T

Tomesha Robins

About

Detail

Texas, United States

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • Publix
    Technical Support Specialist
    Publix
    Apr 2023 - Apr 2025 (2 years 1 month)
    • Resolved an average of 60+ tickets per day, maintaining a CSAT score of 95% through empathetic communication and fast resolutions. • Collaborated with product and operations teams to reduce ticket escalations by 30%, improving first-call resolution rates. • Documented over 200 recurring customer issues, contributing to a revamp of internal FAQs and product training documents. Implemented follow-up workflows that improved customer follow-through rates by • 18%.
  • JP Morgan chase
    Implementation Analyst
    JP Morgan chase
    Sep 2022 - Nov 2022 (3 months)
    • Supported over 500 clients with billing, account, and technical concerns, reducing average response time by 25%. • Escalated and helped resolve system-wide outages, contributing to a 20% drop in churn during peak incidents. • Provided insights to internal teams that led to updates in onboarding materials, resulting in 40% fewer new-user tickets.
  • New American Funding
    Data Entry Clerk
    New American Funding
    Jun 2021 - Jun 2022 (1 year 1 month)
    • Supported cross-functional teams with accurate data input and system updates for client records. • Helped maintain internal documentation integrity for client-facing tools and reporting platforms. • Flagged and corrected inconsistencies, contributing to smoother user workflows and team productivity.
  • Asurion
    Client Services Representative
    Asurion
    Jul 2020 - Jun 2021 (1 year)
    • Handled Tier 1 technical support requests related to web-based applications and system access. • Communicated with clients and internal teams to resolve platform issues while managing expectations and delivering prompt updates. • Logged and tracked all client issues using ticketing software; contributed to documentation for recurring issues. • Supported users during system transitions and new feature rollouts, providing onboarding and walkthroughs.