Meiyah Watson
Norfolk
Summary
Results-driven Service Desk Associate with expertise in customer service and technical issue resolution. Skilled in ticketing systems and incident management, consistently enhancing team efficiency and training new associates. Proven ability to exceed performance metrics while fostering a collaborative work environment.
Overview
6
6
years of professional experience
Work History
Service Desk Associate
Homport Hampton Roads
08.2019 - Current
- Resolved technical issues for users, ensuring timely support and high customer satisfaction.
- Managed service requests through ticketing system, prioritizing tasks to enhance workflow efficiency.
- Trained new associates on service desk protocols and software applications, fostering a collaborative environment.
- Developed knowledge base articles to streamline troubleshooting processes and improve team resources.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Provided exceptional customer service through active listening, empathy, and clear communication skills.
- Consistently met or exceeded service level agreements and performance metrics, resulting in recognition as a top-performing Service Desk Associate.
Education
Associate of Science - Accounting And Finance
Tidewater Community College
Norfolk, Virginia, VA08-2022
Skills
- Ticketing system proficiency
- Training and mentoring
- Software knowledge
- Incident management
- Customer service
- Verbal and written communication
- Technical issues analysis
- Analytical thinking
- Issue troubleshooting
- Appointment scheduling
- Complaint resolution
Timeline
Service Desk Associate
Homport Hampton Roads
08.2019 - Current
Associate of Science - Accounting And Finance
Tidewater Community College