Amy Quails
Owings Mills,MD
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Outgoing Service Desk Associate with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
1
1
year of professional experience
Work History
Service Desk Coordinator
Weis
03.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving service desk tickets.
- Streamlined service desk processes for improved efficiency and reduced response times.
- Increased first-contact resolution rates with thorough troubleshooting and problem-solving skills.
- Coordinated cross-functional teams to resolve complex technical issues, resulting in quicker ticket resolution.
- Implemented service desk best practices, improving overall team performance and productivity.
- Developed training materials for new hires to ensure consistent quality of support services.
- Maintained accurate records of all service desk activities, enabling data-driven improvements to operations.
- Collaborated with other departments to address recurring issues, reducing overall ticket volume.
- Contributed to maintaining high customer retention rates through exceptional service delivery.
- Cultivated a positive work environment that fostered collaboration among team members, leading to enhanced individual performance metrics.
- Suggested additional services to customers in order to meet upsell goals.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Education
High School Diploma -
Christian Central Academy
Williamsville, NY06.1988
Skills
- Conflict Resolution
- Active Listening
- Team Collaboration
- Service Desk Coordination
- Decision Making
- Critical Thinking
- Excellent Communication
- Adaptability
- Training Abilities
- Problem Solving
- Customer Service
- Computer Skills
- Listening Skills
- Attention to Detail
- Multitasking and Organization
- Complaint Resolution
- Order Fulfillment
- Staff Management
- Scheduling
- Bookkeeping
- Decision-Making
- Coaching and Mentoring
Timeline
Service Desk Coordinator
Weis
03.2023 - Current
High School Diploma -
Christian Central Academy