Jahni Anderson
Sprinfield
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
Work History
IT Service Desk Analyst
Citi bank
02.2020 - 04.2023
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
Customer Service Representative Team Lead
Equifax
03.2020 - 11.2022
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
Check-in Agent
Delta Airlines
02.2018 - 07.2020
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
- Gathered supporting documents to complete end-of-shift reporting and explain discrepancies.
Education
High School Diploma -
Liceo Santo Domingo
Costa Rica04.2016
Skills
- Technical Issues Analysis
- Reading Comprehension
- Application Installation
- LAN and WAN Assessment
- Windows 10
- Customer Service Expertise
Languages
Spanish, English
Native language
Portuguese
Elementary
A2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative Team Lead
Equifax
03.2020 - 11.2022
IT Service Desk Analyst
Citi bank
02.2020 - 04.2023
Check-in Agent
Delta Airlines
02.2018 - 07.2020
High School Diploma -
Liceo Santo Domingo
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