Summary
Overview
Work History
Skills
Key Assets
Timeline
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Esther Zylinski

Cheektowaga,New York

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

14
14
years of professional experience

Work History

NYS Level 1 Service Desk- Tech Support

Zones contracted for Kyndryl
08.2017 - 03.2021
  • Handled with professionalism over 300 incoming calls per month for NY State employees and public users of NY State websites
  • Accurately entered service tickets into Service Now
  • Password Resets on various Domains and Mainframes
  • Troubleshooting via remote access
  • Basic troubleshooting using knowledge base documents
  • Outage and severity reporting
  • Training and a mentor new hires
  • Employee of the Month October 2019
  • Also trained as backup in voicemails, backlog, emails, and chats.

CLIENT SERVICES Representative

AI ANSECO GROUP
03.2016 - 08.2016
  • Generated and submitted quotations to clients
  • Completed various documents and actual samples to be taken to the lab for testing
  • Oversaw all submissions for several large clients
  • Coached clients on product testing to various state and federal regulations
  • Collaborated with both Physical and Chemistry labs to ensure accuracy.

RECEPTIONIST/BILLING CLERK

SELECTIVE STAFFING
10.2015 - 01.2016
  • Temporary assignment as receptionist and billing clerk for JIT Toyota Lift.

ASSISTANT TO CUSTOMER COORDINATOR

ESSEX HOMES OF WNY
03.2014 - 01.2015
  • Created the appropriate documents required for building of a new home
  • Managed the insurance documentation for subcontractors
  • Main point of contract for leased units
  • Wrote training manual for Customer Coordinator’s position
  • Printed marketing materials for Sales Team
  • Reception/Greeter.

ACCOUNT COORDINATOR/ SENIOR CUSTOMER SERVICE REP

SOLIDIFI/ KIRCHMEYER & ASSOCIATES
09.2007 - 09.2013
  • Worked within a team to handle follow through of all national appraisal orders
  • Established Solidifi’s top client
  • Pioneered a customer concierge service model for Kirchmeyer Associates
  • Achieved an over 200% increase in volume and revenue in 2011 from client
  • Increased volume further with the addition of several divisions being added to K&A
  • Identified and resolved simple as well as complex issues
  • Trained, coached, and mentored new employees
  • Received numerous accolades and awards from outside and within the company for going beyond the scope of work.

Skills

  • Desktop Technical Support
  • Debugging
  • Application Installations
  • Helpdesk Services
  • Technical Support
  • Online Chat Support
  • LAN/WAN
  • Friendly and Patient
  • Clerical Support
  • Document Processing
  • Account Management
  • Order Processing
  • Customer Support
  • Client Relations
  • Account Updating
  • Product Knowledge

Key Assets

  • People oriented
  • Excellent communication skills
  • Account management
  • Experienced with demanding customers
  • Exceptional follow through
  • Team player
  • Emotional intelligence
  • Attention to detail
  • Problem solving
  • Fun, light-hearted, team player beyond office drama

Timeline

NYS Level 1 Service Desk- Tech Support

Zones contracted for Kyndryl
08.2017 - 03.2021

CLIENT SERVICES Representative

AI ANSECO GROUP
03.2016 - 08.2016

RECEPTIONIST/BILLING CLERK

SELECTIVE STAFFING
10.2015 - 01.2016

ASSISTANT TO CUSTOMER COORDINATOR

ESSEX HOMES OF WNY
03.2014 - 01.2015

ACCOUNT COORDINATOR/ SENIOR CUSTOMER SERVICE REP

SOLIDIFI/ KIRCHMEYER & ASSOCIATES
09.2007 - 09.2013

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Esther Zylinski