Tamika Edwards has over 15 years of experience in customer service and product support roles. She is currently a Product Support Specialist providing first level technical support and troubleshooting for Springer Miller Systems. Previously, she held several customer service representative roles providing support for Barrister Global Services, Netflix, UPS, Diamond Resorts International, Verizon Wireless, Sony Computer, and Walmart. She has strong communication skills and experience resolving technical issues in a high-volume environment. Tamika is pursuing a BS in Nursing from Cal State Los Angeles University East Los Angeles.

1. Tamika Edwards
(702) 883-4982 Email:TAMIKAEDWARDS89074@HOTMAIL.COM
Product Support Specialist /Customer Service Representative with 15 years of experience with demonstrated
success. Strategic, efficient, productive and solution-focused with an eye for detail. Excellent written and verbal
communication skills and extremely productive in a high volume and high stress environment.
Education/Certifications
04/2002 – 12/2004 Cal State Los Angeles University East Los Angeles
Major: BS, Nursing (Pending)
Professional Experience
Product Support Specialist Springer Miller Systems 09/2015—Present
Provide 1st level support, diagnose reported issues and advise customers on steps to correct the problem.
Escalate problem cases to the Senior Product Specialists for resolution with complete and accurate documentation.
Answers technical support related questions and resolves technical problems using in-house computers, company
software, in-house knowledge base, and third party connection software. Work with clients to ensure product
configuration and operational policies and procedures are optimized for use of the SMS software. Review service
related reports (e.g. database backups, maintenance, monitoring) on a daily basis to ensure service related issues
are identified and resolved within our established SLAs. Experience working with Windows server, including Active
Directory and proper disk configurations. Educate customers and actively encourage participation in the Host Users
Group organization and on Springboard E-Learning.
Customer Service Representative Barrister Global Services 12/2013 – 05/2015
Negotiate fees for repairs, recruit and sign up new technicians for onsite printer and computer repairs. Advise
technicians of the scope of work, tools needed, date and time of the call, and include any site-specific
information. Ensuring technicians have all documentation needed to successfully complete the service call.
Contacting end-user to set and confirm appointment for multiple projects. Dispatch technicians to perform break fix
repairs.
Customer Service Representative Netflix (Cornerstone Staffing) 1/2013 – 12/2013
Account management, establish/deactivate accounts, process payments and trouble-shoot devices.
Customer Service Representative UPS Teleservices 10/2009 - 3/2012
Provide IT support and troubleshooting shipping software, and provide remote access for creating imports of files.
Processed international shipment and ensured customs requirement and documents were valid for shipments .
Process orders for parts via logistic inventory, creating flights and drive orders to deliver shipments , tracing lost
packages. Data entry of master files, and processing; performed a variety of back office functions.
Customer Service Rep/Ops Administrator Diamond Resorts Int’l 04/2008 – 04/2009
Responsible for the resolution/fulfillment of member/owner request including but not limited to: payment processing,
and billing, sales inventory and bookings, and sales incentive fulfillment, club request. Perform a variety of back
office functions: handles inbound calls to club operations area as part of supporting remote for contact centers,
sales center and resorts, as well as placing outbound calls to members/owners when necessary. Resolved billing
discrepancies and initiates refunds if necessary. Performed points adjustments or audits upon request as outlined
in departmental policy. Facilitate account updates. Responsible for booking/fulfillment/resolution of affiliate resort
inbound reservations.
Customer Service Representative Verizon Wireless (Sitel Corporation) 03/2007 to 08/2007
Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step by step instructions
to resolve customer billing issues. Provide technical support for programming and upgrading phones and calling
plans. Processed customers payments.
Customer Service Representative Sony Computer (Clientlogic) 12/2005 to 12/2006
Answer inbound calls providing technical support for Playstation gaming systems. Assisting customers with in
warranty and out of warranty exchanges. Processed payments for U.S. and Canada repairs. Answered an average
of one hundred customer calls in a day through the call center queue.
Cashier/Courtesy Desk Clerk Walmart 02/2005 to 12/2005

2. Assist customers upon check out. Worked courtesy desk assisting customer with exchanges and returns.
Processing merchandised to be returned to vendor.
Tutor/ Learning Center Aide Los Angeles Southwest College 06/2001 to 12/2004
Tutor students in various science courses, English and GED prep classes. Help student learn test taking skills and
studying techniques.