Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Senior Processing Associate
Infosys BPM
2023.04 - Current
Refers more complex problems to senior level
Responds to telephone calls, email, and personal requests for direct and remote technical support
Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
Identified and resolved process issues to drive optimal workflow and business growth.
Applied critical thinking skills to identify opportunities for improvement within current workflows or procedures.
Reduced response times for service requests via live chat or email by implementing an effective ticketing system.
Managed approximately 30 incoming calls, emails and faxes per day from customers.
IT Desktop Support Technician
Randstad USA
2021.08 - 2023.03
Responds to telephone calls, email, and personal requests for direct and remote technical support
Supporting all aspects of the organization's end point stack such as desktop computers, laptop computers, mobile devices, scanners, printers (network/desktop), and Cisco VoIP phones
Documented and tracked problem tickets to ensure a timely resolution
Incorporated problem management database and help desk systems to improve call metrics by 7%.
Premium Services Technician
Support.com
2014.08 - 2021.08
Determined scope of 50+ customers' issues in an effective and professional manner daily
Updated customer profiles and track issues with ticketing system
Perform monthly one on ones with agents in the Atlanta branch
Partner with managers to deliver solutions; escalate issues to senior level as needed
Contributed to a peer-assist group that helpdesk specialist can use to communicate with supervisors and amongst each other, resulting in 30% raise in call efficiency
Supporting all aspects of the organization's end point stack such as desktop computers, laptop computers, mobile devices, scanners, printers (network/desktop), and Cisco VoIP phones.
Education
Bachelor's in Computer Information Systems -
Columbia College
Fort Leonard Wood, Missouri
12.2020
Associate's in General Studies -
Columbia College
Fort Leonard Wood, Missouri
08.2018
Skills
Cisco AnyConnect
Citrix
Microsoft Office 365
Microsoft Windows
PowerShell
Active Directory
Avaya
JIRA
VOIP
TCP/IP
ServiceNow
Compliance knowledge
Timeline
Senior Processing Associate
Infosys BPM
2023.04 - Current
IT Desktop Support Technician
Randstad USA
2021.08 - 2023.03
Premium Services Technician
Support.com
2014.08 - 2021.08
Bachelor's in Computer Information Systems -
Columbia College
Associate's in General Studies -
Columbia College
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