customer experience supervisor resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Information Security professional with five year’s experience: Area of expertise include Data Security, Network Security Architecture Assessment, Information Risk Assessment, Information Security policies and Procedures, Physical Security Assessments, Vulnerability Assessments, Technical Audits and ISO 27001 Audits.
Holding the CISSP, Security+, CCNA, CISCO information security specialist, project+ and ISO 27001 lead Auditor credentials.
Responsible, focus, dedicated, ethical, detail oriented with strong technical, analytical, problem solving, communication, integrity, and relationship management skills.
Diligent Customer Experience professional successful at satisfying all types of customers with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.
Skills
Project Management
Training & Development
Data management
Cultural awareness
Teamwork
Adaptability
Troubleshooting
Critical thinking
Developing brand messaging
Data security
Implementing security programs
Nagios monitoring software
Microsoft Hyper-V Server
Erecting firewalls
Critical thinking skills
Computer proficiency
Risk mitigation strategies
Security regulations compliance
Designing security controls
Developing security plans
Cybersecurity
Vulnerability Assessment
Microsoft Office
Risk management
IT Security
Work History
11/2011 to CurrentCustomer Experience SupervisorConduent Incorporated | Winston Salem, NC,
Performed duties and provided service in accordance with established operating procedures and company policies.
Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Assisted customers by answering questions and fulfilling requests.
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Researched issues to obtain appropriate answers to customer inquiries.
Handle all Escalation calls and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
06/2010 to 08/2010Security Information OfficerAltec | Oxford, MS,
Lead in the development/adoption and enforcement of information security policies, procedures and standard.
Maintain the company's security policies.
Oversee risk assessments and document, identified risks to data.
Evaluate and recommend new information security technology and counter- measure against threats to information or privacy.
Set the access and authorization controls for everyday operations as well as emergency procedure for data.
Assign security responsibilities, control access to media and the controls in place against unauthorized access to workstations and related equipment.
Reviewed violations of computer security procedures and developed mitigation plans.
Encrypted data and erected firewalls to protect confidential information.
Performed risk analyses to identify appropriate security countermeasures.
Proved successful working within tight deadlines and fast-paced atmosphere.
03/2005 to 05/2010Systems AnalystHoneywell | City, STATE,
Conducted a thorough Risk Assessment and Risk Mitigation exercise.
Drafted policies, procedures and security implementation plans for the IT Division of a large corporation.
Implement an intrusion detection system using snort that helps detect malicious traffic entering and leaving the campus network.
Using Languard software to remove all open shared folders on windows machines thereby eliminating a possible virus outbreak.
Prevented the easy sharing of folders thereby stopping the spread of virus through the use of the system policy editor.
Planned and conceived computer systems using information engineering, data modeling and structured analysis.
Performed system analysis, documentation, testing, implementation and user support for platform transitions.
Resolved malfunctions with systems and programs through troubleshooting.
Evaluated and adopted new technologies to address changing industry needs.
Diagnosed, troubleshot and resolved network and system problems.
11/1999 to 02/2005Cargo Sales AgentCONTINENTAL AIRLINES | City, STATE,
Prepare manifest for Inbound and outbound shipment.
Upload and download inbound/outbound trucks.
Process all inbound and outbound freight.
Handle all shipping and receiving of all freight.
Provide general warehouse duties as assigned.
Experienced in the use of all types of forklift and warehousing equipment.
Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Trained and developed new sales team associates in products, selling techniques and company procedures.
Education
Expected in 05/2009 to to Master of Science | M.S. in Information Technology ManagementAmerican Intercontinental University, Atlanta, GA, GPA:
Expected in 1993 to to Master of Science | International EconomicsUniversity Of Lagos, Lagos Ng, GPA:
Expected in 1992 to to Bachelor of Science (BSC) | EconomicsUniversity of Lagos, , GPA:
Accomplishments
Achieved a cost savings over $75,000 for a client during a network security architecture review.
Improved overall ISO 27001 compliance to nearly 90% for visa facilitation arm at the processing centre.
Improved security by suggesting over 15 network architecture changes for a leading depository company.
Consistently improved the security standard of key networking devices across more than 10 clients.
Affiliations
Active member of the ISO 2700 IT Security Association
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