SUMMARY:
- Exceptional telephone etiquette, active listening and strong communication skills with the ability to ask probing questions.
- Proven ability to identify, analyze and solve customer’s issues.
- Ability to think quickly and logically to ensure expedient responses to customer inquiries.
- Accurately enters customer information into customer relation management database.
- Ability to support and work effectively with others in a team environment developing strong influencing and closing skills.
- Dependability and the ability to learn and navigate new software quickly.
- Ability to work amid constant distractions and deal courteously and effectively with several requests simultaneously.
- 18+ years of experience providing superior customer service in a high volume and fast - paced call center environment.
TECHNICAL SKILLS:
- Data Entry
- Windows 95
- 98
- 2000
- 07
- XP
- MS Word
- Outlook
- Vista (A2R)
- EDI
- Hansen 8
- Customer Relations Management
- Office 365
- (BMC) Remedy 8.1
- Xceedium
- Skype / Lync
- internet navigation's and various office equipment.
PROFESSIONAL EXPERIENCE:
Call Center Operator / IT Service Desk Analyst
Confidential, Washington, DC
Responsibilities:- Provide IT Desk Service support for all DHS users via telephone and emails.
- Perform initial triage of all IT incidents and service requests reported by DHS users.
- Achieve first contact resolutions on service request and incidents.
- Provided users with an incident or work order ticket number.
- Verify or update users contact info.
- Use Remedy to record all user inquiries and all service requests.
- Helped users mapped to designated printers, add / delete shared mailboxes and scheduled Conference Bridges as requested.
- Monitor Service Desk queue for new emails and status updates in accordance with applicable Service Level Agreement (SLAs).
- Assist user with Bit Locker recovery key and McAfee password reset.
- Monitor and track software installs, new hire hardware, hardware replacement and deployment of mobile devices.
- Issued users with temporary passwords; unlock user account within security protocol.
- Walk DHS user through registering CAC / PIV card.
- Communicate network / system outages to Headquarter Operation Center (HOC).
- Perform a warm hand off to the back-line service desk for troubleshooting and resolution of issues that can’t be resolved by service desk.
Front Counter Information Specialist
Confidential, Rockville, Maryland
Responsibilities:- Greet customers (Homeowners, Contractors, Permit Runners, etc.)
- Provide general permitting information, applications and forms.
- Check applications for completeness and prior signatures.
- Verify property owners in SDAT and contractors thru MHIC licenses thru state database.
- Enters application information in Hansen 8 database and assigns a permit number.
- Address customer’s complaints; expedite corrections and adjustments.
- Receives logs, prioritizes, and distributes applications and plans to the appropriate staff for technical review.
- Coordinates with staff as to the status of plan reviews and alerts applicants regarding permit rejections or approvals;
Customer Service Specialist
Confidential, Washington, DC
Responsibilities:- Answered incoming calls from bookstores, libraries, government agencies, colleges and universities.
- Responsible for receiving, analyzing and responding to specific needs and requests from CQ Press customers.
- Accepted book orders via phone, email, fax and EDI.
- Verify product, availability, discounts, and accuracy of book orders, subscription renewals and product return.
- Update customer management database with changes and status of each customer contact.
- Request refunds, credits, copies of invoices for damaged or missing book titles.
- Documentation of customer account, details of inquiries, complaints, comments, as well as action taken.
Call center Support Generalist
Confidential, Rockville, Maryland
Responsibilities:- Answered one hundred (100) or more inbound calls per scheduled work day.
- Assist applicants w/ basic internet issues (logon errors, password reset, cookies, software downloads, etc.)
- Accurately intake various registrations and application for upcoming assignments.
- Update applicant’s demographics and verify application status.
- Use Remedy to log, receive and track trouble ticketing to identify, create and assigns them to technicians for action and ensures that their ticket is resolved and close out.
- Contact customer in order to respond to inquiries or to notify them of resolutions or adjustments.
