Subject Matter Expert skilled at resolving complex customer service/technical issues in a timely manner.
Highlights
Troubleshooting proficiency
Vast knowledge of Excel
Exceptional telephone etiquette
Great organizational skills
Education
WESTWOOD COLLEGEChicago, ILExpected in 2010 – –Majoring in Accounting and Financial Management Dec: - GPA:GPA: 3.1GPA: 3.1
Curie Metro High SchoolChicago, ILExpected in 2005 – –High School Diploma:Music - GPA:GPA: 3.0Graduating GPA: 3.0
Accomplishments
Promoted to two different Subject Matter Expert roles in 2 years.
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Used fraud preventative tools to reduce credit card fraud by $1.2M compared to previous year. Â
Experience
Singular Genomics Systems - Credit Card Settlement & Reconciliation Subject Matter Expert Seattle, WA, 2015 - Current
Acted as liaison between BP business
partners and any third party support providers. Â
Initial point of contact for
all settlement/reconciliation issues for credit cards. Â Lead root cause investigation for all credit card settlement and chargeback issues.
Manually enter financial adjustments in SAP.Â
Managed credit card audits
and fuel product issues. Managed all credit card customer fraud while providing
bi-weekly analysis. Â
Created weekly/monthly Excel reports.Â
Provided training to costumers and BP partners regarding the credit card settlement processes.Â
Managed 1099 Tax information for BP retail costumers
BP Global Business Services - Maintenance Technical Support Subject Matter Expert City, STATE, 2014 - 2015
Troubleshot and resolved Network, Point of Sale, and Back of office escalations to resolution.
Lead bridge calls with 3rd party providers during network outages.
Provided knowledge support
for tier 1 and tier 2 technical agents.
Updated and created knowledge base documentation
Reviewed and improved daily processes to enhance performance and inefficiencyÂ
Provided coaching/training for tier 1 and tier 2 technical agents.
Created weekly Excel reports using Vlookup, pivot tables, graphs, macros, and various formulas
Lead root cause investigations to reduce and prevent chronic technical issues
Performed UAT testing for BP global applications for bug fixes and upgrades.
Participated on projects for new initiatives and
enhancements.
QA agent calls and ticket entries.
BP - Global Business Services - Tier 2 MTS technical Specialist City, STATE, 04/2011 - 2014
Troubleshot hardware issues and worked with service providers to facilitate repairs.
Troubleshot network issues by using pings to determine the root cause of the issue.
Troubleshot Retalix point of sale and back office issues remotely.
Recorded all on call information via ticketing system.
Responded
to customer service emails in a timely and effective manner.
Provide quality customer service to BP retail costumers.
Exercised professional phone etiquette.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Created new account, reset passwords and configured access for users.
Assisted in process refinement to improve customer service and support.
Walgreens Help Center - Tier 2 Costumer Service Representative City, STATE, 08/2010 - 04/2011
Provided thorough support and problem resolution for Walgreen stores.
Troubleshot hardware and software issues for pharmacy department.
Telnet into pharmacy servers to resolve RX software issues
Troubleshot Hardware and network issue for Walgreen's front store.
Dispatched local vendors to resolve hardware and network issues.
Developed
and maintained positive customer relationships.
Exercised professional phone etiquette.
Asked probing questions to determine root cause of technical issues
CROSSMARK - Team Lead Retail Merchandiser City, STATE, 03/2010 - 08/2010
Reset Walgreen's stores around Chicago land area by completing numerous planograms
Supervised 25 employees
Created and executed day to day plan on how to finish each store in 5 days. Lead first team to complete a store in 3 days.
Assisted with payroll entries
Entered daily progress and data into computer Customer service.
Maintained positive relationship with Walgreen's business partners
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