SUMMARY:

Experienced business professional. Well versed in the use of management principles, and applied technologies to complete projects. Possess a strong set of interpersonal skills to facilitate communications with diverse audiences and environments. Over 10 years of customer service experience and dispute resolution. Proven track record of identifying challenges and providing solutions which have resulted in the successful completion of key projects. Excel in dynamic social environments and transition in to new settings with ease.

TECHNICAL SKILLS:

• Personal computer usage, configuration and software installation
• Document design and formatting
• Microsoft Office Suite Applications: Word, Excel, Outlook, Powerpoint, Publisher
• Graphic design: banner and icon creation, picture file management and animation
• Dispute resolution
• Project Management small to medium scale
• Technical troubleshooting
• Type 40 + wpm
• Excellent communication skills written, interpersonal, tele - presence (phone and virtual)
• Write articles and essays on varying subjects for various audiences
• Work with open source, computer distribution platforms; manage and maintain computing resources for various tasks for Berkley University, University of Washington World Community Grid and others
• Participate in the mining and exchange of experimental crypto currencies (GridCoin)

PROFESSIONAL EXPERIENCE:

Confidential

Project Specialist

Responsibilities:

• Fulfilled contract requirements for multi billion dollar real estate management company; ensured proper execution of documents for project commencement
• Facilitated communications between property owners and clients to ensure transmittal of deliverables
• Promptly resolved disagreements between clients and property owners
• Modified and perfected naming convention for key deliverables stored on company digital network
• Managed decommissioning project for large scale, telecommunications client; delegated work requirements to field technicians and cleared access permissions with property management for scheduled site visitations
• Resolved client / property owner conflicts resulting in the timely execution of projects and preservation of accounts
• Received commendations for notable work in the facilitation of deliverables resulting in the execution of large telecommunications projects
• Saved large client account by meticulously reviewing communications between myself, property management and the client to ensure mutual interests were regarded; set expectations for both client and property management; processed deliverables in timely fashion

Confidential

Teleperformance Advanced Services Division

Responsibilities:

• Answered incoming calls for customers of respective job clients
• Performed diagnostic and needs based research to resolve customer issues
• Performed administrative escalations when issue requires further investigation
• Utilized web - based software to access and manage customer accounts, fulfillment, escalations and data entry
• Worked within task groups to service a specific lines of business
• Utilized consultative selling and up-selling methods to add value to product and increase revenue for the company
• Followed strict prospecting guidelines enforced by company policy, state and government regulations
• Maintained or completed all required certifications and training modules as required by law

Administrative/Operations Assistant

Confidential

Responsibilities:

• Managed team of administrative assistants
• Provided training and guidance to administrative team
• Performed file management and document processing
• Mastered and implemented new file management system for adequate maintenance of files and documents
• Demonstrated use of new file management system to visiting corporate executives
• Provided administrative support for faculty and staff
• Fast, efficient and accurate filing of documents and file management
• Easier retrieval of documents
• Successful delivery of key documents required for student advancement and participation in critical exercises
• Recommended continued use of new system

Confidential

Sales Agent

Responsibilities:

• Outbound prospecting calls (usually 150 - 200 calls per day)
• Outbound mailers (pamphlets and agent resumes to qualified leads)
• Set appointments for personal appearances
• Attended weekly training meetings
• Worked with field trainer to develop product knowledge and prospecting techniques
• Strived to meet/exceed weekly goals for appointment setting

Admissions/Sales

Confidential

Responsibilities:

• Admissions Representative for Proprietary/Post - Secondary school
• Outbound calls (100 - 200 per day)
• Scheduled appointments for prospective students
• Facilitated tours of campus to prospective students
• Conducted interviews to inform customers, assess needs and provide relevant options based on interview outcome
• Prepared welcome and enrollment packages for prospective students
• Facilitated tours and enrollment process for other sales reps
• Strived to meet or exceed daily quota requirements set by management

Academic Advisor

Confidential

Responsibilities:

• Utilized customer service tools to manage student accounts
• Assisted military students with registration, tuition assistance and VA benefits
• Assisted Admissions department in the process of transitioning customers into students
• Facilitated the orientation process for new students
• Assisted students in selecting and registering classes
• Routinely counseled students to bolster academic achievement
• Provided solutions to common student issues (personal, technical, administrative, etc)
• Provide high-risk students with incentives and encouragement to continue education
• Facilitated communication between faculty and students
• Liaison between students, academic advisors, and other staff to maximize support services
• Maintained standard operating procedures and programs
• Provided rapid response to student inquiries through media such as phone, live chat and email
• Processed student requests, escalate student issues, process textbook shipments, document all jobs completed
• Provided support services to correspondence program: Continuing and Professional Studies (CPS) by processing student requests; issued proctored exams, certificates, diplomas and degrees
• Assisted with lead processing and customer retention
• Co - Editor and content manager of internal newsletter

Call Center Representative

Confidential

Responsibilities:

• Provided High-Level Technical Support to CHSI Customers
• Provided customers with comprehensive, step-by-step troubleshooting
• Issued internet connection software and assisted with installation
• Configured Windows and Mac Operating systems for internet connection
• Reported service outages and service repairs with diagnostic tools
• Scheduled service calls for unresolved, isolated issues
• Account setup and registration
• Documented all resolutions, escalations and transactions
• Utilized multiple databases and web-based diagnostic tools