Highly enthusiastic customer service professional with 10 + years client interface experience. Solid team player with upbeat positive attitude looking to seek a position within the company that offers increasing responsibility training and growth potential that will allow me to contribute my acquired knowledge.
Core Strengths
Strong organizational skills
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Sharp problem solver
Courteous demeanor
Energetic work attitude
Energetic work attitude
Customer service expert
Customer service expert
Telecommunication skills
Accomplishments
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Customer Assistance
Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Sales
Consistently generated additional revenue through skilled sales techniques.
Product Sales
Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
Customer Interface
Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and orders.
Work Experience
Customer Service Coordinator/Solutions Specialist, 05/2008 - Current Aac Asssociates Inc – Dayton, OH,
Interact with Customers using web chat; handling multiple simultaneous chat inquires.
First contact resolution is required.
Provide technical (data, product and voice) and billing support.
Independently Formulate courses of action to resolve issues using online tools, resources and systems (VZW.com, ACSS, Vision, Infomanager, MARS, Remedy, MTAS, OPAL).
Complete ongoing training to stay abreast of product, service and policy changes Strike a positive and cooperative tone with both customers and coworkers Demonstrate best judgment in the disbursement of adjustments and credits according to OCC policy Troubleshoot customer devices at Tier 1 and Tier 2 Levels Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities Received multiple certificates for customer satisfaction.
Ticket Lift Agent, 01/1 - 01/1 American Airlines O'hare – City, STATE,
Perform both public and non-public contact positions which may include passenger check-in and ticketing Assist with all operational aspects of the station Maintain and strive to exceed customer services standards Ensure customer satisfaction and good will in all areas Meet and Dispatch aircraft Receive and transmit information from and to pilots, ground crew, flight schedulers, and fuelers.
System Administrator, 01/1 - 01/1 HFR Asset Management – City, STATE,
Setup, Configured & Maintained all Linux/Unix and Windows Servers Performed daily, bi-monthly, and quarterly backups Created and Audited e-mail, user, Blackberry and VPN accounts Ensured all servers are secure from all forms of attacks Provided backup support for the Desktop Support Position Research New Software and hardware to help streamline the network and firm.
Active Directory User account creation, distribution group creation and maintenance.
Communigate Pro E-mail account creation, distribution list creation and additions.
Operating system installs, PC and Server.
Creation of Group / Folder / File level security access privileges.
User level PC/Laptop/PDA/Blackberry/Phone support and all related issues.
New User PC Roll outs - Seniority based PC upgrades.
User specific Software installs, HFR Proprietary software installs and configurations.
NAV server Administration and Maintenance, migration of users from unmanaged to managed Symantec Antivirus.
Worldocs server administration, user account creation and set up.
VPN Account creation, user setup.
Assist with Blackberry user account creation, synchronization and support.
Assist with Backups 2000.
Terminal Server user specific setup.
PDA Account Administration and Distribution (Blackberry / Pocket PC).
QuickBooks Administration and Support Reports, ticket creation and documentation as needed.
Problem escalation.
Educational Background
High School Diploma: General, Expected in 1986 - St. Joseph High School - Westchester, IL GPA:
: Computer Informations Systems, Expected in - Devry Institute of Technology - Addison, IL GPA:
Technical Expertise
Cash handling, Active Directory, Photoshop, streamline, Antivirus, backup, Basic, billing, bi, com, hardware, customer satisfaction, customer services, documentation, E-mail, forms, Phone support, HTML, Linux, MARS, Access, Excel, PowerPoint, Windows 7, Windows, 2000, Windows NT, Windows XP, MS Word, Qbasic, QuickBooks, Symantec, Desktop Support, Terminal Server, PC Troubleshooting, Unix, upgrades, VPN, Vision, Windows Server, MPOS
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