Technical Support Help Desk

Camillia Covington

Summerville, SC *****

************@*****.***

+1-551-***-****

Work Experience

Technical Support Analyst

Taskrabbit-Remote

April 2023 to October 2024

• Documented and submitted detailed bug reports into tracking system for website and mobile app

• Assisted with IT staff to create user friendly interface and FAQs

• Performed quality assurance tests for resolved platform issues

• Responded to user inquiries experiencing technical issues via chat thru help desk system

• Monitored the statues of issues and provided updates in a timely manner Customer Success Specialist (Remote)

Freedom Mortgage-Remote

February 2022 to April 2023

• Review, research, and correct documentation to minimize quality control errors

• Demonstrate an empathetic approach with clients while meeting customer expectations

• Utilize manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies

• Review documents to ensure that commitment conditions have been properly met and that all necessary information is in line for the closing process

• Provided technical support for online accounts and DocuTech issues Call Quality Analyst (Remote)

Premiere Response-North Bergen, NJ

January 2019 to November 2021

• Listened to live and recorded calls to evaluate customer interactions

• Analyzed data from call evaluations to highlight areas of improvement

• Assessed call quality based on predetermined criteria made by company

• Collaborated with learning and development training team for agent performance

• Assisted with multiple queues over various platforms via chat, email and social media Education

Associate in Dental Assisting

Institute of Health Education

Bachelors in Psychology

DeVry University

Skills

• Salesforce

• Citrix

• Data visualization

• IT Support

• Excel

• Live Chat

• Training & Development

• Help Desk

• Software Troubleshooting

• Jira

• Zendesk

• Google Data Studio

• Confluence

Contact this candidate