Zyquishia Mateen
@zyquishiamateen
Seasonal Team Lead and technical support professional improving service levels and resolving issues.
United StatesWhat I'm looking for
I’m an experienced technical support professional with 3 years in support and leadership roles, and I’m currently recognized for stepping into high-demand seasons with clear ownership. I focus on troubleshooting complex issues while keeping the customer experience steady, calm, and resolution-driven.
In my most recent role at Foundever – Intuit QuickBooks Technical Support, I provide support across multiple channels, perform remote diagnostics, and analyze error logs to identify root causes. I also collaborate with cross-functional teams to escalate and resolve advanced hardware and software problems, guiding customers through installations, updates, and configurations.
As a Foundever – Intuit TurboTax Seasonal Team Lead, I supervised Customer Service Agents during seasonal peaks, managing attrition and absenteeism while ensuring service levels were consistently maintained. I handled escalation procedures, evaluated agent performance, mentored teammates, and executed performance management documentation, including initiating termination processes when necessary.
I bring strong conflict resolution, effective communication, and customer service excellence to every interaction. Whether I’m de-escalating difficult situations, supporting SLA compliance, or delivering accurate statistical and verbal reports for historical status and forecasting, my goal is always complete issue resolution and a team that performs under pressure.
Experience
Work history, roles, and key accomplishments
Provided technical support across multiple channels, troubleshooting complex hardware and software issues using remote diagnostics and error-log analysis to identify root causes. Escalated advanced issues with cross-functional teams and guided customers through software installations, updates, and configurations while maintaining high customer satisfaction.
Supervised customer service agents during seasonal peaks, managing performance, attrition, and absenteeism while ensuring service levels were consistently maintained. Managed escalations, approved time cards, processed payroll, mentored agents, and produced statistical and verbal reports for status and forecasting.
Resolved complex hardware and software issues through multiple channels while documenting detailed interactions in internal systems. Partnered with cross-functional and product development teams to escalate advanced technical challenges, meet SLAs, and follow up to ensure complete resolution.
Delivered remote technical assistance via phone, email, and chat, surpassing first-call resolution goals and departmental performance targets. Analyzed system configurations and error logs, escalated recurring/complex issues with engineering and product teams, and provided step-by-step guidance for installations, updates, and troubleshooting.
Completed timely, accurate deliveries while maintaining strong customer satisfaction. Communicated order status and special instructions clearly, ensured order accuracy and proper handling, and managed vehicle maintenance for reliable service.
Security Officer
Royal Protective Solutions
Nov 2022 - Mar 2024 (1 year 4 months)
Conducted regular patrols and monitored surveillance systems to protect premises and personnel. Investigated incidents and breaches, identified suspicious behavior, and directed traffic flow to maintain a safe environment.
Education
Degrees, certifications, and relevant coursework
Rasmussen University
Diploma, Pharmacy Technician
2015 -
Completed a Pharmacy Technician program in Health Sciences, earning a diploma in 2015.
Towers High School
High School Diploma, High School
Earned a High School Diploma from Towers High School in 2008.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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