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Customer Retention Specialist/Technical Training Specialist Resume Example

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CUSTOMER RETENTION SPECIALIST/TECHNICAL TRAINING SPECIALIST
Professional Summary

Capable technician experienced in helping automated users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone to investigate and fix problems. Energetic Help-desk tech. Ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation.

Work History
State Farm- Customer Retention Specialist/Technical Training Specialist
Bakersfield, CA03/2018 - 06/2020
  • Developed 8 new strategies for customer retention activities for tax sheltered annuities in Life Insurance .
  • Oversaw technical documentation, instruction and evaluation to meet IT education initiatives.
  • Led syllabus preparation based on detailed breakdowns of technical concepts.
  • Cultivated customized curriculum and course content to address organizational technology training mandates Sales force Integration.
  • Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs.
  • Developed curricula, instructions, documentation and written best practices for Sales Force training courses.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in clear understanding of end user features and how to use them in day- to-day activities.
  • Organized round-tables to provide feedback to improve end-user features to increase customer satisfaction.
Conduent Enterprises / Apple Corp- Technical Support Specialist
Bakersfield, CA11/2017 - 02/2018
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Analyzed Apple iphone 6 and Battery issues to identify troubleshooting methods needed for quick remediation.
  • Processed over 300 support requests weekly for technical assistance on wide range of issues related to IOS and Mac High Sierra
Homes Of Hope Ffa- Lead Program Facilitator
Bakersfield, CA02/2016 - 11/2017
  • Reduced costs and improved operational performance without sacrificing quality by developing and implementing diverse approaches.
  • Coordinated daily tasks including recruitment, office upkeep and inventory maintenance.
  • Coordinated communication among associations, allies, stakeholders and members to foster sales and connections between departments.
  • Spearheaded implementation of program rules, frameworks and toolkits to facilitate smooth change management process.
  • Advocated for program participants in Childhood development and early learning program, outlining cases and needs to program executives.
  • Provided leadership for 10 program workers and 25 attendees, guiding day-to-day activities and facilitating learning and developmental environment.
A+ Property Preservation, LLC- Operations Manager
Bakersfield , CA02/2006 - 01/2016
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 5-member management team with related direct reports.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 78%.
  • Verified compliance with best business practices throughout organization.
  • Built relationships with customers and managed accounts to drive revenue and profit.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Implemented new technologies to improve business procedure.
Skills
  • Effective Communication
  • Promote Company
  • Technical Support
  • Technical Services
  • Computer maintenance
  • Technical Troubleshooting
  • Application installations
  • Goals And Objectives
  • Customer service background
Education
University of San DiegoSan Diego, CAPost Graduate Certificate: Software Engineering Management
  • Professional development completed in Software Engineer Management.
  • Graduated in Top 1% of Class.
  • Coursework in Business Practices for Software Project
    Managers , Successful Software Requirement Analysis and Design, Successful Software Implementation and Delivery , Technology Alignment, Integration, and Compliance.
AMAZON WEB SERVICESOnlineMasters Certification : Cloud DevOps Engineer

This AWS certification master the core skills required for designing and deploying dynamically scalable, highly available, fault-tolerant, and reliable applications on one of the top cloud platform providers—

Amazon Web Services, Microsoft AZURE, and Google Platform

  • Deploy fault tolerant systems
  • Analysis and Cost Effectiveness in AWS
  • Data Management
  • Deployment and Provisioning
  • Manage full scale production ops
  • Migrate on premises apps to AWS
  • Analyze CloudWatch metrics
  • Data integrity and security
  • AWS operational best practices
  • Operational cost control measures
  • AWS usage costs
University of Michigan - Ann ArborAnn Arbor, MISpecialization in Python Programming: Computer And Information Sciences

This Specialization builds on the success of the Python for Everybody course and will introduce fundamental programming concepts including:

  • Data structures
  • Networked application program interfaces
  • Databases, using the Python programming language.
  • Capstone Project, use the technologies learned throughout the Specialization to design and create applications for data retrieval, processing, and visualization.
LinuxFoundationOnlineDevOps Site Reliability Engineer Certification: LFS162x: Introduction To Site Reliability Engineer
  • Professional development completed in Fundamentals DevOps Software Development
  • LFS162x: Introduction to Site Reliability Engineering and De
  • Introduction to DevOps/SRE
  • Cloud
  • Containers
  • Infrastructure as a Code (IaaC)
  • Continuous Integration/Continuous Delivery (CI/CD) Observability
ICAgile Certified Professional in FoundationsSan Jose, CAIC Agile DevOps Professional Certification: Agile DevOps Certification
  • ASPE provides you an in-depth view of the foundation of DevOps concepts including:
  • How to leverage infrastructure automation using configuration tools
  • How to spot positive feedback loops in IT work and capitalize on them
  • Getting real-world techniques for implementing agile concepts into infrastructure management
  • How to continuously monitor capacity and operations
  • Map and visualize IT workflow to eliminate bottlenecks and streamline capacity
  • Techniques to effectively communicate the progress and results of your DevOps efforts to management
University of La VerneLa Verne, CABachelor of Science: Global Business Management
  • Focus on human capital, critical success factor to build a competitive edge for business organizations.
  • In-depth understanding of all business disciplines.
  • When appropriate, case study approach is utilized to effectively communicate application of theories in real world situations.
  • Conceptual, interpersonal, and analytical competencies required to succeed in managing today's ever changing and diverse organizations.
Certifications

Technical Certifications:

1. The Agile Tester Certification—ISTQB/ICAgile

2. Agile DevOps Professional Certification / ICAgile

3. Linux Foundation DevOps Site systems

4. Python Python Data Structures

5. Python Using Python to Access Web Data

6. Python Using Databases with Python

7. Python Retrieving, Processing, and Visualizing Data with Python

Business Certifications

California Dept of Insurance Property and Causality Broker

NASD/SEC Series 6

Series 63

Series 58

Certified Tax Advisor - Registered with IRS

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Resume Overview

Companies Worked For:

  • State Farm
  • Conduent Enterprises / Apple Corp
  • Homes Of Hope Ffa
  • A+ Property Preservation, LLC

School Attended

  • University of San Diego
  • AMAZON WEB SERVICES
  • University of Michigan - Ann Arbor
  • LinuxFoundation
  • ICAgile Certified Professional in Foundations
  • University of La Verne

Job Titles Held:

  • Customer Retention Specialist/Technical Training Specialist
  • Technical Support Specialist
  • Lead Program Facilitator
  • Operations Manager

Degrees

  • Post Graduate Certificate : Software Engineering Management
    Masters Certification : Cloud DevOps Engineer
    Specialization in Python Programming : Computer And Information Sciences
    DevOps Site Reliability Engineer Certification : LFS162x: Introduction To Site Reliability Engineer
    IC Agile DevOps Professional Certification : Agile DevOps Certification
    Bachelor of Science : Global Business Management

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Customer Retention Specialist/Technical Training Specialist

State Farm

Bakersfield, California