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Help Desk Analyst Resume

SUMMARY:

  • Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
  • High customer service standards Troubleshooting skills
  • Service Solutions expert Devoted to data integrity
  • Conflict resolution proficiency Proficient with Microsoft Office Suite
  • Strong problem solving ability

TECHNICAL SKILLS:

  • Access
  • Excel
  • Outlook
  • Windows
  • Micro Word
  • business solutions
  • call center
  • customer satisfaction
  • excellent customer service
  • quality
  • telephone
  • trouble shooting

PROFESSIONAL EXPERIENCE:

Help Desk Analyst

Confidential

Responsibilities:

  • Assist grantee and federal end users by trouble shooting technical issues and resolving tier 1 - 3 level tickets
  • Addressed customer technical inquiries in a timely and accurate fashion.
  • Correspond with grantee and federal users via phone, email, and fax by creating case incidents and assisting with technical issues.
  • Maintained and built good customer rapport to identify customer needs resulting in quality customer satisfaction

Program Specialist

Confidential

Responsibilities:

  • Assists 100-150 call in patients per day via phone, fax, and Internet providing white glove customer service.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Create patient profiles to include diagnosis and medications to treat diagnosis along with insurance information.
  • Pre-screen patients to qualify them for grants supporting their specific diagnosis to help with co-pay cost of medication to treat diagnosis.

Customer Service Representative

Confidential

Responsibilities:

  • Built and maintained great customer rapport with over 250 well known company partners ensuring company dependability.
  • Receive and make outbound calls
  • Responsible for answering inbound questions and trouble-shooting issues, resolved irate calls.
  • Provided excellent customer service via phone, email, fax resulting in steady client growth.
  • Negotiated and confirmed rates with suppliers resulting in saved company revenue.
  • Scheduled picks-ups and delivery of all clients freight resulting in customer satisfaction.
  • Assisted operations manager with maintaining logistics team producing company growth

Customer Service Representative

Confidential

Responsibilities:

  • Created 75-100 electronic service order request per day helping truck drivers maintain a daily productive workflow.
  • Assisted 100-150 customers per day via phone, email, and fax resulting in steady workflow for truck drivers.
  • Built and maintained good customer rapport helping to identify customer needs resulting in quality customer satisfaction.
  • Performed computer updates to systems, accounts, and customer history maintaining current business profiles.

Customer Service Representative

Confidential

Responsibilities:

  • Assisted 100-150 customers per day via phone, email, and fax resulting in steady workflow for technicians.
  • Coached, mentored and trained new representatives helping to build a top-quality call center.
  • Maintained and built good customer rapport to identify customer needs resulting in quality customer satisfaction.

Customer Service Representative

Confidential

Responsibilities:

  • Corresponded with students by phone, fax, or email ensuring top customer service on every call.
  • Assisted students both current as well as past with all questions relating to school information such as roster dates, times, location, or grades.
  • Processed student registrations via Internet, phone, fax, or mail resulting in classes being filled per quota demands
  • Assisted all students with transfers, withdrawals, and refunds, to ensure student satisfaction.

Major Business Account Manager

Confidential

Responsibilities:

  • Corresponded with major business account customers via telephone, email, and fax for various reasons, achieving loyal customer patronization.
  • Assisted business customers resolving all customer service inquires resulting in high quality customer service.
  • Researched all billing inquires resulting in timely payments achieving customer satisfaction.
  • Provided productive business solutions for customers to help their business productivity and increase their business revenue.

Customer Service Representative

Confidential

Responsibilities:

  • Made reservations, quoted fares and priced room rates for all potential customers.
  • Provided quality customer service for all external and internal customers to resolve problems, inquiries and issues.
  • Provided training to the new agents in the use of the company systems, processes, and procedures.

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