SUMMARY:

• To obtain employment in a position with long term opportunities to utilize my financial data processing, IT Help Desk Support training and customerservice skills.
• To work closely with colleagues in solving important problems and taking on new and exciting challenges in a professional environment.
• Over four years in the application of tax laws, rules, regulations, and procedures
• Over 10 years of call center and customer service experience
• Over 8 years of workstation support and hardware/software installation
• Bilingual - speak, read, and write fluent Spanish and English
• Ability to perform in a fast-paced environment,multitask and troubleshooting

TECHNICAL SKILLS:

Proficient in the use of various of technologies including: Avaya phone system, Windows, Microsoft Office, and Revenue’s internal systems (Multsess System, Info - image, Mi-menu, KITS, and Referral database)

EXPERIENCE

Confidential

Customer Support Agent

Responsibilities:

• Receiving inbound calls from customers in need of assistance with online account including but not limited to: login assistance, password reset, account access, bowsing issues, troubleshooting system, software installation.

Confidential

IT Ops Technician

Responsibilities:

• Monitoring file transmissions, Help Desk functions and client calls.
• Identify issues that may impact customers by proactively monitoring
• Ensure system is at the highest level of performance
• Open / close Incident Report tickets on CA Service Desk / CA CMDB
• Unlock user accounts, reset passwords on BSM, Enterprise Metrics Application Merchant Manager ODBC ORACLE, and provide system access upon security desk approval
• Start a bridge call and contact all parties needed to resolve client issues.
• Manage and unmanaged servers as per Technicians request.

Confidential

Customer Support Agent

Responsibilities:

• Take in-bound calls in a fast paced environment regardingfederal and private student loanaccounts
• Interview customers facing financial hardship and place them in a qualifying program
• Bilingual representative English / Spanish.
• Data Entry on DASH system; update information on school status, update clients profiles.
• Provide Technical Support to our customers, troubleshooting web access, computers issues and taking payments over the phone, escalate calls, create tickets when necessary and follow ups.

Confidential

Floor Care Technician

Responsibilities:

• Strip, wax, buff commercial flooring, General custodial duties
• Follow-up Quality Assurance, Managing office equipment.

Confidential

Revenue Research Analyst

Responsibilities:

• Updated Department cigarette tax database
• Performed research regarding taxpayers, Use Tax, and Cigarette Tax
• Applied tax laws, rules, regulations, and procedures
• Ran reports, billing letters, forecast workflow
• Workstation support software / hardware installation, End user Technical support

Confidential

Customer Service Agent

Responsibilities:

• Call Center Agent (inbound)
• Bilingual representative
• Provided assistance with company services
• Obtained and analyzedfinancial information on clients filing a claim; made determinations on theclaim
• Assisted customers filing claims

Confidential, Tampa

Fleet Service Clerk

Responsibilities:

• Ramp Agent/Baggage handler

Confidential

Office Manager/Computer Technician

Responsibilities:

• Full technical support to clients, provided physical and remote assistance on software
• Promoted to Office Manager; oversee office operations
• Increased company’s customer satisfaction services
• Visit customer’s business site; provided full support on desktops and laptops hardware and software
• Assigned to Poe Financial ClaimsCallCenter
• Answered inbound calls from clients filing claims or checking on a claim status
• Applied claim rules and regulations

Confidential

Office and Operations Supervisor

Responsibilities:

• Contacted customers to schedule jobs
• Installed software and hardware on workstations
• Ensured all employees were on location and all materials were available
• Interviewed prospective applicants

Confidential

Information Technology Analyst

Responsibilities:

• Providedfull technical support to the Governor and Executive Staff
• Assembled and installed new workstations, software, and maintained current equipment
• Inventoriedall in-house computer equipment
• Responded to end-users calls; assisted staff with applications, Microsoft Office, and Windows 2000 Pro/XP
• Setup new users profiles, configure desktop machine assign the needed machines / hardware to staff.

Confidential

Tax Account Collections Technician

Responsibilities:

• Made outgoing calls to taxpayers with delinquent accounts
• Determined tax liability and calculatedpenalty and interest (if applicable)
• Analyzedfinancial information to determine payment options on delinquent accounts
• Applied tax laws, rules, regulations, and procedures for multiple tax types
• Worked in a fast-paced environment
• Bilingual representative

Confidential

Collections and Conversions Representative

Responsibilities:

• Established and maintained contact with borrowers and endorsers of delinquent student loans
• Gathered information on financial data relating to the borrower to set up payment options
• Analyzed and organized lenders’ files in preparation for data entry
• Served as the Spanish-speaking Customer Specialist