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@allend
Experienced customer support agent with a diverse skill set.
I am a dedicated professional with extensive experience in customer support, training, and technical consulting. My journey has taken me through various roles, including a Customer Support Agent at StripMeister and a Call Center Trainer at Genpact. I pride myself on my ability to assess customer needs, provide effective solutions, and enhance team performance through training and coaching.
Throughout my career, I have developed a strong skill set in technical support, sales, and management. My role as a Maintenance Supervisor involved overseeing a team and managing multiple properties, while my experience as a PC/Network Consultant allowed me to implement technology solutions for various clients. I am passionate about using my knowledge to improve others' lives, whether through direct customer interaction or by empowering my colleagues with the skills they need to succeed.
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Work history, roles, and key accomplishments
StripMeister
Jan 2022 - Present (3 years 10 months)
Provided comprehensive customer support, including phone and chat sales, product troubleshooting, and repair scheduling. Managed sales and shipping inquiries, tracked website performance, and programmed AI chatbots for after-hours support.
Genpact
Jan 2016 - Present (9 years 10 months)
Facilitated pre-process and process training, including PKT and refresher sessions. Conducted call listening and analysis, provided language and process coaching, and created training materials.
A Caring Solutions
Jan 2011 - Present (14 years 10 months)
Provided in-home care for the elderly, including cooking, cleaning, bathing, medication management, and transportation to appointments. Assisted with hospice care and supported brain injury patients in a group home setting.
The Home Depot
Jan 2011 - Present (14 years 10 months)
Set store shelves according to corporate standards, performed minor cleaning, stock decontamination, and product down stocking. Prepared inventory and served as an in-house merchandiser.
The Home Depot
Jan 2009 - Present (16 years 10 months)
Instructed customers on residential plumbing and irrigation repairs. Managed product restocking and ordering to meet customer demand.
The Bubble Lounge
Jan 2006 - Present (19 years 10 months)
Served as secondary management for a hookah lounge, overseeing a team of 20 wait staff. Ensured smooth operations and customer satisfaction.
Breland Construction
Jan 2004 - Present (21 years 10 months)
Performed pipe fitting and welding tasks for construction projects. Operated tractors and backhoes, and conducted equipment and automotive repairs.
Prudential Reality
Jan 2004 - Present (21 years 10 months)
Performed software troubleshooting and system diagnostics for realtor laptops. Installed and configured databases and hardware for Internet access.
James A Cox and Associates
Jan 2004 - Present (21 years 10 months)
Upgraded company computers and LAN systems to meet current needs within budget constraints. Evaluated company requirements, installed necessary software, and configured mail servers and clients.
First United Methodist Church
Jan 2004 - Present (21 years 10 months)
Provided contract PC and network technician services, including system diagnostics, repair, and software installation. Set up new systems, internet, and databases, offering telephone and email technical support.
MCA Computer Solutions
Jan 2003 - Present (22 years 10 months)
Managed material stock for technician work and was responsible for all in-house system repairs and general maintenance. Provided tech support and repair for a Compaq authorized service center, and constructed server and PC machines.
Hope Center (S.T.E.P.S) Program
Jan 2002 - Present (23 years 10 months)
Designed and installed a network for the GED lab and repaired systems for the Center and its clients. Assembled and configured computer systems for students, installing operating systems and applications to meet their needs.
Service Corporation International
Jan 2002 - Present (23 years 10 months)
Set up Compaq Proliant Servers and designed and installed a LAN system integrating international operations. Configured Ethernet and TCP/IP networks, installed drives, cards, and NT4.0 server for all machines.
Convergys
Jan 1999 - Present (26 years 10 months)
Provided Level 1 and Level 2 technical support for remote users of Compaq Presario products, including monitors, speakers, and printers. Assisted customers with configuring Windows 98 and bundled software, consistently recognized for outstanding customer service.
Chaplin Enterprises
Jan 1999 - Present (26 years 10 months)
Supervised maintenance for 27 rental homes, leading a crew of 3-5 individuals. Performed various repairs including painting, electrical, plumbing, and roofing, and managed tenant relations and evictions.
Compaq Computer Corporation
Jan 1999 - Present (26 years 10 months)
Built Compaq servers to company specifications, installing and configuring motherboards, drives, and cards. Performed quality assurance, including system testing, problem troubleshooting, and diagnostics.
Degrees, certifications, and relevant coursework
Certification, Information Technology
Activities and societies: Microsoft Certified Professional (MCP) ID #: 1267879
Completed required courses for Microsoft Certified Professional certification, including Administering Windows NT 4.0 and Supporting Windows NT 4.0, Core Technologies. Also completed courses for Microsoft Certified Systems Engineer, focusing on Enterprise TCP/IP and creating & managing a Web Server Using IIS 4.0.
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