Experienced CSR/Tech Support Leader for ADT roles

A B O U T

M E

DELILAH BLACK

CSR/TECH SUPPORT/ACCOUNT

SPECIALIST

OBJECTIVE

Strengthening Business Relationships while Utilizing Developmental Skills to Enhance Customer Experiences through Ethically Productive Reinforcement of Company Standards.

EXPERIENCE

CSR ACCOUNT SPECIALIST

LA/OH/MS

Cognizant, 10/2021-7/2022

Insight Global-Temp. Agency, 5/2022-6/2024

Discover, 11/2022-10/2023

Domino’s, 11/2023-3/2024,

Concentrix, 3/2025-4/2025

Freelance Tech Support 6/2024- Present

(Aptia 365-ASK Consulting)

Receive Inbounds calls from Clients/Customers/State Workers Resolve Account Lockouts across multiple systems for State Worker Access, Reset Passwords/Unlocks, Troubleshoot Peripheral Issues, Create Tickets/Routes for Field Techs

Received Payments, Discussed Statement Balances/Current APR & Credits/Rewards/Redemption Distribution, Assist with Login Credentials 4 Online/Mobile Apps, Create/Adjust Orders Assist Clients with Computer Software Issues, Phone/Device Functionality, Daily Maintenance & Virus Protection Enroll Retirees For Medicare Benefits

REMOTE TIER 2 TECH SENIOR CSR/ASSIST. MANAGER

LA, OH, AZ, GA

FREELANCE TECH SUPPORT 6/2013-10/2022

KELLY SERVICES 4/2013-12/2014

TELETECH 1/2015-5/2016

SGS, 8/2016-2/2017

TRANSCOM, 12/2017-5/2019

DOLLAR GENERAL, 6/2019-12/2019

Creative Problem

Solver/Resolution

Specialist, Empathetic,

Efficient/Proficient,

Attention to Detail, Office

Admin., Reception,

CSR/Tech Support,

Arts/Crafts, Creative Writer,

Tutor

SITEL, 4/2020-2/2021

(APRIL 2013-OCT 2022)

Received Inbound/Outbound Calls 2 Resolve Technical Product/Service issues across ALL Mobile

Devices/Machines/Autonomous Vehicles & PC/MAC for AppleCare, AT&T, Xbox, Microsoft/Waymo & Tech Companies, Responsible 4 Problem Resolution, Password Resets/Login Credentials, Forwarded Calls to Designated Depts., Resolved Sensitive Financial Issues as T2 Senior Advisor, while counseling & monitoring T1 Agents, Provided Prompt/Reliable/Accurate Services/Info 2 Customers & Staff while Utilizing Screen Sharing Tools 2 Guide them through Basic/Complex Trouble-Shooting Routines, Scheduled Local & International Tech Appointments., 4 Service Requests, Rapport Building/Adjusting 2 the Communication Styles based on the Tech. Level of the Client, Software/Hardware Resets/Troubleshooting for Apple, Windows, Linux & Xbox/Microsoft &Office Suite Products, Unpacked/Packed Snowboard Equipment 4 International Shipment in Warehouse, Scanned/Coded/Labeled Merchandise while Repackaging onto Pallets, Assisted Xpress Auto Title Dealer Process Driver’s Licenses, Titles & Plates, Cashier/Stocking/Closing $ General Stores

LTC ADVISEMENT & ENROLLMENT

GA @ GA Perimeter College (GPC)

(FEB 2011-MAY 2013)

Assisted & Distributed LTC Information 2 Current & Potential Students, Monitored/Proctored Tutor Sessions while Assisting & Tutoring Other Students, Assisted Secretary with Phone Reception/Data Entry/Copies/Mail Retractions, Directed Prospective/Current Students 2 Enrollment/Advisory Counselors, Gave Students Full Tours around GPC

CSR/CASHIER

GA @MAXWAY/ROSES

(JULY 2009-AUG 2011)

Rang up store bought items using a cash register, Re-Stocked Grocery Items & Merchandise while Reorganizing the shelves/front end of the store

FILE CLERK/TAX RETURN

EXTRACTOR/RECEPTIONIST/CSR

GA

DFACS 10/2005-8/2009,

BOA/SELECT STAFFING, 1/2006-7/2007

SPHERION, 2/2006-9/2008

COMCAST, 4/2008-11/2008

C O N T A C T

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

DelilahBlack51@gmail.c

om

504-***-****

Remote Specialist, USA

E D U C A T I O N

GA

PERIMETER/STATE

AS IN ART

2013

FORTUNA UNION HS

HS DIPLOMA

2004

(JUNE 2005-NOVEMBER 2009)

Organized & Filed Documents 4 SNAP Caseworkers, Utilized copier/fax machines, proof-read personal certificates, received & inspected incoming mail/unpacked mail room supplies, Sorted tax forms, Ran Checks & Vouchers for Decoding, Provided SNAP Benefits/Services 4 State Farm Insurance Recipients Displaced During Rita, Processed International Reports from Insured about Car/Home Damages, Setup Drive-In Appointments, Provided Updates/Logged Client’s Info., Organized Files/Office Areas, Prepared Mail 4 Distribution, Updated Comcast Customers on New Services, Entered Customer’s Sensitive Information n2 Complex Computer Programs SKILLS

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REFERENCES

[Available upon request.]

National Career Readiness Certificate: Level SILVER, Issued: 8/26/2008 Certificate #: 4H2XJFY8SMD!

https://myworkkeys.act.org/mwk/emEnterCertID.do?event=go&realm=17740116

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