JAYONNA THOMAS
Shreveport
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Possesses excellent communication and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Customer Experience Representative/Technical Support Specialist
Comcast, Xfinity
11.2021 - 08.2023
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Technical Support Agent
Sprint
01.2019 - 10.2021
- Explained technical information in clear terms to promote better understanding for non-technical users
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Agent
Apple IOS
03.2016 - 12.2018
- Handled customer inquiries and suggestions courteously and professionally
- Walked individuals through basic troubleshooting tasks
- Wrote and reviewed tickets to request maintenance to various types of equipment
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
BS - Computer Science
Bossier Parish Community College
05.2013
Skills
- Billing Procedures
- Database Research
- Trained in Salesforce
- Invoice Preparation and Processing
Additional Information
Awards, Employee Of The Month for Comcast/Xfinity. Recognized for the best performance by a new Employee December 2021
Timeline
Customer Experience Representative/Technical Support Specialist
Comcast, Xfinity
11.2021 - 08.2023
Technical Support Agent
Sprint
01.2019 - 10.2021
Technical Support Agent
Apple IOS
03.2016 - 12.2018
BS - Computer Science
Bossier Parish Community College
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