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Info Center Analyst Resume Example

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INFO CENTER ANALYST
Career Overview
With over 14 years' experience in Customer Service providing quality service to Grant County PUD employees and its customers. I take great pride in my ability to build rapport and establish a trust level that allows me to maintain strong relationships with my peers and customers. Skilled in many areas of the district with the ability to be flexible and diverse whenever and wherever needed. A great communicator who is committed to providing unsurpassed service by asking the right questions to establish the issue and decide on a resolution. I desire the opportunity to grow within the company and enhance my skills so that I may continue to provide the quality and professional service this company seeks. I am dedicated to this company and the service it provides.
Qualifications
  • Oral/Written Communication
  • Data Entry
  • Records Management
  • Excellent problem-solving abilities
  • Articulate and well-spoken
  • Purchasing and Returns
  • Inventory Management
  • Confidential
  • Trustworthy
  • Quick Learner
  • Devoted
  • Patient
  • Organized
  • Efficient
  • Adaptable
  • Attention to Detail
  • File360
  • MS Office (Word, Excel, ect.)
  • MS SharePoint
  • Electric Billing/Customer Information System
  • Customer Information System
Work Experience
Info Center Analyst
January 2012 to Current Grant PUD － Ephrata, WA
  • Responsible for logging customer calls/emails to the Helpdesk into the trouble ticket application Assist customers with PC and software issues via phone, email and in person Imaging laptops and workstations for district employees Order IT supplies and software for the Help Desk and the district as well as handle returns Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers by phone or email Create trouble tickets for customers Resolved customer issues in a clear, courteous and straightforward manner.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Conducted research to address customer concerns.
  • Supports users at all District locations (Ephrata, Moses Lake, Hydro, Grand Coulee, Coulee City, Quincy, Royal City, Quincy Chute.
On- Call Customer Service Representative
January 2011 to January 2012 Grant PUD － Ephrata, WA
  • Responsible for providing customer service for the District's 45,000 electric customers Accurately and consistently enter and maintain data in the electric customer information systems.
  • Responsible for taking appropriate measures to ensure the safeguard of confidential and sensitive customer information.
  • Assist customers regarding residential and irrigation accounts Set up new customer accounts/Stop accounts and budget arrangements Working knowledge of customer service database Ability to manage customer account information and identify different account types Process payments using company billing system Open and close office including balancing a till Generate trouble reports in regards to residential and irrigation accounts Answered a constant flow of customer calls in queue Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
January 2011 to January 2012 Grant PUD － Ephrata, WA
  • Sort incoming mail Familiar with all stops required of the courier; Banks, vendor locations and PUD locations Provide friendly on time service to employees and vendors Pick up and deliver parts and packages to local vendors, Post Office and businesses as well as local PUD locations Load and unload a delivery truck up to 50 pounds Ensure documents are delivered to proper destination Coordinate of incoming and outgoing mail Communicate all PUD offices as well as external customers through a mobile device Operate vehicle for the delivery of mail, supplies, products and materials Maintain delivery schedule to ensure prompt delivery of products to customers Maintain delivery records by completing a courier slip which provides detailed information about a pick up or drop off Ordered and distributed office supplies while adhering to a fixed office budget.
  • Managed office supplies, organization and upkeep.
  • Helped distribute employee notices and mail around the office.
  • Printed weekly time sheets for employees throughout the district Print requests for employees throughout the district Print, tab and combine books for Commission meetings.
Education and Training
High School Diploma : June 2000 Rogers High School － Puyallup, WA
Business Administration Completed 45 credits Continuing Education Introduction to SharePoint Microsoft Word- Beginning and Advanced Microsoft Excel- Beginning, Advanced and Power User Customer Service Big Bend Community College － Moses Lake, WA
Skills
Articulate, Attention to Detail, Billing, billing system, budget, Business Administration, call center, Oral, hardware, clients, customer satisfaction, Customer Service, Data Entry, database, delivery, email, fast, Help Desk, Imaging, information systems, Inventory Management, laptops, materials, meetings, Microsoft Excel, Excel, mail, MS Office, Office, Word, Microsoft Word, personnel, Pick, pricing, problem-solving, Purchasing, Quick Learner, research, technical support, phone, Written Communication
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Resume Overview

Companies Worked For:

  • Grant PUD

School Attended

  • Rogers High School
  • Big Bend Community College

Job Titles Held:

  • Info Center Analyst
  • On- Call Customer Service Representative

Degrees

  • High School Diploma : June 2000
    Business Administration Completed 45 credits Continuing Education Introduction to SharePoint Microsoft Word- Beginning and Advanced Microsoft Excel- Beginning, Advanced and Power User Customer Service

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