D'Angela Holmes
Hattiesburg
Summary
Dynamic professional with extensive experience at ADT, excelling in technical troubleshooting and customer service. Proven track record of enhancing user satisfaction through effective remote support and quality assurance. Skilled in team training and process improvement, fostering collaboration and efficiency in fast-paced environments. Committed to delivering exceptional results and optimizing workflows.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
ADT
05.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Team Lead
SaviLinx
09.2022 - 04.2023
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Data Entry Lead
SaviLinx
04.2020 - 04.2022
- Enhanced data accuracy by implementing quality control measures and streamlining data entry processes.
- Reduced turnaround times for urgent requests by prioritizing tasks based on project deadlines and resource availability.
- Provided expert guidance on best practices for database management, contributing significant value-add to interdepartmental collaborations requiring specialized knowledge on specific systems or platforms.
- Optimized workflow management, resulting in faster completion of assignments and increased customer satisfaction.
Insurance Customer Service Representative
Global Knowledge
03.2018 - 02.2020
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
Apartment Manager
Foshee Management
03.2016 - 10.2018
- Coordinated with maintenance staff to quickly resolve repair requests, minimizing tenant inconvenience.
- Managed property financial records by collecting rent from [Number] tenants and reconciling monthly accounts payable and receivable.
- Managed lease renewals process efficiently while negotiating optimal terms for both landlord and tenants.
- Maximized occupancy rates through proactive marketing and timely processing of rental applications.
Education
Associate of Applied Science -
Pearl River Community College
Poplarville, MSHigh School Diploma -
Blair High School
05-2011
Skills
- Technical troubleshooting
- Remote support
- Customer service
- Software installation
- Data management
- Team training
- Quality assurance
- Process improvement
Timeline
Technical Support Representative
ADT
05.2023 - Current
Team Lead
SaviLinx
09.2022 - 04.2023
Data Entry Lead
SaviLinx
04.2020 - 04.2022
Insurance Customer Service Representative
Global Knowledge
03.2018 - 02.2020
Apartment Manager
Foshee Management
03.2016 - 10.2018
Associate of Applied Science -
Pearl River Community College
High School Diploma -
Blair High School
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