Customer Service Rep Resume Monroe Twsp, NJ - Hire IT People

Objective

To fully utilize my people, managerial and computer skills in a progressive company. To provide excellent service to customers, my work group and company.

Profile

Motivated, personable business professional, diplomatic and tactful with professionals and
Non-professionals at all levels. Accustomed to handling sensitive, confidential records, meeting stringent audit policies and procedures.

Flexible and versatile - able to maintain a sense of humor under pressure. Thrive in deadline-driven environments. Excellent team-building skills. Always available for overtime.

Summary

Over 3 years experience in Help desk, Customer Service and Call Center environments: I.E. automotive insurance, financial, telecommunication, medical Child Support, and Pharmaceutical systems.

Skills Summary

OPERATING SYSTEM:(Knowledge) WINDOWS 95/9700//NT, XP
SOFTWARE: State of NJ NJKids CHILD SUPPORT Application
Pharmaceutical Applications: Wyeth SALESWORKS, KNOWLEDGE IN MOTION (K.I.M.) J& J Network, Comm Manager, Think Vantage
MEDICAL INTERNET SPECIALITY SOFTWARE: CARE 360, EMAXX, and PHYSICIANS PORTAL
WEB TOOL: Netscape Communicator, Microsoft Explorer, Internet and Internet
HELPDESK REMOTE ACCESS TOOL' S: LAN DESK, PC ANYWHERE
HELPDESK TICKETING: HEAT, PEREGRINE, SEIBEL 2000 and Alloy Navigator 5

(Knowledge) MS OFFICE 00, MS OUTLOOK 98, 00, TRAXX; NOVELL GroupWise V.5.2,
And SAP F1

Professional Experience

Confidential, FORDS, NJ Sept 2011-Aug 2012
Customer Service

Provide customer service for appointments in a prompt, efficient and professional manner.
Ensure Customer satisfaction call back' s or email for all work provided
Handle 25-30 incoming calls from prospective customers as well as existing customer' s requesting estimate appointments.
Responsible for troubleshooting PC technical issues, answering billing inquiries
Open/Assign/Review/follow up on all open and pending tickets

Confidential, NJ MAY 2011-SEPT 2011
Johnson & Johnson SAP Helpdesk

Support of information for Confidential
Heavy Call Volume daily 50 or more calls daily
Email, faxes, phones and Walk in' s
First call resolution incoming calls/email when possible
Assisted with New Hire and Co-Worker' s with Application support
Use of "How to Information "on their SAP Application
Open/Assign/Review/follow up on any and all Helpdesk tickets
Dispatch Technicians for additional service on software/hardware support
Correct and reachable information then assigned out to proper groups,
Ensured Customer satisfaction on all reported problems via phone or email

Confidential, NJ AUG 2008 - FEB 2010
State of New Jersey
NJKids Child Support Helpdesk

Support of information for NJKids Production Support Desk
First call problem resolution on incoming calls, Answering Heavy call volume 40-50 calls daily
Answer any questions and walk through "How to" on proprietary Confidential website
Walk through SSA Website to change their own passwords
Assign IT Technicians for additional irresolvable Service resolution
Open /Assign/Review all Helpdesk tickets, for incoming calls, email, faxes and all walk in' s
Scan all faxes and screen shots, into Helpdesk Tickets
Check Helpdesk tickets before assigning out to assorted groups, for correct and reachable information
Review/Monitor Helpdesk Email, T1, T2 and co-worker Que.' s for follow up with "End User"
Ensure Customer satisfaction on any and all reported problems, with calls and email' s
Enforce all documented NJKids Helpdesk procedures
Use of and Contribution of Technical Knowledge work around to end users and Co-workers
Assist IT Department with NJKids User Workstation Configuration walk through
New Hire training

Confidential, NJ Jun 07 - Mar -08

Support of information for Wyeth and Johnson & Johnson Pharmaceuticals
First call resolution on incoming calls, heavy call volume, and Answering 40-50 calls daily
Pharmaceutical Representatives and Co-worker Training on Applications
Use of "How to Information" in Sales Works & Seibel Pharma 7.8
Assisted with New Hire and Co-Worker additional Training
Remote Control Access via Net Meeting
Password Reset and Token PKI Temporary access reset
Irresolvable 1st Level, assigned tickets to proper groups
Open/Review/follow up on Siebel Helpdesk tickets before assigning out to proper groups, correct and reachable information
Ensured Customer satisfaction on all reported problems via phone or email
Use of and Contribution of Technical Knowledge to K.I.M. (Knowledge in Motion)

Education

Metropolitan Institute of Network Technology
J& J Compliance courses-certificates
Intro to NJKids Child Support Application
Intro. To MS Office
Intro. To AS/400
Net view User Workshop
Intro. To Networking - Certificate

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Customer Service Rep Resume

Monroe Twsp, NJ

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