Customer Support & Tech Troubleshooter (6+ yrs)

Kiyanka Adams

Pineville, NC ***** ************@*****.*** 910-***-****

Open to Remote or Hybrid Positions Available for CST Time Zone Support Professional Summary

Experienced and adaptable Customer Service & Technical Support Specialist with over 6 years of experience delivering exceptional client experiences and Tier 1 troubleshooting support. Skilled in assisting customers via phone, chat, and remote tools, diagnosing software and hardware issues, and providing clear, empathetic communication. Adept at working in fast-paced environments with proven success in improving satisfaction scores, resolving complex issues, and supporting both consumer and enterprise clients.

Core Competencies

• Customer Service & Client Support

• Technical Troubleshooting (Tier 1)

• Remote Desktop & Device Support

• Call Handling & Issue Resolution

• CRM & Ticketing Systems

• Network & System Configuration

• Escalation Management

• Process Improvement & Documentation

• Microsoft Office, PeopleSoft, Lotus Notes

Professional Experience

Technical Support Specialist — Verizon, Charlotte, NC (Aug 2021 – Present)

• Provide technical support for devices, networks, and software systems via remote and phone support.

• Install, configure, and troubleshoot hardware, mobile devices, printers, and operating systems.

• Assist new hires with IT onboarding and ensure all systems are functional by Day 1.

• Collaborate with IT and Security teams to maintain compliance and service excellence.

• Document all interactions and resolutions in internal ticketing systems. Customer Service Representative — Verizon, Charlotte, NC (Oct 2018 – Aug 2021)

• Delivered top-tier customer support and resolved client concerns promptly and effectively.

• Handled Tier 1 troubleshooting for mobile and connectivity issues, ensuring optimal customer satisfaction.

• Used CRM tools to identify client needs, recommend solutions, and prevent churn.

• Consistently exceeded performance metrics in resolution time, accuracy, and quality assurance. Customer Service Advocate II — Blue Cross Blue Shield of South Carolina, Columbia, SC (Jan 2016

– Dec 2016)

• Supported healthcare providers and clients with claims, billing, and policy inquiries.

• Maintained compliance with HIPAA and internal confidentiality standards.

• Educated providers on plan benefits, policies, and process improvements.

• Developed and maintained strong professional relationships to enhance provider satisfaction. Customer Care Professional — Time Warner Cable, Columbia, SC (Aug 2012 – Nov 2014)

• Delivered exceptional customer care while meeting sales, retention, and quality targets.

• Handled billing, service setup, and troubleshooting for cable and internet customers.

• Provided clear communication and empathetic support to enhance the customer experience. Additional Experience

Customer Service Specialist — Seterus Inc., Raleigh, NC (2015) CSR/Collector I — Recruiting Solutions VBO, Columbia, SC (2017–2018) Assistant, Palmetto Health, Columbia, SC (2017) Office Manager — Larry Lagrand Restoration & Construction, Charlotte, NC (2009–2011) Education

Bachelor of Arts in Political Science — Fayetteville State University, Fayetteville, NC

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