diamond support account manager ii resume example with 4+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Goal-oriented individual demonstrating skills in Organization and Multi-tasking, Troubleshooting, Customer Support. Reliable and punctual, fluent in English and Hungarian.


• Complaint resolution
• Organized
• Punctual
• Detail oriented
• Accurate
• Training and development

• Documentation and reporting
• Outstanding communication skills

• Conflict resolution
• Exemplary work ethic
• Empathetic and genuine
• Computer proficient

• Troubleshooting

•Customer support

•Troubleshooting Technical Issues

• Fundamentals of HTML; CSS

06/2020 to 09/2022 Diamond Support Account Manager II Health Solutions | Walsenburg, CO,

• Increased longevity of Diamond accounts by providing individualized customer service and developing relationships with account holders.
• Responsible for making sure Associates' needs are met and their voices are heard while coordinating with others and fulfilling day-to-day duties
• Working with other department to solve issues, troubleshoot to ensure and support Associate satisfaction.
• Advanced level of knowledge of internal processes and systems
• Working on special projects assigned by Management

• Offer technical support

09/2019 to 06/2020 Supervisor Aircraft Owners And Pilots Association | Frederick, MD,

• Call monitoring agents and provide one-on-one


•Creating and reviewing action plans for improvement with agents

•Recognizing and showing appreciation for employees' efforts

• Assisting in the disciplinary process of employees

• Help finding solutions to provide better service

• Be available to answer questions

•Taking part in coordinating, planning and providing training

• Handling escalated customer concerns as necessary

•Answering phone calls and reply emails during busy seasons

• Offer technical support

09/2017 to 02/2019 Member Services Representative DoTERRA International LLC | City, STATE,

•Answering inbound phone calls effectively by

providing the best customer service

• Responding promptly with correct grammar to emails

•Research using inside sources to resolve problems

promptly and courteously

•Responding to members concerns in a professional


• Follow-up on customer service issues

• Upsell/mention promotions and other products on calls

• Attending necessary training's

• Occasionally assisting with projects

• Capturing customer feedback

• Identifying and track call types received

• Adhering to schedule

• Offer technical support

Education and Training
Expected in 06/2015 Bachelor of Arts | Kindergarten And Preschool Education SZTE Juhász Gyula Pedagógusképő Kar , Hungary, GPA:
Expected in 09/2021 Certificate | Technical Support Fundamentals Coursera - Google, USA, GPA:

History of Computing
Digital Logic
Computer Architecture layer

The Modern Computer
Starting it up

Operating System
Installing Operating System

Limitations of the Internet
Impact of the Internet

Interacting with Software

Troubleshooting Best Practices
Customer Service

Expected in 12/2021 Certificate | Computer Networking Google - Coursera, Online, GPA:

Introduction to Networking

  • The TCP/IP Five-Layer Network Model
  • Cables
  • Hubs and Switches
  • Routers
  • Servers and Clients
  • Moving Bits Across the Wire
  • Twisted Pair Cabling and Duplexing
  • Network Ports and Patch Panels
  • Ethernet and MAC Addresses
  • Unicast, Multicast, and Broadcast
  • Dissecting an Ethernet Frame

The Network Layer

  • IP Addresses
  • IP Datagrams and Encapsulation
  • IP Address Classes
  • Address Resolution Protocol
  • Subnetting
  • Subnet Masks
  • Basic Binary Math
  • CIDR
  • Basic Routing Concepts
  • Routing Tables
  • Interior Gateway Protocols
  • Exterior Gateway Protocols
  • Non-Routable Address Space

The Transport and Application Layers

  • The Transport Layer
  • Dissection of a TCP Segment
  • TCP Control Flags and the Three-way Handshake
  • TCP Socket States
  • Connection-oriented and Connectionless Protocols
  • Firewalls
  • The Application Layer
  • The Application Layer and the
  • OSI Model
  • All the Layers Working in Unison

Networking Services

  • Why do we need DNS?
  • The Many Steps of Name Resolution
  • DNS and UDP
  • Resource Record Types
  • Anatomy of a Domain Name
  • DNS Zones
  • Overview of DHCP
  • DHCP in Action
  • Basics of NAT
  • NAT and the Transport Layer
  • NAT, Non-Routable Address
  • Space and the Limits of IPv4
  • Virtual Private Networks
  • Proxy Services

Connecting to the Internet

  • Dial-up, Modems and Point-to-Point Protocols
  • What is broadband?
  • T-Carrier Technologies
  • Digital Subscriber Lines
  • Cable Broadband
  • Fiber Connections
  • Wide Area Network Technologies
  • Point-to-Point VPNs
  • Introduction to Wireless
  • Networking Technologies
  • Wireless Network Configurations
  • Wireless Channels
  • Wireless Security
  • Cellular Networking
  • Mobile Device Networks

Troubleshooting and the Future of Networking

  • Ping: Internet Control Message Protocol
  • Traceroute
  • Testing Port Connectivity
  • Name Resolution Tool
  • Public DNS Servers
  • DNS Registration and Expiration
  • Hosts Files
  • What is The Cloud?
  • Everything as a Service
  • Cloud Storage
  • IPv6 Addressing and Subnetting
  • IPv6 Headers
  • IPv6 and IPv4 Harmony

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Resume Overview

School Attended

  • SZTE Juhász Gyula Pedagógusképő Kar
  • Coursera - Google
  • Google - Coursera

Job Titles Held:

  • Diamond Support Account Manager II
  • Supervisor
  • Member Services Representative


  • Bachelor of Arts
  • Certificate
  • Certificate

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