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Service Desk Associate Resume Example

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SERVICE DESK ASSOCIATE
Professional Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Friendly and prompt Front Desk Agent with good hands in using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations. Energetic hospitality professional with can-do attitude and strong desire to work with public. Over 3 years experience as Front Desk Agent in high-traffic environment. Dynamic and flexible employee with unparalleled multitasking and team leadership capabilities. Highly-dedicated to learning and working with various medical conditions, including musculoskeletal, sports-related and heart conditions.

Skills
  • Registration processing
  • Automated telephone systems
  • Sales expertise
  • Conference and meeting planning
  • Administrative support
  • Team Building
  • Conflict and issue documentation
  • Guest services
  • Registration
  • Clerical duties
  • Social perceptiveness
  • Reporting capabilities
  • Problem-solving skills
  • Word processing
  • Time management
  • Training and mentoring
  • Bookkeeping
  • File management
  • Cash Handling
Work History
Service Desk Associate / / Company Name - City, State / 07.2020 - Current
  • Planned coverage needs and organized services to support incoming special events.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Service Desk Employee / / Company Name - City, State / 05.2019 - Current
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Answered user product attribute and usage questions to promote satisfactory product ownership experience.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Lead Brand Representative / / Company Name - City, State / 11.2016 - 09.2019
  • Analyzed consumer usage patterns to identify trends and target key demographics.
  • Wrote media alerts and developed social media campaigns to promote
  • Planned and organized sampling events by working hand-in-hand with retail store managers and leaders.
  • Rang up customers by processing cash and credit payments to complete 120sales transactions on average each day.
  • Communicated product value, quality and style to educate and entice potential customers.
Avid Tutor / / Company Name - City, State / 08.2018 - 05.2019
  • Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
  • Collaborated with parents to create tutoring sessions appropriate for student's age, learning preference and learning style.
  • Planned lessons for allotted time to strengthen weak subjects and build skills.
  • Worked with students in classrooms or home environments to provide educational support.
  • Served as academic and social resource for high school and middle school students, leading writing process improvements, study skills, note-taking, test-taking skills and overall stress management.
  • Conducted private and group instruction to improve academic performance, enhance occupational skills and prepare for standardized tests.
  • Encouraged students to develop perseverance mindset while teaching long-term visualization of success.
  • Integrated technology into sessions to further enhance student learning.
  • Prepared lesson plans to meet goals identified in students' individualized study plans.
  • Created special handouts, study guides and enrichment materials to boost student knowledge.
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
Education
Tarrant County College - City / 05.2019Associate of Arts: Biology
The University Of Texas At Arlington - City, State / Expected in 05.2021Bachelor of Science: Biology
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Resume Overview

School Attended

  • Tarrant County College
  • The University Of Texas At Arlington

Job Titles Held:

  • Service Desk Associate
  • Service Desk Employee
  • Lead Brand Representative
  • Avid Tutor

Degrees

  • Associate of Arts : Biology
    Bachelor of Science : Biology

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