Technical Support & Customer Care Specialist with Compliance Focus

TYRELL HOLLOWAY

443-***-**** ********.********@*****.*** Baltimore, MD 21218

SUMMARY

** ***** ** ********** ** customer service and technical support. Proven track record in handling high-volume calls, resolving customer issues, and maintaining positive client relationships. Skilled in technical troubleshooting, client communication, and utilizing auto-dialing systems to enhance customer satisfaction and operational efficiency.

Detail-oriented technical support advisor with a strong background in troubleshooting and customer relations. Committed to delivering high-quality service and improving operational efficiency in fast-paced environments.

SKILLS

Case Management

Data Analysis

Client Communication

Negotiation

Technical Troubleshooting

Inventory Management

Training and Mentoring

Record Keeping

Salesforce

UltiPro

Microsoft Office Tools

Regulatory Compliance

Enforcement Strategies

Problem-Solving

Customer Dispute Resolution

Dispatching

SharePoint

Auto-Dialing Systems

EXPERIENCE

Customer Care Associate, Equiniti Group, February 2025-Current Work on an automated dialer handling at least 150 calls daily Manually research contact information for shareholders Solicit shareholder votes and accurately record voting instructions Maintain a professional tone and background while working remotely Verify all customer information before recording their votes Case Manager, Kidd International, March 2024-November 2024 Baltimore, USA

Managed a caseload of over 50 clients, ensuring compliance with state child support laws and timely documentation and reporting to pertinent agencies. Improved case resolution rates by conducting timely follow-ups and effectively communicating with clients, enhancing parent engagement and satisfaction. Trained new case managers on best practices and regulatory requirements, contributing to improved team performance and ensuring adherence to ethical standards for client confidentiality.

Baltimore City Child Support Services

Technical Support Advisor, Conduent LLC, September 2022-August 2023 Delivered technical support and remote assistance for Apple/Windows systems, improving user experience through effective troubleshooting and software installation. Responded to and resolved an average of 70 customer inquiries daily, maintaining adherence to service-level agreements and ensuring high satisfaction levels. Cultivated strong customer relations to consistently meet quality expectations and served as the primary contact for technical service calls and emails. Apple Inc

Bartender, Phillips Seafood, August 2019-August 2020 Baltimore, USA

Ensured sanitation of the bar area, glassware, utensils, and equipment, maintaining a clean and safe environment.

Managed bar inventory effectively, reducing waste and maintaining a consistent supply of popular beverages and ingredients.

Trained new bartenders on company standards and cocktail preparation, enhancing service quality and team performance.

Collections Specialist, ARS National Services, June 2017-July 2019 Increased monthly collections by 30% through effective follow-up and negotiation techniques, significantly enhancing recovery rates.

Resolved customer disputes to maintain positive relationships and reduced the number of escalated cases.

Managed an average of 150+ accounts monthly, consistently meeting or exceeding collection targets while maintaining accuracy and efficiency. Front Desk Associate, Hilton Garden Inn, October 2013-May 2017 Baltimore, USA

Achieved a 95% guest satisfaction rate by delivering attentive service, addressing guest needs, and resolving issues effectively.

Managed over 80 guest interactions daily, ensuring accurate handling of inquiries and requests, and trained new associates on hotel policies. Executed various operational tasks that include dispatching shuttle services, running night audit reports, and verifying payments and identification. EDUCATION AND TRAINING

Baltimore City Community College, Baltimore MD November 2025 Diploma

Doris.M.Johnson High School January 2010

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