, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Accomplished Representative with over 10 plus years of experience. Committed to providing efficient, high-quality support. Resourceful Support Representative polished in assessing and resolving diverse problems. Experience as a Quality Analyst in programs and projects. I have effective communication and organizational skills. Experienced in communication skills, inspections and mentoring others offering continuous improvement.
- Call center experience
- Windows/Excel
- Technical Troubleshooting
- Customer support needs assessment
- Software quality assurance knowledge
- Audit processes
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- Performance assessment
- Statistical analysis
- Inspections and audits
- Reporting procedures
- Date Entry Documentation
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11/2017 to Current Technical Support Representative Envista – Baltimore, MD,
- Assisted Vesta users via phone chat, to resolve issues related to software and system use and access.
- Set up new desktop system access loading required software and server permissions to get Vesta access
- Supported customers with billing, access and account issues. Helped review any concern and find a resolution.
- Worked with customer service Tier II if needed to resolve customer concerns on daily basis or review previous scenarios posted in WC.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Assisted customers with various types of technical issues via email, and telephone.
- Provided on-site/on phone call technical support and project support when needed.
- Researched, resolved and followed up on customer issues by doing callbacks.
Feb2016 to Mar2017 Quality Analyst Specialist Wolters Kluwer – Wilmington, DE,
Reported on audit results to inform leaders of areas in need of improvement.
- Attended weekly meetings with administration department.
- Monitored completed work and provided feedback to improve team member performance.
- Administered internal surveys and analyzed results to decipher operational needs and develop targeted solutions.
- Identified quality trends to investigate any flaws, process inefficiencies and training needs.
- Recommended improvements to systems and/or procedures for increased productivity/ customer satisfaction.
- Investigated performance to maintain employee adherence to quality performance
- Designed forms for documentation of testing procedures and results, identifying fields of measurement relevant to increasing consistency.
- Implemented internal auditing practices to create compliance reports.
- Communicating with Supervisors, Administration, Team to report any Progress and identify any agents needing progress.
Dec2014 to Feb2016 Identity Protection Agent Wolters Kluwer – Austin, TX,
- Identified client needs and worked closely with management personnel to ascertain appropriate solutions
- Gathered data and compiled information for submission from customers due to any identity theft.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services being offered to our customers.
- Perform Proper Documentation and privacy procedures followed for their protection and privacy.
- Compliance side by side coaching with co-workers to work each other up and identify and areas that need to improving.
AUG2014 to Sep2014 Customer Service Representative ACT – City, STATE,
- Interviewed customers regarding Bank issues and reported feedback to management team to our fraud department
- Evaluated customer account information to assess current issues and determine potential solutions.
- Answered customer questions and addressed concerns. Documented appropriate reports and followed procedures needed to report fraud.
- Documented conversations with customers to track requests, problems and solutions for reported fraud
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Aug2013 to Dec2013 Customer Service Representative Convergys – City, STATE,
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assessed customer needs and upsold products and services to maximize sales.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Reviewed account and service histories to identify trends and issues.
- Documented conversations with customers to troubleshoot and assist with problemsolving their issue.
Jan2011 to Jul2011 ADMIN IV LEAD SUPERVISOR CLERK HHSC Goodwill Temporary Services – City, STATE,
- Documented timecard data, maintenance logs and production logs.
- Coordinated efficient line changeovers to meet standards and maximize uptime.
- Monitored daily operations for quality and adherence to work order specifications.
- Supervised, trained and guided team by coaching on daily activities.
- Communicated daily schedule and delegated work to employees.
- Enforced rules and procedures for accuracy, efficiency and safety.
- Established and enforced clear goals to keep employees working collaboratively.
- Realigned workflows with changing business demands by evaluating processes and employee strengths.
- Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
Aug2009 to Aug2010 Recruiter/Field Enumerator US Census Bureau – City, STATE,
- Sourced, qualified and conducted screening interviews with job candidates.
- Built and leveraged professional network connections which provided continuous and relevant applicant sources across diverse industries and experience levels.
- Performed professional and technical recruiting in areas of skilled trade, finance and IT.
- Collaborated with recruitment and HR professional to achieve hiring goals.
- Reviewed referral candidates and contacted qualified individuals to request applications.
- Planned and executed recruitment events to bring in area candidates.
- Displayed and distributed marketing and advertising materials and participated in educational presentations for general recruitment purposes.
- Proactively identified and solved complex recruitment problems impacting employer short- and long-term success.
- Strengthened operational efficiencies and traceability by developing organizational systems for maintaining confidential employee records and reports.
- Provided recruiting activity reports to management utilizing industry-specific software and guidelines.
- Shared information about training and job opportunities with school representatives, public officials and community liaisons.
jun2000 to feb2008 Taxpayer Compliance Officer Texas Alcoholic Beverage Commission – City, STATE,
- Assessed internal documentation and communications as well as public relations and advertising materials for compliance with company policies and legal requirements.
- Maintained and revised policy procedures for general operation of compliance program.
- Enforced safety and regulatory adherence at Ports of Entry that customers are following compliance procedures.
- Documented collections amounts and status and maintained information in organizational database.
Expected in 06/1995 High School Diploma:
James Pace High School - Brownsville, TX,
GPA:
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