Jataya Fowlkes
Winston-Salem
Summary
Customer Service Representative with experience in providing technical support and resolving customer inquiries through effective communication and problem-solving techniques. Demonstrated ability to document resolutions and maintain records of customer interactions, ensuring a comprehensive knowledge base for future reference. Successfully conducted diagnostic testing to identify issues and followed up with customers to ensure satisfaction, contributing to improved service delivery. Proficient in troubleshooting network connectivity and software installation, enhancing overall customer experience.
Overview
5
5
years of professional experience
Work History
Apple Technical Support Representative
Apple
Remote
03.2023 - Current
- Performed system updates for operating systems, software applications, security patches.
- Documented resolutions into knowledge base for future reference by other team members.
- Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.
- Maintained records of customer interactions and transactions within the database systems.
- Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions.
- Followed up with customers after resolving their inquiries to ensure satisfaction.
- Configured network settings on Apple devices according to user requirements.
- Provided technical support to customers on Apple products, including iPhone, iPad, Macbook and iMac.
- Attended training sessions regularly to stay updated on latest product developments from Apple.
Administrative Coordinator
Chevelle’s ComfortNest Living LLC
Winston-Salem
02.2020 - 11.2024
- Responded to customer inquiries via phone or email in a professional manner.
- Prepared detailed reports and presentations for executive staff.
- Maintained calendars for multiple executives.
- Developed tracking systems for departmental projects and initiatives.
- Documented processes related to problem resolution and created training materials for new staff members.
- Responded promptly to inquiries regarding product or service issues, providing timely updates as needed.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Monitored system performance and implemented preventive maintenance procedures.
- Provided recommendations on hardware purchases based on customer requirements.
- Deployed new computer systems and peripherals such as printers or scanners to end-users.
- Provided technical support and troubleshooting assistance to end-users via telephone, email, and remote access.
- Upgraded operating systems and other types of software packages when needed.
Education
Some College (No Degree) -
Forsyth Technical Community College
Winston-Salem, NCSkills
- Technical support
- Network troubleshooting
- System updates
- Customer service
- Problem solving
- Effective communication
- Project management
- Learning agility
- Hardware repair
- Flexibility
- Software installation
- Team building
Timeline
Apple Technical Support Representative
Apple
03.2023 - Current
Administrative Coordinator
Chevelle’s ComfortNest Living LLC
02.2020 - 11.2024
Some College (No Degree) -
Forsyth Technical Community College