Open to opportunities

talisha gervins

@talishagervins

Message

Customer-focused IT and call-center professional with technical troubleshooting expertise.

United States

Message

What I'm looking for

I’m seeking a customer-focused role applying IT troubleshooting and support skills in a collaborative team that values clear documentation, empathy, process improvement, and opportunities for professional growth.

I am a customer-focused IT and call-center professional with over nine years of experience resolving high-volume customer inquiries and troubleshooting technical and account issues. I hold an Associate Degree in Computer Science and document recurring problems to drive service improvements.

I have proven success arranging tailored repayment plans, de-escalating complaints, and collaborating with technical teams to resolve product or software issues. In earlier call-center roles I managed 80+ inbound calls per day while meeting performance metrics and quality standards.

I bring empathy, attention to detail, strong written and verbal communication, and a commitment to improving customer satisfaction through clear documentation and quality assurance processes. I seek roles where I can apply IT troubleshooting and customer service expertise to reduce recurring issues and enhance the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Service & Account Specialist

Current

FirstEnergy Corp.

Sep 2015 - Present (9 years 11 months)

Respond to high-volume customer inquiries via phone and written channels, troubleshoot account issues and arrange repayment plans; document recurring problems to support quality improvements and collaborate with technical teams on escalations.

Customer Service Technical Support Escalation Management Documentation Cross Functional Collaboration

Customer Service Representative

Allstate

May 2015 - Aug 2015 (3 months)

Reviewed insurance policy terms to determine coverage eligibility and handled customer complaints, resolving issues through written and verbal correspondence before escalation.

Customer Service Troubleshooting Written Communication Documentation Escalation Management

Call Center Representative

Sterling Jewelers

Jul 2013 - May 2015 (1 year 10 months)

Managed 80+ inbound calls per day, resolving account and service inquiries, documenting issues for timely follow-up and meeting performance metrics in a fast-paced call center.

Call Center Operations Documentation Performance Metrics