Serina Walker Email & Phone Number

Austin, Texas Metropolitan Area

• Led service strategies in consumer electronics and home automation to drive technology adaptation.• Provided career development and performance management to IT Agents and supervisors.• Created empathy-based trainings for technical language delivery to ensure client confidence.

Cedar Park, Texas, United States

Consumer Electronics Company designed to help others adapt to current technology through electronicsConducted training's developed to prepare employees on overcoming client objections around introducing new technology into their lifestyle.Creatively transcribe technical dialect into relatable context ultimately advancing client relationships through confidence and trust.Increased Technical Support memberships 300% by elevating employee sales techniques to solve for the current and future needs of our members.Trained agents to set up, troubleshoot, repair and maintain the integrity of actively supported desktops, laptops, and tablets, ensuring ease of use for all clients.AASP certified location holding multiple IOs service certifications.Overlooked the open repair and support for Apple Mac/IOs and windows devices.

Austin, Texas Area

• Proven ability to inspire personal growth and operational excellence through employee inclusion and ongoingknowledge assessments.• Increased customer satisfaction scores 37% by taking a genuine interest in our clients, owning any issuesfrom start to finish, and going above and beyond to surpass expectations.• Assist associates in complex interaction providing in-depth understanding of regulatory compliance andproduct knowledge creating a positive customer perspective.• Communicated vital information daily using Microsoft Word, Excel, and Outlook to established and promoteconsistency throughout.• Assessed and implemented a core tracking system converting acquired company standards into asuccessfully developed result driven system

Austin, Texas Area

• Oversaw e-approvals and overrides with the highest authority levels, ensuring compliance and efficiency.• Educated branch partners on strategies to enhance client relationships, resulting in a 23% production increase.• Consulted with local businesses to provide financial stability solutions, leading to the acquisition of new commercial clients.• Recognized as the top performer within the district for consistent excellence.