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mission control analyst resume example with 17+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Dedicated and focused Mission Control Analyst who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. I am a very energetic individual and easy to get along with. Even though I have a lot of experience in the customer service industry, I am always willing to learn. I work well on a team, but I am also very efficient working independently.



QUALIFICATIONS

I have over 5 years experience working as a Mission Control Analyst helping manage up to five projects simultaneously in regards to running adherence and productivity.  Currently I am not proficient in Excel where I can build reports, but I am a quick study working with existing Excel spreadsheets.  I work with CMS Avaya and IEX on a daily basis, very familiar with the various reports that can be run.

Highlights
  • Meticulous attention to detail
  • Self-directed
  • Time management
  • Prioritizing tasks accordingly
  • Professional and mature
  • Resourceful
  • Dedicated team player
  • Strong interpersonal skills
Accomplishments

Promoted to Mission Control Analyst just three weeks after being employed with Teleperformance.  I have been nominated as a Blue Diamond employee, which has only happened twice in my 5 years with Teleperformance.  Mainly, my accomplishments are personal, where I learn something new or master something I was struggling with in the past or simply when management or clients comment on my hard-work and show appreciation.

 

Experience
Mission Control Analyst, 08/2011 to Current
Honor Home CareOro Valley, AZ,
  • act as the first point of contact for all service related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other.
  • constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.
  • ensure availability of analysts on phones as per the business model requirement.
  • Complete all required forms, reports, etc. within established timelines.
Receptionist/ABSS, 06/2010 to 06/2011
Newtek Business ServicesCity, STATE,
  • Handled all incoming calls and routed them accordingly.
  • Cross sold multiple services to prospective clients.
  • Contacted prospective clients and gathered information for insurance quotes.
CSR/Problem Resolution Specialist, 02/2009 to 01/2010
T-MobileCity, STATE,
  • Assisting with any billing issues or discrepancies, and issuing credit whenever it was needed.
  • Making changes on the acct for any type of upgrades/downgrades or any corrections/updates.
  • Troubleshooting issues with their wireless service in general.
CSR/Problem Resolution Specialist, 06/2008 to 11/2008
Dish NetworkCity, STATE,
  • Assisting with any billing issues or discrepancies, and issuing credit whenever it was needed.
  • Making changes on the acct for any type of upgrades/downgrades or any corrections/updates.
  • Troubleshooting issues with the Satellite service and scheduled necessary truck rolls when needed.
CSR/Problem Resolution Specialist, 07/2002 to 05/2008
ConvergysCity, STATE,
  • Assisting with any billing issues or discrepancies, and issuing credit whenever it was needed Making changes on the acct for any type of upgrades/downgrades or any corrections/updates Troubleshooting issues with the cable, internet, or phone service and scheduled necessary truck rolls when needed.
  • Work order management.
  • fixing any work orders entered incorrectly by agents from various call centers) Floor support (helping agents with questions and any problems with accounts) and took escalations phone calls.
  • S.O.D. (Supervisor On Duty) helped with watching queues, managing productivity and schedule adherence with agents on the phone and entered any necessary time punch corrections.
Education
High School Diploma: General Studies, Expected in 2000 to Simon Rivera High School - Brownsville, TX
GPA:

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Resume Overview

School Attended

  • Simon Rivera High School

Job Titles Held:

  • Mission Control Analyst
  • Receptionist/ABSS
  • CSR/Problem Resolution Specialist
  • CSR/Problem Resolution Specialist
  • CSR/Problem Resolution Specialist

Degrees

  • High School Diploma

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