(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Subject Matter Expert skilled at resolving complex customer service/technical issues in a timely manner.
  • Troubleshooting proficiency
  • Vast knowledge of Excel
  • Exceptional telephone etiquette
  • Great organizational skills
WESTWOOD COLLEGE Chicago, IL Expected in 2010 Majoring in Accounting and Financial Management Dec : - GPA : GPA: 3.1 GPA: 3.1
Curie Metro High School Chicago, IL Expected in 2005 High School Diploma : Music - GPA : GPA: 3.0 Graduating GPA: 3.0
Promoted to two different Subject Matter Expert roles in 2 years.
Used fraud preventative tools to reduce credit card fraud by $1.2M compared to previous year.  
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.  
  • Initial point of contact for all settlement/reconciliation issues for credit cards.  Lead root cause investigation for all credit card settlement and chargeback issues.
  • Manually enter financial adjustments in SAP. 
  • Managed credit card audits and fuel product issues. Managed all credit card customer fraud while providing bi-weekly analysis.  
  • Created weekly/monthly Excel reports. 
  • Provided training to costumers and BP partners regarding the credit card settlement processes. 
  • 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 inefficiency 
  • 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
WAL-MART - Overnight Electronics Sales associate
City, STATE, 09/2008 - 07/2010
  • Stocked product on shelves
  • Zoned and cleaned electronics department.
  • Provided cashier services and costumer services.
  • Operated sit down forklift and walking stacker.
  • Completed planograms for various departments.
CVS PHARMACY - Stock Clerk
City, STATE, 04/2006 - 11/2008
  • Provided cashier services.
  • Stocked product on shelves
  • Entered Price changes.
  • Completed Plano-grams for various departments
  • Managed sale tags and promo displays.
  • Manged weekly backroom Inventory.
Extracurricular Activities:, Chess Club, Football team, Baseball team, Jazz and Concert band

Computer Skills: Internet Explorer, MS office, MS PowerPoint, MS Word, Outlook, Command Prompt, SAP, Auto Cad

Technical support skills: advanced problem-solving, root cause investigating, effective troubleshooting, Knowledge of network, Knowledge base document writing

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School Attended

  • Curie Metro High School

Job Titles Held:

  • Credit Card Settlement & Reconciliation Subject Matter Expert
  • Maintenance Technical Support Subject Matter Expert
  • Tier 2 MTS technical Specialist
  • Tier 2 Costumer Service Representative
  • Team Lead Retail Merchandiser
  • Overnight Electronics Sales associate
  • Stock Clerk


  • Majoring in Accounting and Financial Management Dec
  • High School Diploma

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