Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Zoya Morgan

Brooklyn Park

Summary

Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Help Desk Technician

DIRECTV
02.2019 - Current
  • Provided basic end-user troubleshooting and desktop support.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
  • Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.

Customer Relations Specialist

DIRECTV
02.2019 - Current
  • Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
  • Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Conducted regular performance reviews for continuous improvement in customer service delivery.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Maintained accurate records of client interactions, tracking progress towards resolution and identifying trends for process improvements.
  • Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.

Sales Associate

Advantage Sales And Marketing
10.2010 - 12.2014
  • Built relationships with customers to encourage repeat business.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Monitored key performance indicators to ensure continuous improvement in service quality.

Billing Executive

Comcast
06.2014 - 10.2014
  • Provided excellent customer service to clients, addressing concerns and queries related to their bills promptly and professionally.
  • Ensured data security by adhering strictly to confidentiality guidelines when handling sensitive client information during the billing process.
  • Maintained a clean aging report by diligently following up on overdue accounts and negotiating mutually beneficial payment arrangements where necessary.
  • Enhanced client satisfaction with timely and accurate invoicing, ensuring prompt payments and better cash flow management.
  • Managed complex accounts requiring special attention due to unique contract terms or high-value transactions.
  • Assisted in the development of new billing policies and procedures to adapt to changing business needs or industry requirements.

Collection agent

Iqor
01.2012 - 06.2014
  • Collected fees, commissions, and other payments, according to contract terms.
  • Computed interest on bills of exchange, using adding machine and computer terminal, and listed debits and credits on liability sheet.
  • Entered information into computer system to record customers' outstanding balances.
  • Traced unpaid items to determine reasons for nonpayment and notified customers of disposition.
  • Structured and maintained a good work environment worked well with others and had a motivated personality.

Sales Associate

Best Buy
03.2006 - 11.2010
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Engaged with customers to build rapport and loyalty.

Education

Associate's degree - Cyber Security

Southern New Hampshire University-Manchester
Manchester, NH
10-2025

Skills

  • Issue resolution
  • Software updates
  • Hardware repair
  • Remote system analysis
  • Application support
  • Ticket management

Certification

Driver's License

Languages

English
Native or Bilingual

Timeline

Help Desk Technician

DIRECTV
02.2019 - Current

Customer Relations Specialist

DIRECTV
02.2019 - Current

Billing Executive

Comcast
06.2014 - 10.2014

Collection agent

Iqor
01.2012 - 06.2014

Sales Associate

Advantage Sales And Marketing
10.2010 - 12.2014

Sales Associate

Best Buy
03.2006 - 11.2010

Associate's degree - Cyber Security

Southern New Hampshire University-Manchester

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Zoya Morgan