- Volunteering for community initiatives to give back to local communities and make a positive impact
- Backpacking and Hiking
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Watching Movies and TV Shows
- Animal Care
- Video Gaming
- Animal Welfare Advocacy
- Interior Design
- Environmental Conservation Projects
Devyn Strasser
Grand Blanc,MI
Summary
Customer service professional with reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills.
Overview
11
11
years of professional experience
Work History
CSR
Dunckel Veternairy Hospital
09.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Trained new personnel regarding company operations, policies and services.
Tier 1 Technician
INC Systems
01.2023 - 08.2024
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance thorough testing and analysis.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
- Ensured reliable network connectivity, closely monitoring system performance and making adjustments as needed.
- Reduced response times to technical issues, implementing prioritized troubleshooting protocol.
Senior IT Helpdesk Specialist
PFCU
12.2021 - 10.2022
- Repaired hardware components to ensure proper functioning of computer systems
- Provided exceptional customer service by addressing inquiries and resolving issues
- Installed and configured hardware systems to meet client specifications
- Installed and configured software applications to enhance productivity and efficiency
- Utilized strong troubleshooting skills to identify and resolve technical issues
- Provided timely support and troubleshooting for technical issues affecting end users
- Demonstrated excellent communication skills in addressing user concerns and providing solutions
- Collaborated effectively with team members to escalate and resolve complex technical issues
- Maintained accurate documentation of support tickets and resolutions for quality assurance
- Trained new staff in processes and procedures to complete daily tasks
- Assisted clients with client specific soft installs and troubleshooting
- Experience with Microsoft applications including but not limited to email, excel, word, Azure AD
- Assisted in training of new hire IT staff
- Maintained ticket requests sent through Sysaid including assigning tickets to correct IT staff, working with other departments to resolve issues, and working with third party vendors to assist with troubleshooting and resolution
- Processed inventory through SnipeIt and Landsweeper
- Proficient in MDT compass, Sysaid, PDQ Inventory, PDQ Deploy, LAPS, Excel, Microsoft, Episeys, Synergy, etc
- Assisted Network Manager and System Admin to ensure systems and programs are functioning correctly to avoid any interruptions of service to staff and members
- Assisted with IT staff training
- Interacted with staff of multiple departments and demonstrated how to use applications
- Processed requests for PowerOn installs
- Processed initial install and post image on desktop and laptops
- Actively worked to streamline processes and work as effectively as possible
- Actively used Cisco Phone software, Symitar, and Synergy programs
- Completed requests through Sysaid to assist staff with troubleshooting and equipment requests
IT Helpdesk Specialist
PFCU
03.2021 - 12.2021
- Assisted members with first-call resolutions via inbound calls, chats, emails, and online banking messages
- Problem-solving and troubleshooting various applications with members including: Home and Mobile banking, Telephone Teller, Credit Cards, MobiMoney, BillPay, and more
- Matched members' needs and educated them on products and services to better manage their financial future
- Placed orders for checks, replacement debit or credit cards
- DocuSign account change forms to membership
- Actively listened to ensure I assisted the members with everything they needed
- Used critical thinking and research skills to watch out for red flags indicating fraudulent activity
- Added notes and comments to accounts to assist staff and members for a smooth workflow
- Placed outbound calls to members when issues arise
- Assisted both members and nonmembers with the loan application process
Call Center Representative/Customer Service
SAGELINK CREDIT UNION/PFCU
12.2017 - 04.2021
- Maintained a cash drawer processing cash deposits and withdrawals with accuracy and efficiency
- Ensured accuracy on forms and checks such as: cashiers check printing, check orders, card order forms, and payroll change forms
- Troubleshot home and mobile banking issues with members
- Provided superior member service through account history overviews, research, and checkbook balancing as needed
- Actively watched for fraudulent activity, including but not limited to fake bills, fake checks, and shared branching
- Provided educational information on all products and services offered by the credit union
Teller
SAGELINK CREDIT UNION
05.2017 - 12.2017
- Maintained appearance of store and merchandise
- Setup detailed promotion displays according to corporate instructions
- Enrolled members in loyalty program
- Educated customers on scams when selling money orders, processing Western Union transactions, and gift card purchases
- Secured the building during opening and closing
- Processed start of day and end of day cash drawer funds
Shift Supervisor
RITE AID
03.2016 - 05.2017
- Received vendors, verifying product, and checking product in
- Assisted with training of new staff
Cashier
RITE AID
06.2014 - 03.2016
- Received payment by cash, check, credit cards, vouchers, or automatic debits
- Issued receipts, refunds, credits, or change due to customers
- Assisted customers by providing information and resolving their complaints
- Established or identified prices of goods, services or admission, and tabulated bills using calculators, cash registers, or optical price scanners
- Answered customers' questions, and provided information on procedures or policies
- Processed merchandise returns and exchanges
- Maintained clean and orderly checkout areas and completed other general cleaning duties, such as mopping floors and emptying trash cans
- Stocked shelves, and marked prices on shelves and items
Education
Bachelor 's - Business Administration
Baker College of Owosso
Owosso, MI03-2027
High School Diploma -
Byron Area Schools
06-2014
Skills
- Technical Assistance
- Critical Thinking and Problem-Solving
- Systematic Problem Solving
- Comprehensive Listening Abilities
- Thoughtful Response
- Strong Verbal Communication
- Strategic Time Prioritization
- Responsive to New Challenges
- Detail-Oriented Work
- Effective Group Collaboration
Personal Information
Date of Birth: 10/04/95
Interests
Affiliations
- Pawsitive Cause
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Work-life balanceCompany CultureFlexible work hoursPersonal development programsPaid time offPaid sick leave401k matchLanguages
English
Native or Bilingual
Software
Microsoft Office Products
Quote
I dwell in possibility.
Emily Dickinson
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CSR
Dunckel Veternairy Hospital
09.2024 - Current
Tier 1 Technician
INC Systems
01.2023 - 08.2024
Senior IT Helpdesk Specialist
PFCU
12.2021 - 10.2022
IT Helpdesk Specialist
PFCU
03.2021 - 12.2021
Call Center Representative/Customer Service
SAGELINK CREDIT UNION/PFCU
12.2017 - 04.2021
Teller
SAGELINK CREDIT UNION
05.2017 - 12.2017
Shift Supervisor
RITE AID
03.2016 - 05.2017
Cashier
RITE AID
06.2014 - 03.2016
Bachelor 's - Business Administration
Baker College of Owosso
High School Diploma -
Byron Area Schools
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