Experienced Customer Services Professional seeking an entry-level position with a progressive company that can take advantage of my business, technical expertise in Customer Service.
Automated Accounting Process
Probing/Answering questions dealing with Accounts
Reviewing/Processing orders and claims
Excellent effective communication
Inbound/Outbound call center
Outlook (Manage Emails)
Chatting, Social Media
Interacting with other departments
Microsoft Office 2003-2010
Windows 7 & 8
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Telephone inquiries specialist
Customer service expert
Helpdesk Support/Customer Service RepSep 2004 to Current Computer Technical Lab Assistants Forsyth Technical Community College
Knowledgeable of all policies and procedures outlined in the Program Policies and Procedures Manual.
Participate in training programs.
Help develop new training materials.
Serve as a mentor for new tutors.
Attend semester orientations.
Provide tutorial and academic support services for community college students.
Develop workshops and academic support sessions.
Organize, facilitate, and track tutorial sessions.
Must create projects such as workshops, training materials, or outreach projects to develop.
Maintain communications with staff and coordinators.
Attend staff meetings.
Write memos to communicate with management and other FTCC employees.
Conduct in-class presentations to promote FTCC services.
Take on additional responsibilities as assigned by the Senior Program Coordinator.
Maintains student records by updating account information.
Troubleshoot various software programs.
Data Entry/Maintain large database.
Answer questions and concerns about student accounts.
Provide customer service, administrative, clerical and technical support to students and various departments.
Create professional documents, budget sheets.
Follow-up with staff and students about scheduling.
Resolve/troubleshoot issues and conflict with students and staff.
Lead Computer OperatorOct 1997 to Nov 1998 Manpower
Provided 24x7 on call support supporting the entire Lawson test/production environment.
Also provide in-house support for Sara Lee staff.
Reviewed, analyzed and evaluated business systems and users' needs, installed new software releases, perform system upgrades, evaluates and installs patches to resolves Lawson's third party's software related problems.
In charge of maintaining data files and monitored system configuration to ensure data integrity and to support software configuration changes.
Assisted Database Administration and technical supports.
Set up and maintained the company's UNIX machines and Oracle database, compiled and ran all COBOL applications on the UNIX servers.
Reformatted EDI data so that it can be migrated to the Unix systems from the
Assisted in monthly and year-end budgets and ordered supplies, setup staff meetings and trained new employees.
Submitted employees time cards for processing.
Customer Services Analyst SupportJun 1996 to Aug 1998 American Express
Attracted potential customers by answering product and service questions; suggesting information about other products and services.
Open customer accounts by recording account information.
Analyze and summarize customer issues in order to prepare appropriate solutions and clarifications to respond to customers, while evaluating and prioritize customer inquiries to better serve the customers.
Also to deliver prompt and professional solutions for customer inquiries via phone.
While using multiple screens.
Maintain history records and related problem documentations for future reference.
Also maintain relationships with other internal departments as well as client base to improve business performance.
Maintained financial accounts by processing customer adjustments.
Respond to customer inquiries by directing them to websites, FAQ, appropriate personnel, etc.
Address customers in a professional and respectful manner, while taking ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
Maintain the internal and external customer databases.
Ability to work with excel sheets, analyze and interpret data and deliver complex reports on request from the client matching on various criteria.
Also analyze, monitor all the transactions and prepare documentation of outcomes.
Also added notations on accounts.
Education and Training
A.A.S, General Education PsychologyJuly 2009Forsyth Technical Community College － Winston-Salem, NCGeneral Education Psychology
Certificate Blackboard Learning/TeachingJuly 2014
academic, ACCOUNTING, Accounts Payable, Accounts Receivable, administrative, Schedule Appointments, budgets, budget, business systems, call center, clerical, COBOL, client, Customer Services, CUSTOMER SERVICE, Data Entry, Database Administration, DATABASES, database, directing, Documentation, EDI, Faxing, Filing, financial, General Ledger, IBM, Lawson, meetings, mentor, Access, Excel, Microsoft Office, OutLook, Windows 7, Multi-phone lines, OFFICE SKILLS, Oracle database, Oracle
*SQL, Payroll, personnel, Policies, presentations, recording, Scheduling, Switchboard, system configuration, Teaching, technical support, phone, training materials, training programs, Troubleshoot, Troubleshooting, UNIX, UNIX servers, upgrades, websites, workshops, year-end