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 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.
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
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
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