Data Entry Technical Support
Resume:
`` Kelvin Walker
*****************@*****.***
Objective
Seeking a dynamic customer service role where I can leverage my excellent communication skills and empathetic nature to enhance customer satisfaction and drive team success. Professional Summary
Professional experience as a Technical Support Representative Tier II, Administrative Assistant, Project Coordinator, and Network Support Specialist with 8 years of experience supporting companies such as ADT and Verizon
Technical competencies include, but are not limited to, FIOS, Qfiniti, and Nexidia Proficient in Microsoft Office and Outlook
Assist in all areas of administrative work, including data entry, receptionist duties, file organization, and research and development
Strong communication skills, adaptability, and a proactive approach to problem-solving in fast-paced environments. Dedicated to fostering positive customer experiences. Proven aptitude in resolving issues efficiently and enhancing client satisfaction. Skills
Customer Support
Data entry documentation
MS Office (Excel, PowerPoint)
Project coordination
Administrative duties
SAP
File/record maintenance
Outlook
Education
Everest College
Associate in Applied Science: Criminal Justice.
Graduated with honors, maintaining a 3.8 GPA. Led a successful team project that received faculty recognition and developed strong skills in time management and collaboration. I volunteered as a peer tutor, helping fellow students excel in their courses. These experiences honed my leadership, communication, and problem-solving skills, preparing me for my future academic and professional endeavors.
Professional Experience
Assistant Operations Store Manager
Dollar Tree
September 2023-Current
Oversee all store operations
Managing inventory supply, store layout, and design, Ensure employee and customer safety and security
Implement internal controls for deposits, cash, and card handling Customer Care Representative
First Screen (Hybrid)
July 2022-March 2023
Addressed inbound calls regarding service complaints from mobile users. Performed filing, scanning, and various clerical tasks. Provided effective solutions and managed data entry in SAP. Created records, tracked documents, and typed correspondence. Conducted follow-up outbound calls to ensure customer satisfaction Maintained records of customer interactions and updated accounts Texas Department of Transportation (Contract)
May 2022-July 2022
Supported all administrative tasks: data entry, reception, file organization, research, and development.
Managed user tickets, ensuring compliance with SLAs. Processed and tracked orders to successful completion. Created and submitted monthly employee invoices.
Technical Support Representative (Merchant Services) Bank Of America (Contract)
October 2021-March 2022
Provided technical support for merchant processing Responsible for assisting clients with technical support of merchant processing hardware/software. Ability to rapidly diagnose customer issues and problem-solve with urgency. Troubleshooting inquiries and resolution of problems via various methods: telephone, Email, chat, or fax.
Call Analyst
Verizon (Remote)
September 2019-May 2021
Gather data to enhance technical support agents' performance. Suggest management strategies to meet productivity standards. Provide daily reports and analyze call flow, trends, and service levels during calibration. Network Support Specialist
Revo America
June 2018 – August 2019
Analyzed, tested, troubleshooted, and evaluated existing LAN and WAN networks. Configured IP addresses and network settings for devices like cameras and video servers. Performed repair and maintenance on computer hardware and software applications. Technical Support Tier II
Central Security Group, Inc
March 2015 - April 2018
Provide technical support to customers via phone, email, and chat. Troubleshoot and resolve system issues promptly.
Assist in the installation and configuration of security systems. Document all support interactions and resolutions. Educate customers on system functionalities and best practices. Stay updated on new products and technologies.
Technical Support
Verizon Fios
October 2014 – February 2015
Managed high-volume calls
Delivered comprehensive customer support and solutions. Researched, resolved, and followed up on customer issues. Identified opportunities to upsell products and services. Technical Support
ADT Security Services
August 2013 – September 2014
Responded to incoming calls from residential and small business customers. Diagnosed and resolved technical issues using various diagnostic tools. Activated accounts for customers interested in new services. Customer Service Representative
PFS Web
March 2011 – July 2013
Communicated with customers via phone, both inbound and outbound, to provide product and service information, process orders, cancel accounts, and gather complaint details. Ensured resolution of customer issues by verifying appropriate changes. Escalated unresolved grievances to the relevant departments for further investigation Customer Care Agent
Aegis Communication Group
June 2008 – March 2011
Answered incoming customer calls and built strong rapport. Acquire over 200 Customers monthly.
Resolved issues with medical insurance claims.
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