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Work At Home Customer Support Specialist resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 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

Degrees

  • Associate of Arts
  • High School Diploma

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