Fayetteville, NC

First Watch 11/2019 – 02/2024

Delivered high-quality customer service, maintaining a 99.5% accuracy rate in POS transactions. Facilitated new hire training, improving team productivity and customer satisfaction. Managed customer records and order history, improving service efficiency by 15%.

●Handled high-volume transactions and data entry with a 99.5% accuracy rate using POS systems.

●Maintained detailed customer records and order history, improving service efficiency by 15%.

●Consistently received recognition from customers for providing top-notch service, as reflected in positive Google Reviews.

Retention Supervisor Tarboro, NC

Centurylink 09/2018-10/2019

Supervised 13 representatives, developing retention strategies to enhance customer satisfaction. Created sales campaigns and training programs to drive performance and meet retention goals.

●Monitored QA scores, adherence policies, and call metrics, implementing improvements to boost performance.

●Acted as primary escalation contact, resolving complex customer concerns and complaints efficiently.

●Led hiring, training, coaching, and performance evaluations to build a high-performing team.

●Recognized as "Superstar of the Month" for outstanding leadership (2018-2019).

●Created an incentives program to boost employee morale to accomplish productivity objectives

Consumer Retention Specialist Tarboro, NC

Centurylink 08/2017-09/2018

Successfully retained 85% of clients by resolving service-related concerns and providing comprehensive technical support for software, hardware, and connectivity issues. Coordinated and expedited over 100 field service visits, effectively addressing client complaints and reducing dissatisfaction by 50%.

Resolved technical issues by troubleshooting, diagnosing technical issues, and guiding clients through solutions.

●Resolved technical issues through troubleshooting and diagnostic techniques, guiding clients to effective solutions.

●Negotiated past-due payments and processed credit and debit card transactions with precision.

●Acted as a peer consultant on the Code of Conduct, Data Privacy Policies, and Business Process Standard Operating Procedures.

●Maintained a Quality Assurance Score of 99% or better, consistently demonstrating a high standard of service quality.

Retail Sales Associate Monroe, NC

Sprint 01/2015-06/2017

Collaborated with leadership to develop strategic initiates to improve customer satisfaction. Met daily performance metrics resolving mobile diagnostic concerns while accurately documenting caller accounts and provisionary codes.

●Specialized in policy education and compliance serving as a peer consultant on Code of Conduct, Data Privacy Policies, and Business Process Standard Operating Procedures.

●Scheduled and managed coverage for call volume.

●Trained functional-level leaders on best practices: interviewing, hiring, firing, and retaining employees.

EDUCATION

Physical Therapy 2010

Campbell University Fayetteville, NC

High School Diploma 2008

Pine Forest High School Buies Creek, NC

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