- Atlanta, United States of America
- April 11, 2024
Self-motivated professional with a proven background in troubleshooting and resolving technical issues, eager to transition
into an IT Helpdesk role. Skilled in managing a wide range of customer inquiries with professionalism and empathy,
cultivating positive client relationships. Committed to leveraging technical expertise and strong interpersonal skills to
enhance IT Helpdesk operations, delivering exceptional support and optimizing end-user experiences.
Education
- 3.83 GPA
- Dual Enrollment Program for Accounting
Experience
• Provided exceptional product support and resolved complex technical issues
using Salesforce, SQL, and Citrix platforms.
• Managed 40+ White Glove Accounts via phone, email, and chat and maintained
a high level of service and accuracy with 99.5% customer retention rate.
• Contributed to process improvements by utilizing advanced troubleshooting
techniques, reducing average resolution time for customer inquiries by 30%.
• Supported HVAC technicians in resolving maintenance issues for 8000+
Walmart stores nationwide with a 95% issue resolution rate within timelines.
• Implemented Element Management Systems (such as Novar and Danfoss) to
reduce refrigeration downtime by 20% and ensure operational continuity.
• Proactively addressed recurring maintenance issues, resulting in a 10%
decrease in service calls and improved store maintenance efficiency.
• Collaborated with Account and Business Development Managers to manage
portfolios, exceeding revenue goals and maintaining a 90% client retention rate.
• Utilized Salesforce Customer Data to conduct training sessions that boosted
client adoption of Salesforce best practices.
• Earned numerous commendations and promotions for maintaining exceptional
productivity while consistently improving customer satisfaction levels.
• Actively contributed to the Trailblazer Community, increasing membership from
600 to 800+ and boosting customer engagement by 33% in 3 months.
• Participated in multiple departmental migration projects and led engaging
virtual webinar sessions and presentations to inform diverse audiences.
• Create training content videos for 1891's Stat Keeping course, enriching user
learning experiences.
• Manage and analyze statistics for 25 teams and 100+ individual players,
providing valuable insights for performance improvement.
• Work closely with various cross-functional teams in designing, developing, and
launching digital products for 1891, ensuring successful project outcomes.
