Carlos Jackson Jr
Grover
Summary
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Federal Student Aid
04.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Help Desk Analyst
Buchanan Technologies
02.2022 - 04.2024
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
Technical Support
Concentrix
05.2018 - 02.2022
- Provided expert technical support, assisting clients in making informed purchasing decisions.
- Provided technical support to clients, addressing their concerns and resolving issues promptly.
- Provided expert technical support to researchers, optimizing equipment functionality and minimizing downtime.
- Provided technical support to customers experiencing difficulties with their mobile devices or services.
Education
Associate Of Applied Science - Computer Programming
King’s College
Charlotte12.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint resolution
Timeline
Customer Service Representative
Federal Student Aid
04.2024 - Current
Help Desk Analyst
Buchanan Technologies
02.2022 - 04.2024
Technical Support
Concentrix
05.2018 - 02.2022
Associate Of Applied Science - Computer Programming
King’s College
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