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

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

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

Skills

• 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

Experience
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

feedback

•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

manner

• 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
Components
Starting it up
Hardware

Operating System
Installing Operating System
Linux/Windows

Networking
Limitations of the Internet
Impact of the Internet

Software
Interacting with Software

Troubleshooting Best Practices
Customer Service
Documentation

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

Degrees

  • Bachelor of Arts
  • Certificate
  • Certificate

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