Technical Support Specialist with Customer Care Expertise
Resume:
Norma Brock
Gadsden, AL *****
********@*****.***
Authorized to work in the US for any employer
Work Experience
Tier 2 Technical Support Specialist
Teleperformance USA-Remote
November 2023 to Present
Providing advanced backend support. Assisting and troubleshooting diagnostics, connectivity issues, and account access through outbound correspondence. Collaborating with internal departments and support teams to ensure timely and accurate resolution of member issues involving mobile applications and vehicle software. Utilizing proprietary tools and documentation to log case details, analyze recurring technical issues, and recommend process improvements in a fast-paced environment. Chat Customer Service Representative - Tech Support Intuit/Sitel
January 2023 to April 2023
Provide customer service or Tech Support for Intuit Income Tax Services clients/customers that are having trouble with the tax programs. Assist in uninstalling or reinstalling the program, locating or searching for a specific tax form, and assisting customers in resigning into the program. Telecommunications Specialist (freelance)
PollMakers-Remote
August 2020 to December 2022
Cold calling citizens Conducting questionnaires and surveys regarding economic values and opinions Forwarding service for a political representatives Healthcare Services Engagement Specialist
Carenet Healthcare Services-Remote
August 2021 to January 2022
Ensures customer satisfaction by providing quality service, identifying customer needs, and assisting them with issues/concerns related to health care issues. Provide exceptional customer service and engagement via telephone, ensure customer satisfaction by providing quality service, identifying customer needs, and assisting them with issues/concerns related to health care issues assessed through outreach programs.
SME (Subject Matter Expert)
TELUS International
October 2020 to October 2021
analyzing and providing feedback on text, web pages, images, and other types of information for leading search engines, using an online tool.
Barber/Stylist
HeadSpace Salon-Attalla, AL
October 2019 to March 2021
Private Owned Salon
• Full capabilities of Salon Menu including:
Haircuts, chemical services (color, perms/relaxers, etc), waxing services, and styles Reason for resignation: COVID19 shut down and force closed the salon. AI Rater
Lionbridge AI
February 2019 to October 2020
analyzing and providing feedback on text, web pages, images and other types of information for leading search engine
Hair Stylist/Receptionist
Regis Corporation (The Beautiful Group)-Gadsden, AL October 2018 to July 2019
Daily duties include, but not limited to:
Opening up the salon and Closing responsibilities including POS systems and cash drawer. Full capabilities of Salon Menu including:
Haircuts, chemical services (color, perms/relaxers, etc), waxing services, and styles. Shift Supervisor
CVS Health Retail
October 2014 to August 2017
Daily activities include, but were not limited to: Opening and Closing Store
Preparing bank deposits, serving as manager on duty in absence of Store Manager Key Holder
Managing of employees including POS systems, cashiers and customer service Completing store sets and plan-o-grams within allotted time frame Unloading and dispersement of truck delivery and restocking Cold calling retail and RX customers
Stylist/Sales Associate
SmartStyle
March 2012 to March 2015
Hair Styling (Color, Cuts, Waxes)
Cashiering
Stocking Truck Shipment
Commission based sales
Customer Service
Education
Technical Degree - Cosmetology
Gadsden State Community College
2013
Advanced Academic Diploma
Gadsden City High School
2010
Skills
• Assistant Manager Experience
• Telecommunication
• Cold Calling
• Upselling
• Technical support
• Shift Lead
• Store Management Experience
• Shift Supervisor
• Management
• Retail Management
• Cold calling
• Retail Sales
• Team Member
• Cash Handling
• Key Holder
• Typing
• Supervising Experience
• Customer service
• AI
• Communication Skills
• Sales
• Merchandising
Certifications and Licenses
Barber
December 2018 to October 2020
Alabama Board Of Cosmetology
Additional Information
I strive to exceed expectations set before me and do the best of my ability at each task I complete.
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