Tonya Hicks-Burke

Dedicated Customer Support Representative with 10+ years of success delivering exceptional customer experiences and application support. Proven track record of learning and supporting proprietary applications. Enthusiastic team player with a passion for helping navigate business challenges and solve problems. Effective communicator who has been consistently recognized by senior leaders for providing friendly, outgoing support and collaboration as a team player.

CORE COMPETENCIES AND ACHIEVEMENTS

Customer-Centric Support: Proven track record of delivering positive customer experiences and leveraging active listening skills to uncover underlying needs and identify solutions for complex challenges and business problems.

Call Center Best Practices: Subject Matter Expert on call center and application support best practices, with demonstrated abilities to audit procedures and identify opportunities to improve call center operations.

Operations Management: Coached, mentored, and developed a team of Support Representatives, including monitoring daily metrics against established KPIs, including average speed of answer, talk times, and hold times.

Training: Trained and mentored level 1 technicians to improve first-call resolution percentages and provide better support for customers, which increased customer satisfaction scores while minimizing operational impact.

Troubleshooting: SME with a proven history of performing in-depth troubleshooting to find the root cause of complex issues, researching solutions to resolve the problem, and documenting troubleshooting steps and solutions. 

Throughout my career in IT Support, I have had the opportunity to work with amazing companies and talented people. During that time, I have learned a proven formula, my passion creating exceptional customer experiences, desire to improve service desk operations, plus my knowledge in application support, equals success.  Help in training others.

It is with this understanding that I prepare to take the next step in my career to transition into a new support role where I can be a key contributor to creating service with excellence. That is why your job posting for the (JOB TITLE) role caught my attention. I knew immediately that my knowledge, experience, and perspective could bring value to your team.

Customer-Centric Application Support: Proven track record of providing exceptional technical support, with expertise in Tier 1 and Tier 2 application support for internal and proprietary software, Salesforce.com, and Microsoft Applications.

Call Center Best Practices: Subject Matter Expert on call center and application support best practices, with demonstrated abilities to audit procedures and identify opportunities to improve call center operations.

Operations Management: Coached, mentored, and developed a team of Tier 1 Application Support Representatives, including monitoring daily metrics against established KPIs.

Training: Trained and mentored level 1 technicians to improve first call resolution percentages, and provide better support for customers, which increased customer satisfaction scores while minimizing operational impact.

Troubleshooting: SME with proven history of performing in depth troubleshooting to find the root cause of complex technical issues, researching solutions to resolve the problem, and documenting troubleshooting steps and solutions.

In addition to the achievements and attributes listed above, I bring dedication to excellence and an innovative approach to customer support. I bring a sense of optimism and determination to create value in every client interaction.

I hope this gives you insight into who I am and how I can contribute to your organization. 

A+ | MyComputerCareer.com
MCDST | MyComputerCareer.com
MCTS | MyComputerCareer.com
MCP | MyComputerCareer.com
Medical Assistant | Sanford Brown Institute
AS, Computer Technology | Control Data Institute