Tia Reed
Bossier City
Summary
Dynamic IT and customer service professional with a proven track record at General Dynamics, excelling in system troubleshooting and conflict resolution. Skilled in enhancing customer satisfaction and reducing support tickets by over 30%, showcasing an adaptive team player attitude and technical support expertise. Demonstrates exceptional problem-solving and customer relations, driving process optimization and service excellence.
Overview
7
7
years of professional experience
Work History
Dos IT Technical Support Specialist
General Dynamics
12.2024 - Current
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and .
- Enhanced system performance by identifying and resolving technical issues promptly.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Using ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Submitted request for software applications, and hardware issues
- Providing resolutions to issues via email
VA IT Specialist
General Dynamics
04.2022 - 12.2024
- Improved system security by implementing advanced cybersecurity measures.
- Installed and maintained software applications to support customer needs
- Provided exceptional customer service by promptly addressing problems reported by end users.
- Walked individuals through basic troubleshooting tasks.
- Optimized network performance through regular monitoring and maintenance.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Researched and identified solutions to technical problems.
- Navigated different systems to reset passwords, and unlock accounts
- Secured and obtained sensitive information
- Supported customers via chat to solve issues
- Completed self service tickets in timely matter
Pharmacy Clerk
Brookshires Pharmacy
07.2022 - 02.2023
- Verified prescription information prior to entry in pharmacy computer system.
- Established and maintained patient profiles, updating organizational database with current information.
- Streamlined pharmacy operations by maintaining a clean and organized work environment.
- Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
- Trained new employees on pharmacy procedures, policies, and safety protocols to ensure consistent quality across the team.
- Stocked shelves with medications and other pharmacy items for consistent availability.
- Safeguarded patient privacy by maintaining strict adherence to HIPAA regulations during all customer interactions.
- Helped maintain a safe environment within the pharmacy by adhering to company guidelines regarding security measures and fraud prevention techniques.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Collaborated with pharmacy team members to address customer concerns or inquiries promptly and professionally.
- Monitored inventory levels to inform pharmacists of shortages and facilitate resupply.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Provided exceptional service to diverse customers through clear communication, empathy, and cultural sensitivity skills.
- Facilitated smooth pharmacy operations by assisting with administrative tasks such as filing, documentation, and phone call management.
Customer Service Representative
General Dynamics
06.2020 - 04.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers
- Documented customer correspondence in CRM to track requests, problems and
solutions.
Provided outstanding service to new and long-standing customers by attending closely
to concerns and developing solutions.
Troubleshot shortages and overages to support quality control efforts.
Helped customers open accounts, make deposits, update information and carry out
range of routine actions.
Resolved customer inquiries, questions and concerns to consistently offer quality
service and meet performance benchmarks.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Maintained knowledge of current promotions, exchange guidelines, payment policies
and security practices. - Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
ClickList Associate Lead
Kroger
07.2018 - 06.2020
- Processed online grocery orders for timely and accurate customer pickup.
- Enhanced customer satisfaction by efficiently preparing orders.
- Maintained inventory accuracy, restocking shelves as needed.
- Verified order contents to ensure quality and correctness.
- Maintained knowledge of current promotions, exchange guidelines, payment policies
and security practices.
Provided outstanding service to new and long-standing customers by attending closely
to concerns and developing solutions.
Escalated customer concerns, issues and requirements to supervisors for immediate
rectification.
Answered incoming telephone calls to provide store, products and services
information.
Explained benefits, features and recommendations to maximize client retention.
Upsold products and services to address customer needs and maximize sales.
Reviewed account and service histories to identify trends and resolve issues.
Education
High School Diploma -
Airline High Scool
Bossier City 12-2018
Skills
- Adaptive team player
- System troubleshooting
- Technical Support
- Inbound and Outbound calling
- Network configuration
- Problem Resolution
- Customer support
- Service desk management
- Remote assistance
- Process optimization
- Conflict Medication
- Crm
- Call Centers
- Customer relations
Timeline
Dos IT Technical Support Specialist
General Dynamics
12.2024 - Current
Pharmacy Clerk
Brookshires Pharmacy
07.2022 - 02.2023
VA IT Specialist
General Dynamics
04.2022 - 12.2024
Customer Service Representative
General Dynamics
06.2020 - 04.2022
ClickList Associate Lead
Kroger
07.2018 - 06.2020
High School Diploma -
Airline High Scool
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