Kendra Tamia User

KU

Open to opportunities

Kendra Tamia User

@kendratamiauser

Technical support specialist who troubleshoots Wi‑Fi/fibre issues and delivers calm, user-friendly customer service.

What I'm looking for

I’m looking for a challenging technical customer support role where I can troubleshoot Wi‑Fi/fibre and billing issues, guide customers through solutions in user-friendly language, and partner with technical teams to resolve escalations.

I’m a dedicated and technically proficient Customer Support and Technical Support Specialist with a proven track record in assisting clients, troubleshooting complex technical issues, and delivering exceptional service. I’m skilled in explaining technical concepts in user-friendly terms, managing customer accounts, and collaborating with internal teams to resolve escalations.

In my remote roles, I helped clients with cable TV service, billing inquiries, and accurate account adjustments while meeting performance metrics for call handling, resolution time, and customer satisfaction. I also provided remote technical support for home Wi‑Fi and fibre, diagnosed network connectivity issues through step-by-step resolutions, escalated complex cases to field engineering teams, and handled a high volume of inquiries (200+ calls). When supporting utility accounts, I clarified complex billing statements, resolved disputes, advised on flexible payment plans, and coordinated repairs and replacements to ensure seamless service delivery—always with clear communication, empathy, and time management.

Experience

Work history, roles, and key accomplishments

CO

Technical Support Agent

Concentrix

Jul 2024 - Oct 2024 (3 months)

Assisted US-based clients with cable TV service issues, billing inquiries, and account management by troubleshooting service disruptions and processing accurate account adjustments. Resolved customer concerns while meeting performance expectations for call handling and resolution time.

Technical Support Troubleshooting Billing Account Adjustments CRM Systems

MI

Technical Support & Billing Agent

Merchants (iiNet)

May 2022 - Oct 2022 (5 months)

Provided remote technical support for customers setting up and troubleshooting home Wi-Fi and fibre systems, guiding users through step-by-step resolutions. Diagnosed network connectivity issues, escalated complex cases to field engineering, and handled 200+ calls while scheduling on-site service appointments.

Wi Fi & Fibre Setup Remote Support Escalations Field Engineering Appointment Scheduling

SN

Customer Service & Debt Collection Agent

Sigma Ltd (Eon & Eon Next)

Jul 2021 - Apr 2022 (9 months)

Managed UK utility accounts by explaining complex billing statements, resolving disputes, and supporting debt management through flexible payment plan options. Provided dedicated support to elderly and disabled customers and coordinated with field service teams to schedule meter repairs and replacements.

Utility Account Management Billing Support Debt Collection Billing Disputes Elderly Disabled Customer Support Conflict Resolution Field Service Coordination

Education

Degrees, certifications, and relevant coursework

SC

Shadow Careers

BPO Certificate, Business Process Outsourcing (BPO)

Completed a BPO certificate through Shadow Careers in July 2021.

AA

Atvance Academy

Certificate in Occupational Health, Safety and Environment, Occupational Health and Safety

Completed an Occupational Health, Safety and Environment certificate at Atvance Academy in 2020.

MS

Mondale High School

National Senior Certificate, Secondary Education

Completed the National Senior Certificate at Mondale High School in December 2018.

Tech stack

Software and tools used professionally

Gmail

Canva

Calendly

Remote

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