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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary
10+  Years experienced SR Tech Customer Support Specialist adept at resolving complex issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
Skills
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Time management/ Organizational skills
  • Ability to meet given deadlines and works great in a team environment as well as independently
  • Patient and diligent
  • Punctual and Dependable 
  • MS Office proficiency
Experience
SR Tech Customer Support Specialist, 09/2007 to Current
Memorial Hermann ISD Support CenterCity, STATE,
  • Manage a team of 9 employees 
  • Monitor team and individual adherence and average handle call times via TeleOpti Workforce Management system.
  • Record team and individual attendance via TeleOpti Workforce Management system.  
  • Assist management and lead with interview process. 
  • Record monthly stats and team goals by given deadline.
  • Monitor and score team and individual QA as well as provide QA feedback and scores with staff.
  • Calculate scoring for monthly customer surveys and ticket quality.
  • Update support center documentation for new systems and processes to ensure accuracy of information. 
  • Train and educate existing and incoming staff.
  • Create new employee training schedule and check list. 
  • Collaborate with other teams to assist with any application process changes. 
  • Provide continued front line support for all Support Center queues 
  • Resolving end user issues via Bomgar remote control assistance
ISD Support Center Analyst, 02/2005 to 09/2007
Memorial Hermann ISD Support CenterCity, STATE,
  • Provided front line phone support for all of the ISD Support Center Phone Queues.
  • Monitored Support Center incoming communications (phone queue, email, ISD Self Submits. 
  • Support computer software, hardware and network issues.
  • Educated end users on Memorial Hermann clinical and admin applications.
Supplemental ISD Customer Support Analyst, 2005 to 02/2005
Memorial Hermann Premier StaffingCity, STATE,
Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Provided front line phone support for the ISD Support Center Pswd Reset Queue.
  • Monitored Support Center incoming communications (phone queue, email, ISD Self Submits. 
Medical Assistant- SW Family Practice, 08/2003 to 2005
Memorial Hermann Premier StaffingCity, STATE,
  • Prepared patient rooms prior to their arrival.
  • Read and recorded temperature, pulse, respiration and BP 
  • Observed and documented patient status and reported patient complaints to physicians and nurses.
  • Recorded patient vitals other clinical documentation in EMR system Logician now Centricity EMR.
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  • Worked side by side with physicians and assisted with patient procedures.
  • Support duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
  • Maintained a clean, orderly and well-stocked environment.
Office Assistant - Office Receptionist, 05/2003 to 08/2003
Memorial Hermann Premier StaffingCity, STATE,
  • Greet and welcome guests as soon as they arrive at the office
  • Direct visitors to the appropriate person and office
  • Answer, screen and forward incoming phone calls
  • Ensure reception area is tidy and presentable, with all necessary stationery and materials
  • Provide basic and accurate information in-person and via phone/email
  • Receive, sort and distribute daily mail/deliveries
  • Update calendars and schedule meetings
  • Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing
Education and Training
Medical Assistant: Medical, Expected in 2002
Texas School of Business - Houston, TX
GPA:
Dean’s list for GPA of 3.5 or above
: , Expected in
- ,
GPA:
Certifications
 
Certified Help Desk Professional

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Resume Overview

School Attended

  • Texas School of Business

Job Titles Held:

  • SR Tech Customer Support Specialist
  • ISD Support Center Analyst
  • Supplemental ISD Customer Support Analyst
  • Medical Assistant- SW Family Practice
  • Office Assistant - Office Receptionist

Degrees

  • Medical Assistant

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