Trena Thomas
Computer User Support Specialist at ACI Learning- Claim this Profile
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Topline Score
Bio
Credentials
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CompTIA Network+
CredlyFeb, 2023- Oct, 2024 -
CompTIA A+ Core 1
CredlyJan, 2023- Oct, 2024 -
CompTIA A+ Core 2
CredlyJan, 2023- Oct, 2024 -
ITIL® Foundation
CredlyDec, 2022- Oct, 2024
Experience
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ACI Learning
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San Antonio, Texas, United States
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Computer User Support Specialist
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Dec 2022 - Present
• Installed and supported Windows OS including command line & client support while troubleshooting devices and resolving network issues • Ensured physical security & common attacks while securing the wired and wireless local network • Detected various types of compromises and have an understanding of penetration testing and vulnerability scanning concepts • Installed and supported Windows OS including command line & client support while troubleshooting devices and resolving network issues • Ensured physical security & common attacks while securing the wired and wireless local network • Detected various types of compromises and have an understanding of penetration testing and vulnerability scanning concepts
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TaskUs
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Quality Support Analyst
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Oct 2019 - Jul 2022
-Successfully identified digital marketing trends, best practices, achievement of goals and objectives and areas needing improvement by monitoring calls and providing analysis to agents, supervisors and management. -Accurately determined where more training or one-on-one coaching may be needed by planning, scheduling and conducting monitoring and data analysis activities based on the Quality Metric set up by senior management. -Increased customer satisfaction by preparing reports to… Show more -Successfully identified digital marketing trends, best practices, achievement of goals and objectives and areas needing improvement by monitoring calls and providing analysis to agents, supervisors and management. -Accurately determined where more training or one-on-one coaching may be needed by planning, scheduling and conducting monitoring and data analysis activities based on the Quality Metric set up by senior management. -Increased customer satisfaction by preparing reports to communicate trends and findings and make recommendations as appropriate to senior management on monthly basis. -Continuously improved monitoring standards by working collaboratively with the entire Q&A team. -Improved quality assurance performance by effectively coaching agents.
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Customer Service Advisor-Digital Marketing
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Apr 2018 - Oct 2019
-Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps with advertising products via phone, chat, and email. -Researched, documented, and escalated cases to higher levels of support according to procedures. -Investigated, troubleshooted and resolved customer concerns by communicating technical issues to hire tiers or utilizing business resources. -Supported processes, quality, reporting, escalations and communication of… Show more -Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps with advertising products via phone, chat, and email. -Researched, documented, and escalated cases to higher levels of support according to procedures. -Investigated, troubleshooted and resolved customer concerns by communicating technical issues to hire tiers or utilizing business resources. -Supported processes, quality, reporting, escalations and communication of digital marketing Policies/Products to a range of stakeholders for major social media platforms. -Leveraged data tools and other sources of Partner feedback to identify themes, uncovered and prioritized policy and/or product issues and communicated key takeaways to Policy/Product and other teams to shape business direction.
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VMC
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San Antonio, Texas
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Technical Service Representative
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Dec 2016 - Apr 2018
-Performed extensive front-line investigations into technical issues, and logged cases with accurate information in order to provide a full record of each issue and resolution. -Reviewed insurance IOS policy terms to determine whether a particular loss is covered by insurance. -Troubleshooted issues with various iOS devices, Desktops, Tablets, Phones, and Laptops. -Conferred with customers by telephone to provide information about IOS products or services, process, cancel… Show more -Performed extensive front-line investigations into technical issues, and logged cases with accurate information in order to provide a full record of each issue and resolution. -Reviewed insurance IOS policy terms to determine whether a particular loss is covered by insurance. -Troubleshooted issues with various iOS devices, Desktops, Tablets, Phones, and Laptops. -Conferred with customers by telephone to provide information about IOS products or services, process, cancel accounts, or obtain details of technical issues. -Provided exceptional service to 100+ customers on a daily basis via phone. Show less -Performed extensive front-line investigations into technical issues, and logged cases with accurate information in order to provide a full record of each issue and resolution. -Reviewed insurance IOS policy terms to determine whether a particular loss is covered by insurance. -Troubleshooted issues with various iOS devices, Desktops, Tablets, Phones, and Laptops. -Conferred with customers by telephone to provide information about IOS products or services, process, cancel… Show more -Performed extensive front-line investigations into technical issues, and logged cases with accurate information in order to provide a full record of each issue and resolution. -Reviewed insurance IOS policy terms to determine whether a particular loss is covered by insurance. -Troubleshooted issues with various iOS devices, Desktops, Tablets, Phones, and Laptops. -Conferred with customers by telephone to provide information about IOS products or services, process, cancel accounts, or obtain details of technical issues. -Provided exceptional service to 100+ customers on a daily basis via phone. Show less
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AppleOne Employment Services
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San Antonio, Texas Area
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Wells Fargo hr service project csr
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Sep 2016 - Oct 2016
-Supported the annual open enrollment process. -Assist with benefits and workers’ compensation questions from employees and be able to resolve complex and escalated benefit and leave issues. -Maintained and updated documentation and internal policies related to employee benefits and HRIS functions. -Served as a point of contact for all employee benefit inquiries and assisted in employee benefit education regarding benefit options and when plan changes occurred… Show more -Supported the annual open enrollment process. -Assist with benefits and workers’ compensation questions from employees and be able to resolve complex and escalated benefit and leave issues. -Maintained and updated documentation and internal policies related to employee benefits and HRIS functions. -Served as a point of contact for all employee benefit inquiries and assisted in employee benefit education regarding benefit options and when plan changes occurred. -Reset/troubleshoot TM passwords who had been locked out the system -Monitored and resolved errors in file processing for enrollments, COBRA, terminations, life events, QMCSOs -Changed/Calculated flexible spending acct contributions Show less -Supported the annual open enrollment process. -Assist with benefits and workers’ compensation questions from employees and be able to resolve complex and escalated benefit and leave issues. -Maintained and updated documentation and internal policies related to employee benefits and HRIS functions. -Served as a point of contact for all employee benefit inquiries and assisted in employee benefit education regarding benefit options and when plan changes occurred… Show more -Supported the annual open enrollment process. -Assist with benefits and workers’ compensation questions from employees and be able to resolve complex and escalated benefit and leave issues. -Maintained and updated documentation and internal policies related to employee benefits and HRIS functions. -Served as a point of contact for all employee benefit inquiries and assisted in employee benefit education regarding benefit options and when plan changes occurred. -Reset/troubleshoot TM passwords who had been locked out the system -Monitored and resolved errors in file processing for enrollments, COBRA, terminations, life events, QMCSOs -Changed/Calculated flexible spending acct contributions Show less
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Convergent
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San Antonio, Texas Area
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Time Warner Project Csr
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Nov 2015 - Aug 2016
-Provided over-the-phone account and payment support services, including maintenance, activations, and cable packages, plus how and when to schedule cable technician visits and transferred calls to applicable support teams. -Resolved customer billing inquiries and account issues, adjusted services as requested, and upheld positive customer relationships. -Exceeded metric expectations by up to 50% in my position, and was one of the highest performers on my team due to strong… Show more -Provided over-the-phone account and payment support services, including maintenance, activations, and cable packages, plus how and when to schedule cable technician visits and transferred calls to applicable support teams. -Resolved customer billing inquiries and account issues, adjusted services as requested, and upheld positive customer relationships. -Exceeded metric expectations by up to 50% in my position, and was one of the highest performers on my team due to strong interpersonal skills, attention to detail, and efficiency. -Arranged for debt repayment or establish repayment schedules, based on customers' financial situations. -Reviewed invoices, such as purchased tv orders, Wi-Fi services, or telephone charges, to compute fees or charges due. Show less -Provided over-the-phone account and payment support services, including maintenance, activations, and cable packages, plus how and when to schedule cable technician visits and transferred calls to applicable support teams. -Resolved customer billing inquiries and account issues, adjusted services as requested, and upheld positive customer relationships. -Exceeded metric expectations by up to 50% in my position, and was one of the highest performers on my team due to strong… Show more -Provided over-the-phone account and payment support services, including maintenance, activations, and cable packages, plus how and when to schedule cable technician visits and transferred calls to applicable support teams. -Resolved customer billing inquiries and account issues, adjusted services as requested, and upheld positive customer relationships. -Exceeded metric expectations by up to 50% in my position, and was one of the highest performers on my team due to strong interpersonal skills, attention to detail, and efficiency. -Arranged for debt repayment or establish repayment schedules, based on customers' financial situations. -Reviewed invoices, such as purchased tv orders, Wi-Fi services, or telephone charges, to compute fees or charges due. Show less
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Education
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2022 - 2023
ACI Learning
Computer User Support Specialist -
2006 - 2009
Houston Community College
Some Credits, Basic -
2001 - 2005
Westside High School
diploma
Community
