EXPERIENCE:

• Answer Calls in IWS- Phone Systems
• Put Calls on Hold
• Conference Calls, Transfer a call, Monitor acall on cc/Pulse, Generate report on G12 historical report
• Update Test Results in Sharepoint
• Act as a supervisor to monitor agent calls
• Follow the login in the script against the call to ensure the system works as expected.
• Document Test Results, and Document Steps for issues reporting Pass or Fail per Scripts details.

Confidential

• Call Prospective Student for Educational Assistance
• Working with Various Schools on registering Prospective Student
• Maintain, Quality and Assurance and guidelines on All calls
• Q.A. must be within 96 or above
• Follow Scripted guidelines
• Need to meet outbound dials daily min 5 hours.
• Making over 100 outbound calls daily.

Confidential

Help Desk Support

• Provide Level I, and Level II support for customers on our wide variety of software
• Escalate tickets to Level III, support
• Meet all SLA, in a timely manner, while maintaining quality Customer Service to our customers
• Support all additional special projects related but not withstanding our teams and various different teams within company organization
• Supporting and troubling shooting all Windows OS, such as XP,Vista 7, 8, and browsers IE, Chrome and Firefox Internet Explorer 7, 8, 9, and 10, Office 365, Active Directory and Citrus VPN remote access also remote access via Web Ex.
• Work within a call center environment average 45-60 calls daily

Product Support Specialist

• Provide Customer support to all Pearson customers on usage of online and paper testing questions
• Log tickets/calls in Service manager
• Support different cities in which has Pearson Access online testing supported over 15 cities
• Also provided additional support for all Special Projects, Designated by Supervisor/Managers
• Supporting clients in bound calls between 35- 50 daily in Customer Support Role.

Confidential

Help Desk Support Level 1 - Contract

• Trouble Shoot End-Users on all Software supported by Transamerica AEGON computers and or Laptops
• Troubleshoot all Windows, and MAC based PC, Windows Operating Systems of XP, Vista, Windows 7, on Browsers IE 7, 8,9, and 10 also Chrome and Mozilla Firefox
• Understand and focus on Customer Needs for Issue Pertaining to AEGON Employees
• Follow up and Document all work done in Remedy Tool 7.5 and Remedy 7.6
• Escalate unresolved problems to Proper Team Groups
• Knowledge of ITIL v. 3
• Follow up with Customer to see if issue has been resolved meeting SLA requirements
• Worked with Active Directory and Resetting Passwords, Outlook, Excel, Login issues etc
• Worked with SharePoint, SQL databases, Cisco routers, Citrus VPN remote access.

Confidential

Customer Service Representative - Contract

• Answer between 30-50 calls daily
• Working with New Software Tool SAP installed for all AmeriGas Corporation

Confidential

Help Desk Support Technician - Contract

• Troubleshoot issues with New Web System
• Answer between 50-75 calls daily
• Reset passwords/help walk new directors and consultants how to use New Web system. Log all phone calls in ERP/system and escalate issues to Tier 2 support

Confidential

• Logistics and Distribution
• Planning Delivery Timetables
• Monitoring Stock Levels,
• Tracking the movement of goods through depots
• Overseeing the ordering and packaging process ready for dispatch and arrival of shipments
• Monitor Performance, making sure targets and all deadlines are met
• Look for ways to improve Supply Network
• Work Closely with Warehouse staff and transport clerks and purchasing officers, to make sure goods and materials arrive as scheduled

Confidential

Inside Sales Rep 4 Google Team, 4 . VMware Team

• Outbound Sales Calls made to Clients for Attendance at Webinar
• Daily outbound calls min 100
• Provide great customer service to client and customer associated with VMware.
• Send daily report and update to Client and Management Team.
• Registered prospective clients to attend Webinar
• Outbound Sales Calls Min daily 70 calls per day
• Generate new business for New Product advertised by Google
• Provide Quality Customer Service
• Generate Revenue for both Google and Merchant

Confidential

Support Specialist

• Manage and supervise the daily activities of the Support roles functions, which included including training end-users, on Avaya phone systems, programming UNIX/Linux and handling of coaching co-workers, organizing, building and creation of worksheets, and various other performance related activities
• Support the Assortment Planning Project being instituted by Sears/Kmart Buyers and Inventory Managers, and Directors
• Assisted with the day to day planning and monitoring of the Avaya phone systems and support helping with the monitoring end-users question or issue with the Software tool known as SaaS. Maintained an accuracy of 98 out of 100
• Closed Help Tickets in timely manner by using the tools, Help Ticket, and reporting tool know as SPRS, also work with Clear Quest issues as well
• Supported Test environments, UAT, DEV for SaaS/I Plan tool
• Trouble shoot issue with Microsoft tools Outlook, Excel, and Access

Confidential

Level I and II Support, Project Coordinator, Dispatcher Manager in Call Center

• Level I, II, support to all customers on the following phone systems that my accounts used. Nortel, PBX, Avaya, Panasonic, Toshiba, and Shipping and handling of BCM/50
• Responsible to create, update and maintain MS Office based tools designed with Visual Basic
• Responsibilities included, normal call center environment, monitoring accounts that were assigned to your team, and assisting others with billing and Service level Agreements SLA'S .
• Project Coordinator, Coordinate, and schedule, manages the shipping of all phone and wiring equipment in conjunction with all vendors
• Customer Order Processing System and Customer Premise Equipment while in this role
• Billed vendors and out-sourced technicians daily invoices
• Maintained billing invoices for accounts payable and receivable
• Working knowledge of MS Office Visual Basic for Applications Experience in Visual
• Proficient in MS Office MS Excel, MS Access, Lotus Notes
• Level II support answered and covered over 100-200 calls daily in call center environment.
• Call center, Dispatcher Manager supervised 25-50 personnel on daily basis, scheduled shifts for the team. Coordinated with various vendors and answered over 150 calls daily