Remote Data Entry Clerk - Detail-Oriented Administrative Specialist

Lateisha Wicker

Austin, TX

) 512-***-**** **************@*****.*** LinkedIn

PRODUCT SUPPORT TECHNICIAN

Accomplished Product Support Technician with experience in product and IT support and customer service. Expertise in resolving technical issues, enhancing customer satisfaction, and streamlining support processes. Demonstrated ability to communicate effectively with diverse clientele, fostering positive relationships and ensuring optimal service delivery. Adept at leveraging technical knowledge to provide exceptional support, driving customer loyalty and retention. Strong analytical skills and a solutions-oriented mindset contribute to efficient problem-solving and continuous improvement in customer service operations. Dedicated to maintaining high standards of professionalism and excellence in all customer interactions.

CAREER HIGHLIGHTS

Delivered comprehensive product support for ordering system applications to thousands of staff members, including store management, improving order processing efficiency as a Product Support Technician at The Home Depot.

Responded to an average of 40 incoming calls daily, providing excellent customer support and effectively resolving customer issues, contributing to improved customer satisfaction as an IT Support Desk Agent.

Assisted customers with tracking packages, creating shipping labels, and scheduling pick-ups and deliveries, enhancing customer satisfaction and service efficiency as a Customer Service Representative at Harte-Hanks.

SKILLS & EXPERTISE

Customer Service

IT Support

Product Knowledge

Technical Troubleshooting

Problem-Solving

Communication

Client Relations

Customer Retention

Service Optimization

Process Improvement

Relationship Building

Conflict Resolution

Help Desk Management

Team Collaboration

User Training

PROFESSIONAL EXPERIENCE

PRODUCT SUPPORT TECHNICIAN 2015 – 2023

The Home Depot: Austin, TX

Delivered high-quality internal technical support to Home Depot’s store associates nationwide, enhancing overall technical efficiency and reducing downtime.

Provided in-depth application support via remote access, including VPN, resulting in seamless and secure remote troubleshooting for store associates.

Performed regular error troubleshooting, documentation, and escalation using ServiceNow ticketing system and Slack, ensuring timely resolution and clear communication channels.

Delivered comprehensive product support for ordering system applications to thousands of staff members, including store management, improving order processing efficiency.

Handled tier 1 and tier 2 support chats and calls, resolving issues promptly and maintaining high levels of customer satisfaction.

Answered and resolved webform IT ticket submissions via inbox, ensuring timely responses and reducing average resolution time.

IT SUPPORT DESK AGENT 2015 – 2015

Kforce Inc.: Austin, TX

Responded to an average of 40 incoming calls daily, providing excellent customer support and effectively resolving customer issues, contributing to improved customer satisfaction.

Supported in-store associates with troubleshooting The Home Depot's customer order system, ensuring smooth order processing and minimizing disruptions.

Resolved, ticketed, and escalated various errors and complications during different stages of customer order management, ensuring timely issue resolution and accurate order processing.

PROFESSIONAL EXPERIENCE (Continued)

CUSTOMER SERVICE REPRESENTATIVE 2015

Harte-Hanks: Austin, TX

Took inbound calls providing customer service for FedEx shipping and technical support for end users of FedEx.com, ensuring efficient resolution of customer queries.

Assisted customers with tracking packages, creating shipping labels, and scheduling pick-ups and deliveries, enhancing customer satisfaction and service efficiency.

Logged calls and utilized multiple programs simultaneously to perform various tasks while on the phone, adhering to standard operating procedures and maintaining high service quality.

Improved call logging accuracy and efficiency, contributing to a reduction in call handling time and enhancing overall customer support performance.

Additional Experience:

SHIFT MANAGER, Mangia Chicago Style Pizza 2010 – 2015

LIBRARY TECHNICIAN, Benson Latin American Collection At The University of Texas at Austin 2006 – 2010

CIRCULATION DESK CLERK, Walter Geology Library at The University of Texas at Austin 2005 – 2006

EDUCATION

The University of Texas at Austin, Austin, TX

Bachelor of Fine Arts in Studio Arts

ADDITIONAL CREDENTIALS

Technology & Tools Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher) / Microsoft Visio / Microsoft SharePoint / Adobe Photoshop / Google Docs / Google Drive / Google Calendar Google Plus / QuickBooks / Dropbox / Salesforce

Honors & Awards Best in Technology Award “Excellent Customer Service”

Homer Award “Excellent Customer Service”

Homer Award “Living Our Values”

Community Engagement Central Texas Food Bank

Interests Visual Art – Painting, Drawing, Digital Art and Illustration.

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