Ervin Wilkerson
Danville
Summary
Technical support and customer experience professional with proven track record of resolving complex technical issues and enhancing customer/client satisfaction. Valued for strong collaborative skills and results-driven approach. Known for adaptability and providing reliable solutions in dynamic environments.
Overview
11
11
years of professional experience
Work History
Senior Technical Support Advisor
Transcom USA
03.2025 - Current
- Enhanced customer satisfaction by resolving escalated and complex technical issues and providing efficient solutions.
- Implemented quality assurance measures for support interactions, resulting in consistently positive customer feedback scores.
- Analyzed customer feedback data to identify areas of improvement and implement necessary changes in service delivery.
- Utilized comprehensive knowledge base articles, resolving customer inquiries and providing support on how to implement self-service options.
- Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
Technical Support Advisor
Transcom USA
09.2024 - 03.2025
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails,
- Utilized diagnostic hardware and software to troubleshoot and solve complex technology issues for Apple devices and customers.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Collaborated with multiple teams to seamlessly solve product technical issues.
Elementary School Teacher
Danville Public Schools
08.2023 - 03.2024
- Created lesson plans to correlate with state curriculum standards and devised educational programs to meet educational objectives.
- Evaluated and assessed student progress regularly, providing constructive feedback and adapting teaching methods accordingly.
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Established a positive classroom environment through effective classroom management strategies, fostering respect and cooperation among students.
- Collaborated with fellow teachers to develop interdisciplinary lesson plans, enhancing students'' understanding of various subjects.
Art Gallery Assistant/Intern
Greensboro Project Space
08.2021 - 12.2021
- Assisted with the successful planning and execution of various art events, including exhibitions, lectures, and workshops.
- Maintained clear communication channels between all parties involved in the event planning process, ensuring timely updates and issue resolution.
- Increased art gallery visitor engagement by implementing interactive displays and informative exhibit labels.
- Collaborated with artists and curators to develop comprehensive exhibition materials, enhancing visitor understanding of displayed works.
- Strengthened relationships with artists, collectors, museums, and other galleries through consistent follow-up communications.
Art Instructor
Danville Public Schools
08.2016 - 05.2018
- Created and delivered lessons through face-to-face learning and fulfilled requirements of district's curriculum program.
- Planned and executed activities to promote skill and talent development.
- Enhanced student creativity by implementing diverse art techniques and mediums in lessons.
- Incorporated cross-curricular connections into lesson plans, demonstrating how art is relevant across various subjects including history and science.
- Modeled interpersonal relationships with staff members, students and administrators and strived to enhance student learning and well being.
Customer Service/Sales Lead
The Results Companies
05.2014 - 01.2016
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Education
Bachelor of Arts - Arts Administration
University of North Carolina At Greensboro
Greensboro, NC12.2022
Skills
- Remote support
- Expert problem solving
- Coaching and mentoring
- Escalation handling
- Developing customer/client relationships
- Advanced troubleshooting
Timeline
Senior Technical Support Advisor
Transcom USA
03.2025 - Current
Technical Support Advisor
Transcom USA
09.2024 - 03.2025
Elementary School Teacher
Danville Public Schools
08.2023 - 03.2024
Art Gallery Assistant/Intern
Greensboro Project Space
08.2021 - 12.2021
Art Instructor
Danville Public Schools
08.2016 - 05.2018
Customer Service/Sales Lead
The Results Companies
05.2014 - 01.2016
Bachelor of Arts - Arts Administration
University of North Carolina At Greensboro
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