Work At Home Customer Support Specialist resume example with 12+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Skills
Highly proficient in all Microsoft Office Products
Excellent oral and written communication skills
Ability to prioritize, organize, and accomplish goals
Strong organizational and time management skills
Detailed knowledge of Applicant Tracking System and HR strategy
Experience of working with databases and manipulating data and reports
Efficient in SAP, Oracle, Remedy Detailed knowledge of call center applications including ACSR, ASPECT, CentreVu, Workforce Management, Remedy, Avaya, Salesforce, etc.
Extremely efficient and able to streamline complicated processes in fast pace, ever-changing environment
Technical Support
Customer Complaint Resolution
Customer Accounts Management
Work History
Work at Home Customer Support Specialist, 12/2021 - Current 1St Advantage Federal Credit Union – Yorktown, VA,
Provide client support and technical issue resolution via phone
Record and document client issue as required in case management process
Proactively identified call/email driving issues and ensuring timely resolution
Provide clear, accurate and prompt communication to appropriate teams/segments to ensure product understanding, offering education and executing strategies for upcoming changes and upgrades
Demonstrating working knowledge and proficiency in utilizing different work from home applications
Handled 40+ calls per day to address customer inquiries and concerns
POS Support Specialist, 02/2013 - 12/2015 Revention Inc – City, STATE,
Provide client support and technical issue resolution via phone, E-mail and other electronic medium
Record and document client issue as required in case management process
Utilize tools provided and other documentation as necessary in resolving technical issues or reproducing problem cases
Perform help desk and on call support duties with strong end-user focus
Maintain close working relationship providing clients with help with training issues and program changes/upgrades
Work with client specific SQL database to maintain and or manipulate data and reports
Assisted in establishing knowledgebase for new training classes still used today
Application Support Specialist, 01/2008 - 04/2012 Kenexa Technologies/BP America – City, STATE,
Contributed to successful initial 1-year project achieving highest-ever internal satisfaction scores for software application at BP, resulting in client contact renewal
Provide support for KRB users via email and phone, maintaining close working relationship providing any technical support, data support, help with training issues and/or any programmatic initiatives
Maintain extensive candidate qualifying questions library and text elements on corporate candidate portals
Performed day to day administration of system features, data elements such as letter templates, email templates, user tables, source codes, job codes and agency contacts
Provide clear, accurate and prompt communication to appropriate teams/segments to ensure product understanding, offering education and executing strategies for upcoming changes and upgrades
Liaise with client’s HRIS support, Kenexa Configuration administrator, and Kenexa Implementation Consultants
Demonstrating working knowledge and proficiency in utilizing Applicant Tracking System (KRB), Workbench, Remedy (client preferred)
Workforce Management Coordinator, Customer Service, Technical Support Lead Representative, Technical Support Representative, 01/2003 - 01/2008 Comcast Cable-Time Warner Cable – City, STATE,
Assist in creating, modifying and maintaining viable departmental staffing models
Collaborate with call center management on phone queue administration, including call routing structure and intra-day management techniques
Assisting in successful forecasting and scheduling of activities across call center
Proactively identifying call driving issues and ensuring timely resolution
Monitor staff adherence to work schedules, generate and deliver applicable compliance reports for management team
Analyze call volume patterns to manage work shifts, lunches and breaks
Creating and maintaining accurate reports for management reflecting call center performance and effectiveness
Demonstrating working knowledge and proficiency in utilizing workforce management software including CMS/Avaya, ACD, ASPECT and Workforce Management
Facilitation/administration of weekly planning process & meetings including prioritization and approval of all off-phone activities in the call center
Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
Education
Associate of Arts: , Expected in 07/2010 - San Jacinto College District - Pasadena, TX GPA:
High School Diploma: , Expected in 05/1997 - Clear Brook High School - Friendswood, TX, GPA:
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Resume Overview
School Attended
San Jacinto College District
Clear Brook High School
Job Titles Held:
Work at Home Customer Support Specialist
POS Support Specialist
Application Support Specialist
Workforce Management Coordinator, Customer Service, Technical Support Lead Representative, Technical Support Representative