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
2017.08 - 2021.03
- 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
2016.03 - 2016.08
- 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
2015.10 - 2016.01
- Temporary assignment as receptionist and billing clerk for JIT Toyota Lift.
ASSISTANT TO CUSTOMER COORDINATOR
ESSEX HOMES OF WNY
2014.03 - 2015.01
- 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
2007.09 - 2013.09
- 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
2017.08 - 2021.03
CLIENT SERVICES Representative
AI ANSECO GROUP
2016.03 - 2016.08
RECEPTIONIST/BILLING CLERK
SELECTIVE STAFFING
2015.10 - 2016.01
ASSISTANT TO CUSTOMER COORDINATOR
ESSEX HOMES OF WNY
2014.03 - 2015.01
ACCOUNT COORDINATOR/ SENIOR CUSTOMER SERVICE REP
SOLIDIFI/ KIRCHMEYER & ASSOCIATES
2007.09 - 2013.09