Summary
Overview
Work History
Education
Skills
Languages
Timeline
Receptionist

GILLIAN Stinnett

Crestview

Summary

Savvy expert experienced in troubleshooting computer software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

14
14
years of professional experience

Work History

CLIENT TECHNICAL ANALYST

CDK GLOBAL
11.2020 - Current
  • eLead SME- Subject Matter Expert responsible for: Providing in-depth knowledge of business process and reporting requirements to support workshop discussions, user story development, and business decision-making.
  • My responsibilities include troubleshooting issues with software applications and recommend corrective course action with an 90% closing ratio
  • Handle/create a minimum of 20 cases daily via telephone conversation, web chat and emails designed to identify issues in the software, determine the course of action and communicate adequate steps for resolution
  • I also provide support services in information dissemination, troubleshooting, training courses, new procedures, and new techniques
  • Ensuring fluid communication between 5 different departments comprised of 3 levels of expertise and follow-up with corrective actions
  • Effectively trained new hires for a year with a 100% success rate
  • Effectively trained our new contractors in Guatemala as an SME
  • Appointed to engage with key clients and handle any cases for these specific groups
  • Participated in zoom meetings with key clients’ corporate positions to strategize issue resolution
  • Created reports for escalated tickets and followed up to ensure completion
  • Completed an exclusive leadership course designed to promote within the company
  • Interacted with end-users and provided expedient and detailed support to data user community.

ACCOUNTING AND ADMINISTRATIVE

Liliana Drywall
05.2009 - Current
  • LILIANA DRYWALL
  • Create spread sheets to track payroll, job income, job cost, and yearly donations/payouts
  • Receive and make calls to clients to set up job estimate appointments and job start times
  • Type up estimates, job contracts and invoices
  • Collect necessary paperwork for yearly audit and taxes
  • Pay out weekly payroll, business licenses and business insurance
  • File all invoices, receipts, bills and tax paperwork
  • Assisted with floor installation, ceiling fan installation and plumbing replacement.

ASSISTANT WINE CONSULTANT

ABC FINE WINE AND SPIRITS
04.2019 - 11.2020
  • As an assistant wine consultant, I set the standards of excellence in providing personalized guest services, specializing in high end wine sales for top clients
  • Effectively market wine and spirits to guests via different marketing channels, including social media, online and in store product reviews, and in store product displays
  • Assist in providing recommendations to guests
  • Set up wine tastings to bring in business and promote special offerings.
  • Supports team members to further increase their knowledge of wine and spirits to provide recommendations to guests.
  • Trained service staff on wines, spirits and cocktails to maximize revenue and maintain stellar reputation for service.

PINK SUPERVISOR

VICTORIA’S SECRET
11.2015 - 04.2019
  • A primary leader responsible for a team of highly driven, goal-oriented staff
  • Responsible for training the personnel in an organization so they are prepared to execute product placements to enhance visual appeal for sales
  • Provide advice and guidance to associates at all levels
  • Train and mentor employees in developing their own leadership skills
  • Perform employee evaluations, and graded work performance twice per year, duty performance, behavior, appearance, motivation, leadership abilities, communicative abilities, and conduct
  • Ensure personnel have proper tools, training and support they need to achieve maximum performance and accomplish total effectiveness.

CUSTOMER SERVICE REPRESENTATIVE

Asurion
10.2011 - 05.2016
  • Managed large amounts of inbound and outbound calls in a timely manner
  • Followed call center “scripts” when handling different topics
  • Identified customers’ needs, clarified information, researched every issue, and provided solutions
  • Trained individuals on the company policies and procedures.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

SCIENCE - ART and ASSOCIATE

FLORIDA STATE COLLEGE

BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION, PROJECT, ACQUISITIONS MANAGEMENT

NORTHWEST FLORIDA STATE COLLEGE

Skills

  • Systems Analysis
  • Client Relations
  • Technical Analysis
  • Organization and Time Management
  • Dependable and Responsible
  • Calm Under Pressure
  • Active Listening
  • Good Telephone Etiquette
  • Written and Verbal Communication
  • Teamwork and Collaboration
  • Service Support
  • Software Diagnosis

Languages

Spanish
Professional Working

Timeline

CLIENT TECHNICAL ANALYST

CDK GLOBAL
11.2020 - Current

ASSISTANT WINE CONSULTANT

ABC FINE WINE AND SPIRITS
04.2019 - 11.2020

PINK SUPERVISOR

VICTORIA’S SECRET
11.2015 - 04.2019

CUSTOMER SERVICE REPRESENTATIVE

Asurion
10.2011 - 05.2016

ACCOUNTING AND ADMINISTRATIVE

Liliana Drywall
05.2009 - Current

SCIENCE - ART and ASSOCIATE

FLORIDA STATE COLLEGE

BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION, PROJECT, ACQUISITIONS MANAGEMENT

NORTHWEST FLORIDA STATE COLLEGE

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