Extensive experience in sales and the customer service environment; which includes training and supporting. Organized and developed procedures to process, maintain and service the national/enterprise accounts. Extensive years of experience as a Customer Service and Technical support representative. Highly organized, detail oriented, problem solving and superior interpersonal skills. Expert in One time password tokens and SMS phone texts, Live video proofing and MLOA certificate downloads.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Bilingual Spanish Customer Service Representative
Arlluk Technology Solutions
01.2021 - Current
Company Overview: A leading provider of enterprise IT infrastructure solutions support and professional services to support customers’ needs and modernization goals. Offering computer programming, solution development, cloud transformation, enterprise IT, cybersecurity, operations management, enterprise solutions, professional services, digital services, IT modernization, and IT infrastructure support services.
Government contractor providing support for both customers and Government employees by giving information about new and existing United States Department of Agriculture programs.
The position promptly answers customers questions regarding USDA opportunities by phone, emails and live chats.
By using excellent communication skills the questions are addressed quickly and accurately with the latest government information.
A leading provider of enterprise IT infrastructure solutions support and professional services to support customers’ needs and modernization goals. Offering computer programming, solution development, cloud transformation, enterprise IT, cybersecurity, operations management, enterprise solutions, professional services, digital services, IT modernization, and IT infrastructure support services.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Support- Tier 1
Exostar LLC
01.2020 - 01.2021
Company Overview: A leader in identity access management and secure cloud solutions that improve collaboration, information sharing, and supply chain management. Cybersecurity and Secure Collaboration for the Defense Industrial Base.
Provided technical and Customer support to Defense contractors and Aerospace companies using Exostar’s Managed Access Gateway.
Completed Live Video Proofing for Identity verification purposes for both Defense contractors and Electronic prescription providers.
Assisted customers with Navigating the Exostar Managed Access Gateway.
Provided training to new customers.
Troubleshooting and activation assistance for One Time Password tokens and SMS phone texts.
Live Video Proofing.
Technical support for MLOA certificate downloads.
A leader in identity access management and secure cloud solutions that improve collaboration, information sharing, and supply chain management. Cybersecurity and Secure Collaboration for the Defense Industrial Base.
Self-motivated, with a strong sense of personal responsibility.
Excellent communication skills, both verbal and written.
Skilled at working independently and collaboratively in a team environment.
Proven ability to learn quickly and adapt to new situations.
Worked well in a team setting, providing support and guidance.
Worked effectively in fast-paced environments.
Managed time efficiently in order to complete all tasks within deadlines.
Passionate about learning and committed to continual improvement.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Learned and adapted quickly to new technology and software applications.
Technical Support
Fiserv
01.2008 - 01.2020
Company Overview: Fiserv solutions and expertise help our clients meet their customers where they are, aligning with the way they live and work today.
Duties included providing technical support to online banking users and financial institution representatives.
Assist users ability to download banking transactions with Quicken and QuickBooks financial software.
Troubleshoot issues preventing online banking arising from P.C, Mac and software compatibility and settings.
Work with Application Support engineers to fix bugs and make recommendations for upgrades.
Exercise customer care skills and sales training during peak times in customer support capacity.
Using SQL Queries.
Provided excellent customer service and training for the new support staff, which contributed to a successful transition.
Earned strong reputation for providing excellent service for external and internal customers.
Ticketing systems (Remedy, Jira, Salesforce, TRI (transaction research interface))
Biller calls (partial payments, full payments, insurance/utility payments, etc)
Ticketing system (ServicePoint), Architect banking calls, Password reset (Corillian) calls
Digital Wallet calls (Visa/Mastercard activations), RSA hard & soft token activation/unlocks, Peoplesoft (PINQ issues) and Deutschebank transaction research tool
SQL
15C Minimum Background Check for moderate risk contractor (good for 5 years from 2015, expires 2020)
Fiserv solutions and expertise help our clients meet their customers where they are, aligning with the way they live and work today.
Education
Bachelor of Science -
Radford University
Radford, Virginia
Skills
Customer service
Problem-solving
Active listening
Adaptability and flexibility
Computer proficiency
Customer relations
Time management
Complaint handling
Call center experience
Microsoft Excel
Microsoft outlook
Technical support
Customer relationship management (CRM)
Product and service solutions
Quality control
Call management
Professional telephone demeanor
Live chat support
Microsoft PowerPoint
Quality assurance controls
Call center operations
Customer education
Spreadsheets
Paperwork processing
Filing
CRM software proficiency
Office equipment proficiency
[Software] CRM system proficiency
Training development aptitude
CRM software
Professional Development
Seminars on Customer Service and Management Skills
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions
Sales Development Representative at Bluewave Technology Group (formerly AVAIL Technology Solutions)Sales Development Representative at Bluewave Technology Group (formerly AVAIL Technology Solutions)
Group Chief Financial Officer at Timeline Technology Solutions; Pivot Payments Limited; Ctrack Middle East & Africa TechnologyGroup Chief Financial Officer at Timeline Technology Solutions; Pivot Payments Limited; Ctrack Middle East & Africa Technology