Contact Jemaal Richardson, Working Professional, Fort Lauderdale

AT&T Inc.

2018-04 - 2020-10

Provided primary customer support to internal and external customers in fast-paced environment.
Trained staff on operating procedures and company services.
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction from 43% to average of 89% based on VOC ratings.
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Key Assets Group

2017-05 - 2018-03

Developed project plans identifying key issues, Resolved audit findings from disaster recovery tests and improved processes by updating procedures and providing verification in lab environment.
Designed, documented and executed maintenance procedures, including system upgrades and patch management using update manager.
Assessed software bugs and compiled findings along with resolution techniques in documentation to disseminate to [Job title]s.
Attended meetings with quality assurance, developers and project managers to assess scope and sequence of project.
Planned and devised cohesive test plans for [Type] projects using [Type] and [Type] technologies.

Dromod Boxty Ltd

2017-03 - 2018-03

Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Developed and tested new product offerings prior to release to assist development team in bug identification.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Patched software and installed new versions to eliminate security problems and protect data.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Education Payroll Limited

2013-04 - 2017-02

Diagnosed and resolved user system functionality issues to enable completion of desired operations.
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Checked figures, postings and accounting documents for correct entry, mathematical accuracy and proper coding.
Researched payroll errors and processed payments for federal and state taxes, superannuation and various employee deductions, annuity contributions and retirement plan withholdings.
Ran fortnightly payroll for 175k employees, including set-up of warrant number for payroll date in Novopay database.

Education Payroll Limited

2013-04 - 2014-04

Managed CRM database, including troubleshooting, maintenance, updates and report generation.
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
Monitored and evaluated personnel performance to complete monthly and quarterly reviews, recommend advancement or addressed productivity concerns.
Recruited, hired, trained and supervised staff of 190 and implemented mentoring program that offered positive employee engagement through "Buddy" support.
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.

Chocolate Mobile Ltd.

2012-03 - 2013-04

Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Devised and published metrics to measure organization's success in delivering world class customer service.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Jemaal Richardson