Takia Holt
Jerome
Summary
Detail-oriented and customer-focused professional with experience in help desk support, administrative assistance, customer service, and freelance writing. Adept at troubleshooting technical issues, managing office operations, and enhancing customer satisfaction. Proven ability to streamline processes, improve team efficiency, and deliver high-quality content. Strong communication and problem-solving skills with a track record of measurable impact.
Overview
11
11
years of professional experience
Work History
Virtual Receptionist (Remote)
Ring Savvy
Jerome
12.2023 - Current
- Answer over 100+ calls daily, handling message-taking, appointment scheduling, and service dispatching for legal clients.
- Transfer calls efficiently to the appropriate departments or representatives, reducing call handling time.
- Coordinate consultation bookings, ensuring seamless scheduling for attorneys and clients.
- Provide high-level customer service by professionally addressing client inquiries and concerns.
- Maintain accurate call logs and documentation to enhance workflow and service quality.
Help Desk Technician(Remote)
Tech Solutions inc
Fort Wayne
01.2020 - 12.2023
- Diagnosed and resolved a wide range of hardware, software, and connectivity issues, minimizing downtime for employees.
- Maintained an organized ticketing system, ensuring that 95% of issues were addressed within service level agreements.
- Assisted in rolling out system updates, leading to a 50% reduction in reported software crashes.
- Provided one-on-one and group training sessions, improving employee proficiency with company software by 40%.
- Developed troubleshooting guides, enabling employees to resolve minor issues independently and reducing help desk inquiries by 20%.
- Partnered with cybersecurity teams to implement stronger authentication protocols, enhancing system security.
Freelancer(remote)
Self Employed Writer
Jerome
06.2014 - 08.2021
- Created compelling content for diverse industries, increasing client engagement and retention rates by 50%.
- Edited and proofread written materials with a focus on grammar, clarity, and tone, enhancing readability by 99%.
- Conducted in-depth research to produce well-informed and credible articles, improving audience trust.
- Developed SEO-optimized content strategies that improved clients' website rankings and organic traffic.
- Designed content calendars and managed deadlines, ensuring timely delivery of all projects.
- Worked with graphic designers and marketing teams to enhance visual appeal and readability of articles.
Customer Service Representative(Remote)
U-Haul International
Fort Wayne
04.2018 - 01.2020
- Handled an average of 75+ inbound and outbound calls per shift, assisting customers with rentals, account management, and inquiries.
- Resolved escalated issues effectively, reducing complaint resolution time by 35%.
- Processed payments and refunds with 99% accuracy, ensuring compliance with company policies.
- Utilized active listening and problem-solving skills to de-escalate difficult situations, leading to a 25% decrease in negative feedback.
- Documented customer interactions and trends, contributing to process improvements that enhanced service efficiency.
- Collaborated with multiple departments to ensure seamless service delivery and customer satisfaction.
Administrative Assistant(Remote)
Summit Financial
Boise
02.2016 - 04.2018
- Scheduled and coordinated executive meetings, increasing meeting efficiency by 30%.
- Managed office inventory, cutting supply costs by 15% through strategic purchasing.
- Prepared detailed reports and presentations, improving decision-making for upper management.
- Served as the primary point of contact for internal and external communications, enhancing response time.
- Conducted data entry with a 99% accuracy rate, maintaining up-to-date records for the company.
- Assisted in the hiring process by screening resumes and scheduling interviews, reducing time-to-hire by 20%.
Education
GED -
GED PLUS
Queens, NYSkills
- Technical Support & Troubleshooting
- Customer Relationship Management (CRM)
- Administrative & Office Management
- Content Writing & Editing
- Data Entry & Documentation
- Team Leadership & Coaching
- SEO & Digital Marketing
- Microsoft Office Suite & Google Workspace
- Ticketing Systems (eg, Zendesk, ServiceNow)
- Process Improvement & Workflow Optimization
- Additional Information
- Strong ability to work in fast-paced environments with a focus on efficiency and quality
- Excellent problem-solving skills with a proactive approach to challenges
- Adaptable and quick learner, able to master new software and systems rapidly
Timeline
Virtual Receptionist (Remote)
Ring Savvy
12.2023 - Current
Help Desk Technician(Remote)
Tech Solutions inc
01.2020 - 12.2023
Customer Service Representative(Remote)
U-Haul International
04.2018 - 01.2020
Administrative Assistant(Remote)
Summit Financial
02.2016 - 04.2018
Freelancer(remote)
Self Employed Writer
06.2014 - 08.2021
GED -
GED PLUS