Taraneisha Franklin
Customer Service & Technical Support Representative
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About
Customer-focused and technically skilled Customer Service & Technical Support Representative with 6+ years of experience supporting high-volume environments for nationally recognized companies. Proven ability to resolve complex technical issues, de-escalate concerns, and deliver exceptional customer experiences across chat, phone, and email channels. Known for strong communication, empathy, problem-solving, and consistently exceeding performance metrics.
A reliable team player who adapts quickly and thrives in fast-paced, remote, and customer-centric roles.
Experience
Customer Service & Technical Support Associate at Amazon (2023-07 – Present)
- Provide high-volume customer and technical support for Amazon customers via phone, chat, and email while maintaining strict SLA requirements
- Troubleshoot account access, order discrepancies, device issues, and system-related concerns with a first-contact resolution rate above 90%
- Navigate multiple internal systems simultaneously to document cases accurately and efficiently
- De-escalate complex and sensitive customer situations using empathy and solution-focused communication
- Consistently exceed quality assurance standards and productivity metrics
- Recognized for reliability, professionalism, and strong attention to detail in a fast-paced environment
Technical Support Advisor at Apple (2021-05 – 2023-06)
- Delivered advanced technical support for Apple products including iPhone, iPad, MacBook, and iOS/macOS software
- Diagnosed hardware and software issues, guiding customers through step-by-step solutions with patience and clarity
- Maintained customer satisfaction scores above 95% through clear communication and personalized support
- Documented technical cases thoroughly in CRM systems to ensure continuity of care
- Educated customers on device features, updates, and best practices to reduce repeat issues
- Collaborated with senior advisors and engineering teams to resolve escalated cases
Customer Service Representative at Comcast Xfinity (2019-03 – 2021-04)
- Supported residential customers with billing inquiries, service upgrades, outages, and technical troubleshooting
- Handled high call volumes while maintaining professionalism and empathy
- Reduced repeat calls by effectively resolving issues during initial contact
- Promoted retention by offering tailored solutions and explaining services clearly
- Met and exceeded monthly performance metrics for call handling time, quality, and customer satisfaction
