Versatile Technical Support Specialist with Care Skills
Resume:
Brittani Roberts
Combining a diverse skill set can lead to a fulfilling and dynamic career path. Customer service experience provides a foundation for effective communication and problem-solving. Proficiency in BLS and CPR demonstrates a commitment to safety and well-being. The ability to teach reflects strong communication skills and a capacity to impart knowledge. Healthcare experience offers insight into patient care and medical environments. Skills in IT tech support enhance problem-solving and technical proficiency. Embracing such varied abilities can create significant career advantages. Such a collection of aptitudes suggests a versatile and adaptable professional.
Jonesboro, AR 72405
***************@***.***
Professional Summary
Diligent technical support agent with 10+ year of experience in customer service and IT support. Proficient in troubleshooting software and hardware issues while maintaining a high level of professionalism and empathy. Certified in Adult and Pediatric First Aid/CPR/AED, bringing essential healthcare skills to enhance patient interactions in urgent care settings. Committed to delivering exceptional service and support in fast-paced environments. Authorized to work in the US for any employer
Work Experience
Technical Support Agent
Transcom Inc.-Remote
June 2023 to January 2024
• Provided technical support to customers via phone, email, and chat, troubleshooting software and hardware issues
• Assisted customers in setting up new accounts, configuring devices, and installing software applications remotely
• Documented all customer interactions and solutions in a CRM system to ensure accurate tracking of issues and resolutions
• Provided step-by-step instructions to customers on how to troubleshoot common software errors or perform basic maintenance tasks
• Maintained a high level of professionalism and empathy while assisting frustrated or upset customers with their technical difficulties
• Collaborated with tier 1 support team to escalate complex issues and ensure timely resolution
• Troubleshot hardware and software problems for a wide range of products, including computers, printers, routers, and mobile devices
• Demonstrated expertise in troubleshooting network connectivity issues by analyzing logs and conducting remote diagnostics
• Assisted customers in configuring software applications and resolving compatibility issues
• Documented all customer interactions accurately in the ticketing system for future reference
• Collaborated with cross-functional teams to identify recurring technical issues and provide feedback for product improvement
• Closely monitored service level agreements (SLAs) to ensure prompt response times and issue resolution targets were met
• Apple device technical and software support.
Insurance Specialist
UnitedHealthcare-Jonesboro, AR
October 2022 to December 2022
• Processed insurance claims for clients, ensuring accuracy and adherence to company policies
• Reviewed insurance applications and documents for completeness and compliance with underwriting guidelines
• Assisted clients in selecting appropriate insurance coverage based on their needs and budget
• Provided excellent customer service by promptly responding to client inquiries and resolving issues
• Maintained a high level of knowledge regarding various insurance products, industry trends, and regulatory changes
• Conducted thorough investigations into potential fraudulent claims, gathering evidence and working closely with law enforcement agencies when necessary
• Developed strong relationships with insurance carriers to negotiate favorable terms for clients' policies
• Created detailed reports on claim settlements, including payment amounts, deductibles, and coverage limits
Sales Representative
Williams-Sonoma-Jonesboro, AR
June 2021 to December 2021
• Collaborated with cross-functional teams to develop customized solutions for clients' specific needs
• Provided exceptional customer service throughout the entire sales process, ensuring high levels of customer satisfaction
• Utilized CRM software to track leads, manage accounts, and analyze sales data for strategic decision- making
• Created persuasive sales proposals that effectively communicated value propositions and addressed client pain points
• Collaborated with marketing team to develop compelling marketing materials such as brochures, case studies, and white papers
CSR - Customer Service Representative
Teleflora-Paragould, AR
May 2020 to July 2020
• Processed customer orders accurately and efficiently, ensuring timely delivery
• Managed a high volume of incoming customer inquiries via phone and email, providing prompt and satisfactory resolutions
• Assisted customers in selecting the appropriate products based on their needs and preferences
• Resolved escalated customer complaints by actively listening to concerns, empathizing with customers, and finding suitable solutions
US Census Bureau Enumerator
UNITED STATES DEPARTMENT OF COMMERCE - U.S. CENSUS BUREAU-Jonesboro, AR July 2019 to October 2019
• Managed time efficiently to cover assigned territory within designated working hours
• Managed time efficiently to cover designated territory within specified timeframes while meeting daily/ weekly quotas
Lead Teacher, Pre-Kindergarten
Kidz R Us-Brookland, AR
June 2018 to May 2019
• Developed and implemented age-appropriate curriculum for pre-K students, incorporating hands-on activities and interactive learning experiences
• Established positive relationships with parents through regular communication, parent-teacher conferences, and progress reports
• Implemented behavior management strategies to promote a positive classroom environment and foster social-emotional development
• Collaborated with other lead teachers to align curriculum goals across grade levels, ensuring continuity of instruction throughout the school
• Participated in professional development workshops and conferences to stay updated on best practices in early childhood education
Dietary Aid
Encompass Rehabilitation Hospital-Jonesboro, AR
June 2015 to June 2016
• Assisted in the preparation and delivery of meals to patients, ensuring adherence to dietary restrictions and preferences
• Maintained cleanliness and organization of kitchen area, including washing dishes, sanitizing surfaces, and restocking supplies
• Monitored food inventory levels and communicated with suppliers to ensure timely delivery of ingredients
• Provided excellent customer service by addressing patient inquiries regarding menu options and accommodating special requests
• Followed proper food handling procedures to maintain safety standards and prevent cross- contamination
Cashier and Customer Service
Sears Holdings Corporation-Jonesboro, AR
June 2012 to September 2013
• Maintained a clean and organized checkout area, ensuring a positive shopping experience for customers
• Operated cash register and handled cash transactions with precision, maintaining 100% accuracy in balancing daily sales
• Assisted with inventory management by monitoring stock levels and notifying management when products needed to be replenished
• Collaborated with team members to ensure smooth operations during peak hours, effectively managing long queues and minimizing wait times for customers
• Demonstrated excellent problem-solving skills by quickly resolving issues related to pricing discrepancies or product availability
• Trained new cashiers on proper procedures for handling cash transactions and providing exceptional customer service
Housekeeping Supervisor
St. Bernards Hospital-Jonesboro, AR
February 2012 to July 2013
• Collaborated with other departments such as front desk and maintenance to coordinate guest requests, repairs, and room readiness
• Managed inventory of cleaning supplies and equipment, ensuring an adequate stock level at all times while minimizing waste
• Ensured compliance with health regulations regarding sanitation practices throughout the hotel premises
• Collaborated with laundry department to ensure timely delivery of clean linens for use in guest rooms Hostess/Cashier
Cocodries-Navarre, FL
March 2010 to July 2011
• Greeted and seated guests promptly, ensuring a positive first impression
• Managed guest flow efficiently during peak hours to minimize wait times
• Assisted in maintaining cleanliness and organization of the dining area, including clearing tables and resetting for new guests
• Collaborated with servers and kitchen staff to ensure smooth communication and timely service
• Provided exceptional customer service by addressing guest inquiries and concerns in a professional manner
• Maintained knowledge of daily specials, menu items, and restaurant promotions to effectively assist guests with their selections
• Worked as part of a team to create a welcoming atmosphere for all patrons
• Assisted in coordinating reservations and managing seating arrangements for large parties or special events
Cashier and Customer Service
Khol's-Jonesboro, AR
March 2010 to April 2011
• Provided exceptional customer service by greeting customers, answering inquiries, and resolving complaints in a timely manner
• Maintained a clean and organized checkout area, ensuring a positive shopping experience for customers
• Cultivated strong relationships with regular customers through personalized interactions and remembering their preferences
• Assisted with inventory management by monitoring stock levels and notifying management when products needed to be replenished
• Collaborated with team members to ensure smooth operations during peak hours, effectively managing long queues and minimizing wait times for customers
• Demonstrated excellent problem-solving skills by quickly resolving issues related to pricing discrepancies or product availability
• Trained new cashiers on proper procedures for handling cash transactions and providing exceptional customer service
Cashier/Stocker
Tom Thumb-Navarre, FL
August 2010 to January 2011
• Provided excellent customer service to all gas station patrons, ensuring a positive experience
• Operated cash register and accurately processed transactions for fuel, food, and merchandise purchases
• Performed regular inspections of the gas station premises to maintain cleanliness and safety standards
• Managed inventory of convenience store items, including snacks, beverages, and automotive supplies
• Assisted in receiving deliveries and stocking shelves with new merchandise according to established procedures
• Maintained knowledge of current promotions, discounts, and loyalty programs to effectively communicate them to customers
• Handled customer inquiries regarding products, services, or general information about the gas station
• Safely handled hazardous materials such as gasoline in accordance with industry regulations and guidelines
Escalation Specialist
AEI-Navarre, FL
February 2009 to June 2010
• Provided exceptional customer service by addressing and resolving customer inquiries, complaints, and issues in a timely and professional manner
• Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference
• Demonstrated strong product knowledge to effectively answer questions and provide accurate information to customers
• Collaborated with cross-functional teams including sales, technical support, and billing departments to resolve complex customer issues
• Consistently met or exceeded individual performance metrics such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT)
• Effectively managed irate or upset customers by actively listening, empathizing with their concerns, and finding appropriate resolutions
• Assisted customers with troubleshooting technical problems over the phone, guiding them through step-by-step solutions
Education
High School
Pennfoster-Remote
2008 to 2009
Skills
• Technical support
• Communication skills
• Operating systems
• macOS
• IT
• Software troubleshooting
• Computer skills
• Windows
• Microsoft Office
• Time management
• Analysis skills
• VPN
• Customer service
• Computer networking
• Computer hardware
• ServiceNow
• Help desk
Certifications and Licenses
First Aid for Severe Bleeding
2019 to Present
Adult and Pediatric First Aid/CPR/AED
2019 to Present
Driver's License
Additional Information
Embracing new information is essential for staying relevant in today's rapidly evolving world. Continuous learning allows individuals to enhance their skills and knowledge. This pursuit helps people adapt to new challenges and opportunities. Furthermore, it sparks innovation and creativity in various fields. By consistently seeking out new information, people can become more well-rounded. This also aids in fostering a growth mindset, promoting resilience, and boosting confidence. Therefore, continuous learning is crucial for overall development.
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