Customer Service & Tech Support Specialist-Remote Ready
Resume:
Harriette Wilson
Jonesboro, Ga *****
****************@*****.***
Professional Summary
Results-driven customer service and technical support professional with over 15 years of experience in customer relations and more than 3.5 years in technical support. Proficient in troubleshooting, data entry, team collaboration, and navigating complex systems. Recognized for resolving issues efficiently, adapting quickly to new environments, and delivering exceptional customer experiences. Passionate about continuous learning and contributing to organizational success.
Professional Experience
• Customer Service Representative II (Contract Remote) TEKsystems, Atlanta, Ga 04/2023 – 05/ 2025
- Handled inbound calls for enrollment in Health and Dental plans.
- Advised Medicare/Medicaid-eligible recipients on healthcare options and eligibility. -
-Assisted with account creation, password resets, and general account management. -
-Supported team members via internal chat and Learning Management Systems. -
-Utilized Microsoft Outlook to manage high volumes of customer communications, ensuring prompt and professional responses.
-Provided customer service support via Outlook communicating in a remote setting, provided requested documents when asked, answered inquiries, handled complaints with professionalism and sympathy, while still sharing exceptional customer service.
-Uploaded consumer documents and provided navigation support for healthcare portals.
- Updated billing and payment preferences; addressed benefit and coverage inquiries.
-Adapted quickly to system changes and supported special projects as needed.
• Sign & Lighting Patrol Officer (Independent Contractor) YESCO – Atlanta, Ga. 11/2023 – 01/2024
- Patrolled assigned routes using a mobile app to identify service opportunities.
- Documented outages and sign issues with photos and detailed reports.
- Maintained visual surveillance and recorded relevant customer and location info.
- Estimated repair scope and reported findings through the mobile system.
• Technical Support Analyst (Contract Remote)
Inspire Brands (Arby’s) –Atlanta, Ga. 02/ 2021 – 01/ 2023
- Created detailed records of service tickets using Remedy and ServiceNow to log, track, and support customers issues in a high call volume environment that supported thousands of retail locations.
-Skilled in Microsoft Outlook to manage daily emails communications, scheduling calendar appointments, coordinate follow-up and organize team meetings.
- Troubleshooting POS systems, printers, card readers, and drive-through tech. 2
-Utilized LANDesk, Active Directory, OKTA, and Remote Desktop tools.
- Provided first-line support for technical, HR, and password reset issues.
- Escalate complex issues to higher-level such as Tier 2 or Tier 3 support or appropriate departments.
-Monitored systems performance and identify recurring issues or trends.
• Customer Service Agent (Full-time On-site)
Delta Airlines – Atlanta, Ga. 08/ 2010 – 08/2021
- As a Gate Agent I was able to handle all aspects of the ticketing process such as selling, printing, and reissuing tickets.
-Managed the check-in process and ensured customers had proper travel documentation.
- Assisted with routing, trip planning, gate announcements, and the boarding process.
- Provided information on seat availability, flight status, and gate procedures.
- Tagged baggage and performed lifting tasks for baggage transfers.
-Operated jetways, opened/closed aircraft doors, and supported on-time arrivals/departures.
- Assisted customers with the Delta SkyMiles Rewards Program, including answering questions about benefits and promotions.
- Resolving issues related to the redemption of SkyMiles.
- Managing account access, performing password resets, and updating personal information.
- Educating customers on program benefits and how to maximize rewards.
• Customer Communications & Event Logistics (Full-time On-site) John H. Harland Boys & Girls Club Atlanta, Ga. 04/ 2006 – 01/2011
-As a Membership Clerk I was responsible for providing administrative support for membership enrollments,renewals,and inquiries
- Entered monthly data reports and maintained accurate records.
- Supported daily administrative tasks, including calls and correspondence.
- Managed membership dues bookkeeping and filed member records.
- Created memos, flyers, and organizational communications as needed. Skills
- Customer Service & Support
- Technical Troubleshooting
- Microsoft Office Suite (Word, Excel, Outlook)
- Microsoft Teams
- Remedy, LANDesk, Active Directory, OKTA
- Data Entry & Account Management
- POS Systems, Retail Tech Support
- Communication & Team Collaboration
- Healthcare and Insurance Systems
High School Diploma, Bailey Alternative Secondary School, Jackson, Ms. 3
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