KATINA HUNLEY
Bogue Chitto
Summary
Highly professional Senior Remote Technical Support professional with technical expertise in software and hardware support. A team leader with advanced troubleshooting skills, analytical thinking, and conflict resolution abilities. Excellent time management and critical thinking skills. Demonstrated expertise in remote technical support, customer service, and problem resolution.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever
05.2024 - 02.2025
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Senior Remote Technical Support
Fiserv
05.2022 - 04.2024
- Utilized remote desktop tools to provide remote technical support to customers worldwide
- Provided remote technical support over phone calls or emails when required
- Provided Tier 2 technical support to customers via phone, email and remote access tools
- Provided technical support via phone, email, and remote access tools
- Provided technical support to users in a timely manner via telephone or remote access software
- Exhibited excellent communication skills while interacting with customers to provide technical support remotely
- Provided technical support and advice on installation and repair procedures for customers both onsite and remotely
Senior remote support agent
Conduent
01.2020 - 04.2022
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Provided exceptional customer service to clients in fast-paced call center environment
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Read from scripts to promote uniformity and consistency in communications
- Referred unresolved customer grievances to designated departments for further investigation
- Provided technical support to customers in a call center environment, troubleshooting hardware and software issues
Customer Service Representative Remote
Broad path
07.2018 - 12.2019
- Navigated multiple computer systems and applications and utilized search tools to find information
- Assisted customers with product selection by providing detailed information about available products and services
- Performed data entry tasks accurately and in a timely manner
- Addressed customers courteously using suitable methods and problem-solving skills
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Logged details of customer service calls in computer system following correct protocols
Insurance Agent
Union National Life and Fire insurance
06.2015 - 06.2018
- Exhibited expertise in evaluating customer needs in order to recommend appropriate coverage levels based on individual circumstances
- Maintained current understanding of changing regulations related to the industry by regularly reading industry publications and attending seminars
- Set appointments with prospective clients to present suitable insurance packages
- Developed marketing strategies to compete with other individuals and companies who sold insurance
- Ensured compliance with all applicable regulations when completing paperwork for policy issuance or cancellation requests
- Used company software to analyze customer coverage needs, write quotes, and issue policies
- Analyzed insurance policies to verify compliance with state and federal regulations
- Customized insurance programs to suit individual customers, often covered variety of risks
- Built and maintained relationships with clients to support satisfaction
- Obtained and provided information when claims were made on policy
- Sought out new clients and developed clientele by networking to find new customers and generate lists of prospective clients
Education
Associate in Arts (A.A.) - Social work
Copiah-Lincoln Community college
Wesson, Mississippi05.2011
Skills
- Technical Expertise
- Software Support
- Customer Service
- Advanced Troubleshooting
- Hardware Support
- Problem Solving
- Problem Resolution
- Issue Resolution
- Customer Support
- Call Management
- Technical Troubleshooting
- Incoming Call Management
- Multitasking
Certification
Life Fire and Health Insurance
Timeline
Customer Service Representative
Foundever
05.2024 - 02.2025
Senior Remote Technical Support
Fiserv
05.2022 - 04.2024
Senior remote support agent
Conduent
01.2020 - 04.2022
Customer Service Representative Remote
Broad path
07.2018 - 12.2019
Insurance Agent
Union National Life and Fire insurance
06.2015 - 06.2018
Associate in Arts (A.A.) - Social work
Copiah-Lincoln Community college
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