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Customer Service Analyst Resume

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Windsor Mill, MarylanD

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SUMMARY:

Technically - advanced information technology specialist successful in software administration and data communications. 10 years of customer service and call center experience.

TECHNICAL SKILLS:

  • Windows 7
  • Microsoft Outlook Exchange 2010
  • Core Hardware
  • Software
  • VPN
  • Group Policy Management
  • SMS Naming Conventions.

PROFESSIONAL EXPERIENCE:

Customer Service Analyst

Confidential, Windsor Mill, Maryland

Responsibilities:

  • Served as a contractor during the 2015 Registration and Attestation period as and Confidential Level 3 Analyst for the Electronic Health Record Incentive Program for the Centers of Medicare and Medicaid performing outbound calls on behalf of the EHR Information Center, the National Repository and Production Office to Doctors and Hospitals in the U.S and Puerto Rico
  • Used Remedy 6.1 for fast ticket processing and documentation of productivity between the various departments working under Northrop Grumman.
  • Assisted with translations of scripts and organizing the document repository for Northrop Grumman’s knowledge management database using excel spreadsheets prior to the Attestation Period from October to January.

Customer Accounts Executive

Confidential, White Marsh, Maryland

Responsibilities:

  • Identified issues with Confidential video/internet/phone equipment.
  • Provisioned devices for customers who opted in to self-service and received their equipment through UPS but if unsuccessful created appointments for installations.
  • Ensured customer satisfaction by achieving performance goals on a daily basis relating to sales, adherence, and voice of the customer surveys.
  • Made special requests to Network and Tech Operations when issues with underground lines were present or when customer called for an update on a completion of a line burial.

Lead Scheduler/Deploy Tech

Confidential, Woodlawn, Maryland

Responsibilities:

  • Served as Deployment Tech for deployment of laptops with Windows 7 and XP for the CMS 2012. Assisted with peripheral installation of monitors, scanners and printers.
  • Answered customer questions, reported issues before and after deployment. Verified above core software.
  • Documented all assets assigned and retrieved.
  • Served on the Scheduling Team entering Above Core information in Remedy and analyzing image requirements.Worked with determining compatibility of peripherals for the new Windows 7 laptops.
  • Scheduled customers using Outlook 2010.Answered general questions regarding the refresh and back up of their software.

Bilingual Technical Support and Enrollment Specialist

Confidential, Baltimore City, Maryland

Responsibilities:

  • Answered calls, escalated issues and addressed all issues pertaining to Initial Enrollment, Tutoring and Technical Support.
  • Liaison between students/parents enrolled in program and Verizon and/or ATT for technical troubleshooting purposes.
  • Used Footprints ticketing software to document technical and enrollment issues.
  • Used Fastsupport.com to easily remote into netbooks to troubleshoot or install the necessary programs and/or fixes from the workstation.

Bilingual Customer Service Representative

Confidential, Linthicum, Maryland

Responsibilities:

  • Provided customer service to Goldwell/KMS clientele with billing questions, orders and returns.
  • Also assisted customer service reps with order processing and updates with tracking of their shipments.
  • Responsible for accepting inbound and making follow up calls to all salon's on the west coast.
  • Answering questions, concerns, updating accounts, entering data into the computer, explaining bills, etc.

Bilingual Enterprise Service Desk Tier 1 Support

Confidential, Weather, Virginia

Responsibilities:

  • Served in Information Technology for Human Specialist Services since the 2005 Hurricane Season reporting and repairing computers and phones with minimal issues.
  • Trained in the use of database systems for inventory, storage and computers awaiting corrective repair.
  • Provided technical support to US citizens who registered an application online to receive disaster aid and various other entities, providing quality service in a timely manner.
  • Assisted with all technical troubleshooting support to internal customers ensuring proper escalation procedures while performing assigned functions.

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