Georgia Soriano
Norridge,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
23
23
years of professional experience
Work History
CS Vendor Manage-Sr. Specialist
AT&T Communications
10.2010 - 10.2023
- Ensured external call-center is operational and in alignment with AT&T's policies and practices.
- Developed long-term strategic partnerships with key vendors, enhancing collaboration and creating mutual benefits.
- Responded to customer issues promptly to build strong professional relationships.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Set and achieved company defined sales goals.
- Met sales goals by offering excellent customer service.
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
Help Desk Support Specialist
AT&T Communications
09.2000 - 09.2010
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Granted system permissions to new employees.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Worked with document imaging technologies and deployment software.
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
- Supervised daily configuration activities and business systems operations.
- Logged activities in tracking system to maintain accurate, timely records.
Education
No Degree -
City Colleges of Chicago - Wilbur Wright College
Chicago, ILHigh School Diploma -
Notre Dame High School For Girls
Chicago, IL05.1995
Skills
- Issue Resolution
- Restocking abilities
- Vendor evaluation
- Relationship Management
- Customer Needs Assessment
- Payment Processing
- Shipment Processing
- Stock management
Timeline
CS Vendor Manage-Sr. Specialist
AT&T Communications
10.2010 - 10.2023
Help Desk Support Specialist
AT&T Communications
09.2000 - 09.2010
No Degree -
City Colleges of Chicago - Wilbur Wright College
High School Diploma -
Notre Dame High School For Girls
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