- Montgomery Street, San Francisco, CA 94105
- Home: (555) 432-1000
- Cell:
- resumesample@example.com
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.
- 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
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SR Tech Customer Support Specialist, 09/2007 to Current
Memorial Hermann ISD Support Center – City, 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 Center – City, 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 Staffing – City, 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 Staffing – City, 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 Staffing – City, 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
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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