ReShiya Richardson
Shreveport
Summary
Proven IT professional with a track record of enhancing system efficiency and customer satisfaction at GDIT-VA. Skilled in technical support and critical thinking, adept at troubleshooting and user training. Achieved consistent performance targets, demonstrating exceptional multitasking and organization.
Overview
6
6
years of professional experience
Work History
Computer Operator II
GDIT-VA
02.2024 - Current
- Processed requests for service from internal and external customers.
- Improved system efficiency by monitoring computer performance and troubleshooting issues as they arose.
- Reacted calmly during times of highly stressed or emergency situations.
- Ensured smooth workflow through effective coordination with other IT professionals on projects and tasks.
- Boosted productivity by providing technical support to users, resolving issues in a timely manner.
- Optimized resource usage by efficiently allocating computer systems for various workloads and user needs.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
- Provided personalized assistance to customers, boosting overall satisfaction and retention rates.
- Adhered to company guidelines for quality assurance purposes, ensuring professionalism throughout all communications with clients.
- Maintained organized records of all interactions with clients for future reference or follow-up purposes when necessary.
- Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
- Achieved performance targets consistently by maintaining a strong work ethic and dedication to excellence in customer service.
- Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.
Data Entry Operator I
GDIT -FEMA
05.2021 - 12.2022
- Created spreadsheets for more efficient recordkeeping.
- Updated and maintained customer information, documents and records.
- Used computer software to store and retrieve data.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Call Center Agent Sprint
Teleperformance USA
04.2019 - 04.2021
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor Of Science In Biology -
Grambling State University
Grambling, LA05.2020
Skills
- Data entry
- Customer service
- Documentation skills
- Time management
- Multitasking and organization
- Help desk support
- Hardware and software installation
- Technical support
- Programming
- Decision-making
- Remote desktop support
- Critical thinking
- Organizing and categorizing
- Password resets
- Software installation
- Troubleshooting
- IT documentation
- Network management
- Attention to detail
- New user accounts
- Software development
- User training
- Technical troubleshooting
- Work Planning and Prioritization
Timeline
Computer Operator II
GDIT-VA
02.2024 - Current
Data Entry Operator I
GDIT -FEMA
05.2021 - 12.2022
Call Center Agent Sprint
Teleperformance USA
04.2019 - 04.2021
Bachelor Of Science In Biology -
Grambling State University
Similar Profiles
Ayana WilhiteAyana Wilhite
Call Center Representative at GDITCall Center Representative at GDIT
John CrumpJohn Crump
Senior Network Engineer at GDITSenior Network Engineer at GDIT
Troy MaillouxTroy Mailloux
Physical Security Specialist at GDiTPhysical Security Specialist at GDiT