Hi, I’m
Danielle Griffin
IT support and Customer Service
Elida,NM
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
13
years of professional experience
Work History
Capgemini, Dallas, TX
Training Manager
2020.10 - 2022.10 (2 years)
Job overview
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Oversaw orientation sessions and organized on-the-job training for new hires.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Researched and obtained relevant course materials to achieve training objectives.
- Rebuilt training course due to training resources last being out of date. Last update was in 2015.
- Made videos and other interactive training materials.
- Virtually trained international employees
- Managed virtual classes as large as 25 people per class.
The Adolphus Hotel, Dallas, TX
Front Desk Agent
2018.10 - 2020.03 (1 year & 5 months)
Job overview
- Greeted visitors and customers upon arrival, offered assistance and answered questions to establish rapport and retention.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Maintained transaction security by verifying payment cards against identification.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Oversaw and performed fast-paced front desk operations at busy times with as many as 1000+ nightly guests.
Atos IT, Clovis, NM
Technical Support Representative
2015.09 - 2018.10 (3 years & 1 month)
Job overview
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Holiday Inn Express Hotel, Portales, NM
Customer Service Manager
2012.02 - 2015.09 (3 years & 7 months)
Job overview
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Increased customer service ratings through personable service.
- Managed 100% occupancy
Capgemini, Austin, Texas
L2 Customer Service Representative
10.2022 - Current
Job overview
- Enhanced customer satisfaction by promptly addressing and resolving 97% inquiries and concerns.
- Exceeded performance metrics by consistently meeting and surpassing service level agreements in a fast-paced environment.
- Contributed to team success with collaborative problem-solving and sharing best practices for common issues faced by customers.
- Delivered exceptional customer service under tight deadlines without compromising quality or accuracy of work performed.
- Developed rapport with clients through active listening and empathetic responses, fostering strong customer relationships.
Education
Clovis Community College , Clovis, NM
Associate of Arts from Cosmetology
05.2012
Skills
- Manage Windows Server up to 2012 r2 using Active Directory, GPOs, OUs, DNS, DHCP and their clients
- Utilize and configure computer software such as Microsoft Office 365
- Configuring Cisco routers and switch boards
- Possess proficient customer service skills and ability to communicate.
- Ability to work efficiently in both independent and team atmospheres
- Install and configure VOIP phones
- Configuring Firewalls
- Configure security cameras
- Set up user security badges and card readers.
- Training solutions development
- 9 years experience in ServiceNow
- Cultural awareness
- Conflict resolution
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceWork from home optionPaid time offPaid sick leaveCareer advancementTimeline
L2 Customer Service Representative
Capgemini
10.2022 - Current
Training Manager
Capgemini
2020.10 - 2022.10 (2 years)
Front Desk Agent
The Adolphus Hotel
2018.10 - 2020.03 (1 year & 5 months)
Technical Support Representative
Atos IT
2015.09 - 2018.10 (3 years & 1 month)
Customer Service Manager
Holiday Inn Express Hotel
2012.02 - 2015.09 (3 years & 7 months)
Clovis Community College
Associate of Arts from Cosmetology
Availability
See my work availability
Not Available
Available
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morning
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