Justice B. Email & Phone Number

Chesapeake, VA, US

Elizabeth City, North Carolina, United States

• Demonstrated ability to communicate orally and in writing with a positive customer service attitude.
• ACTIVE Secret Clearance
• Responsible for creating/ maintaining user accounts, resetting passwords, unlocking accounts, checking system servers, reporting server outages, Handling inbound and outbound calls, assisting with network connection.
• Has knowledge of commonly-used concepts, practices, and procedures with customer support and service desk assistance..
• Kept instructions up to date and pre-established guidelines to perform the functions of the job and assist in training material.
• Self supervised

United States

• Through QA and the understanding of the clients business processes, I managed and verified the quality of the companies output of daily cases, making sure requirements are being met, and supporting the companies needs.
• I reported any day to day updates of the project to the QA leads and team to ensure directions were being followed and the following information were being documented correctly.

Chesapeake, Virginia, United States

• Used Salesforce SMB Help Desk to create and manage support/incident tickets, user management, contact/account creation, task management in providing support to users.
• Handled inbound and outbound calls to assist with technical inquiries, network connection errors, system access/browser settings, enabling and disabling accounts, and password reset, and to provide further instructions.
• Triaged incoming trouble tickets/cases with information for accurate documentation and escalated for further action.
• Provided low to moderate level of user service support for technologies. Troubleshooting and communicating resolutions effectively.
• Provide quality assurance status to ensure directions were being followed and information was being documented correctly.

Chesapeake, Virginia, United States

• Received and tracked incoming calls and user requests. Supported users with password reset, account management, site/browser errors, and open enrollment and program instructions.
• Documented tickets by creating detailed notes in the Salesforce Help Desk case management system.
• Experience with VMWare, VPN, and Cisco cross-cloud services.
• Adhered to call center metrics and guidelines within established procedures.
• Received recognition for Service Assurance Award for high-performance and excellent user satisfaction feedback.

Chesapeake, Virginia, United States

• Marketed to fundraise for non-profit organizations
• Had to be relatable and positive-minded to draw incustomers for potential donations
• Handled cash as well electronic transactions
• Traveling to sites to set up booth

Suffolk, Virginia, United States

• I was given the title POC leadership. My responsibilities were:
• Ensure the team was consistently on duty
• Sought solutions to potential problems
• Made sure the team hit their quota
• Maintaining employee safety
• Communicating with operational managers frequently

Suffolk, Virginia, United States

• Produce stocker
• Able to work different job stations (Produce Department Associate, Bakery Department Associate, Meat Department Associate)
• Cake decorating
• Fulfilled orders for customers
• Able to handle hand held tech devices such as (MC40, TC70)
• Problem solving for customers