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:

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.