GENNEVY STEVENS
Clermont,FL
Summary
Resourceful and adaptable administrative professional with a proven ability to quickly master new systems and procedures. Passionate about fostering organization, ensuring accuracy, and supporting team objectives. Recognized for meticulous attention to detail while managing high volumes of data entry and administrative tasks. Seeking a full-time role that offers professional challenges and utilizes strong interpersonal skills, effective time management, and problem-solving expertise.
Overview
6
6
years of professional experience
Work History
QuickBooks Online Technical Support - Payroll
Working Solutions
11.2025 - Current
- Delivered outstanding customer service by utilizing effective communication and problem-solving techniques.
- Managed inquiries and resolved issues using company-specific tools and systems efficiently.
- Collaborated with cross-functional teams to optimize workflow and improve customer satisfaction metrics.
- Documented interactions accurately in CRM, ensuring data integrity and compliance with company standards.
- Analyzed feedback to identify trends, recommending changes to enhance service delivery practices.
- Maintained up-to-date knowledge of products and services to provide accurate information to clients.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Implemented feedback system to gather client insights, driving continuous improvement.
- Coordinated with cross-functional teams to ensure seamless service delivery.
QuickBooks Online Technical Support
Omni Interactions
10.2022 - 07.2023
- Help customers understand the capabilities of each level of QuickBooks Online including Simple Start, Essentials, Plus and Advanced.
- Assist in customizing reports, these reports include account balances, profit and loss figures, and transactional reports.
- Assist in creating and maintain QuickBooks Online users, and set and maintain the appropriate access levels.
- Assist in creating vendor and customers, including contact information and any other information required.
- Assist in customizing the company invoice form and other forms, such as sales receipts and estimates.
- Assist in recording bank transactions or download bank transactions into bank accounts as needed. Help with reconcile as needed.
Fraud Specialist
Global Payments
03.2022 - 08.2022
- Analyze, research and review transaction activity to identify and prevent fraud loss reduction.
- Monitor and review the fraud risk generated from the various fraud prevention filters.
- Analyze current fraud trends and provide input into rules and filters.
- Assist customer service representatives with questions or issues regarding potentially fraudulent orders.
- Keep detailed records of suspicious activity, analyze trends, and communicate security threats to management.
- Process customer claims of fraud or disputes on Visa accounts.
Technical Customer Service Advisor
Conduent
09.2020 - 03.2021
- Demonstrate professionalism and courtesy with customers at all times.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Gather customer's information and determine the issue by evaluating and analyzing the technical issue.
- Provide base level IT support to non-technical personnel.
- Identify and escalate priority issues per customer specifications.
- Accurately log and record call interactions using a computer software.
- Remain up-to-date on the latest technologies and solutions applicable to company products.
Education
AAS - Web Technology
Wake Technical Community College
Raleigh, NC01.2016
Skills
- Attention to detail
- Data Management
- Customer Service
- Effective organizational skills
- Punctual and reliable
- Ability to cope and work under pressure
- Good written and verbal communication skills
- Ability to prioritize tasks
- Problem-solving
- Time management
- Flexible and adaptable
- Multitasking Abilities
- Excellent communication
- Computer skills
- Calm under pressure
- Active listening
- Verbal communication
Timeline
QuickBooks Online Technical Support - Payroll
Working Solutions
11.2025 - Current
QuickBooks Online Technical Support
Omni Interactions
10.2022 - 07.2023
Fraud Specialist
Global Payments
03.2022 - 08.2022
Technical Customer Service Advisor
Conduent
09.2020 - 03.2021
AAS - Web Technology
Wake Technical Community College