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senior client service associate resume example with 20+ years of experience

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

Offering over 20 years in technical support and customer care. Accurately responded to various customer questions, concerns and technical needs. Consistently maintained professional demeanor and applied customer service methods to assist customers.

Skills
  • Microsoft Office Suite
  • Debit/EFT/ATM processing
  • Team management
  • End-User Training
  • Troubleshooting and Maintenance
  • Application Support
  • Client service excellence
  • Call Center Operations
  • Information Technology
Experience
2013 to Current Senior Client Service Associate Morgan Stanley | Providence, RI,
  • Experience and provided support to ATM/Debit/EFT card production and process settlement
  • Provided support to Shared Branching, Instant Issue, Fraud, Dispute process and issues.
  • Provided support on GL and ATM balancing process and out of balance issues.
  • Provide ATM terminal support.
  • Provided techinical troubleshooting skills to recognize and resolve application issues.
  • Provided ATM processing and techinical support.
  • Knowledge in network rules and mandates. (Visa,MC, COOP, STAR, etc)
  • Act as liaison between client and other internal groups.
  • Support and assist Account Executives on client product and support inquiries.
  • Provided external training to end-users on applications and products.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Corresponded and Collaborate with internal service department to determine problem-solving strategies to provide successful solutions to customer problems.
  • Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
  • Responded to phone, email, ticketing system questions and concerns, resolving over issues .
  • Documented conversations with customers to track requests, problems and solutions.
  • Managed inbound and outbound customer calls.
  • Delivered fast, friendly and knowledgeable service for routine questions.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Trained new employees on processes to promote productivity team-wide.
2007 to 2013 IT Systems Administrator Primepay | Newark, CA,
  • Install, configure, and managed server/workstations hardware, software, and peripherals. (Active Directory,VoIP, Cisco, VMware, and McAfee)
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
  • Secured applications by rolling out patches and solutions to vulnerabilities.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Delivered comprehensive training to internal users and off-site users.
  • Project Management for third-party software products
  • Designed training materials and reference guides for end-users.
  • Implement policies, procedures, and best practices to safeguard and protect data, reports, and access.
  • Established and enforced policies and best practices to safeguard and protect data, reports and access.
  • Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools, and replacement parts.
  • Performed data backups and disaster recovery operations.
  • Promoted continuous improvement for IT governance processes.
  • Document, track, and monitor IT related issues and incidents.
  • Perform banking audits for IT department.
2002 to 2007 Help Desk Technician Corning | Hickory, NC,
  • Setup new desktop system and configured for incoming employees and loaded software.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Disassembled computer system to troubleshoot and hardware issues.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Managed user profiles, security access and shared file structures.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Managed, troubleshoot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
Education and Training
Expected in | San Antonio College, San Antonio, TX GPA:
Expected in 05/1999 High School Diploma | Fox Technical High School, San Antonio, TX, GPA:

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Resume Overview

School Attended

  • San Antonio College
  • Fox Technical High School

Job Titles Held:

  • Senior Client Service Associate
  • IT Systems Administrator
  • Help Desk Technician

Degrees

  • Some College (No Degree)
  • High School Diploma

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