James Plummer
Vandergrift,PA
Summary
Proactive Engineering Systems Admin and Data Analyst with a strong background in data support and IT hardware. Increased customer satisfaction through effective issue resolution and strategic process improvements. Expert in data visualization, inventory management, and hardware maintenance, bringing a collaborative approach to optimize system functionality and support business objectives. Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care. Reliable and upbeat Engineering Systems Admin, Associate successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
18
18
years of professional experience
Work History
Engineering Systems Admin, Associate
Athenahealth
03.2022 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Data Analyst
Quatris Healthco
01.2019 - 03.2022
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
Data Support Technician
Strategi Buisness Systems
10.2016 - 12.2019
- Maintained up-to-date documentation of data support procedures, contributing to the overall understanding of system functionality.
- Assisted in database migration projects, ensuring seamless transition and minimal downtime.
- Ensured compliance with industry regulations by following strict data security protocols and maintaining confidentiality of sensitive information.
IT Hardware Technician
Virtual Office Ware
02.2007 - 06.2016
- Facilitated smooth office relocations by coordinating the disassembly, transport, and reinstallation of IT hardware components.
- Improved user satisfaction, addressing technical inquiries and resolving issues promptly.
- Contributed to company-wide IT initiatives, bringing expertise in hardware installation and configuration.
- Collaborated with IT team members to optimize system functionality, sharing knowledge on best practices in hardware maintenance.
- Provided end-user training on proper care and usage of IT equipment, minimizing incidents of damage or malfunction.
- Assisted in hardware procurement, ensuring compatibility with existing systems and cost-effectiveness for the organization.
- Maintained optimal computer performance with routine system checkups and updates.
- Reduced downtime for clients by providing timely and efficient hardware support.
- Carried out proper disposal procedures for obsolete equipment, adhering to environmental regulations and data protection standards.
- Ensured compliance with established security protocols, safeguarding company data from potential threats or breaches via hardware vulnerabilities.
- Implemented network infrastructure upgrades to ensure seamless connectivity for users.
Education
Associate of Applied Science - Information Technology
W.C.C.A
Youngwood, PA03.2009
Skills
- Customer Service
- Time Management
- Attention to Detail
- Computer Skills
- Customer interaction
- Customer Engagement
- Decision-Making
- Courteous and Professional
- Flexible Schedule
- Work Planning and Prioritization
- Client Engagement
- Issue Resolution
- Customer service orientation
- Production Support
- Team Cooperation
- Strong Communication and Interpersonal Skills
- Customer Assistance
- Honest and Dependable
- Creative Thinking
- Reliable and Responsible
- Positive Customer Engagement
- Flexible Hours
- Ability to Lift 40 pounds
- Computer Proficiency and Microsoft Office
- Basic Mathematics
- Exceeding Customer Expectations
- Engaging with Diverse Customers
- Staff Support
Timeline
Engineering Systems Admin, Associate
Athenahealth
03.2022 - Current
Data Analyst
Quatris Healthco
01.2019 - 03.2022
Data Support Technician
Strategi Buisness Systems
10.2016 - 12.2019
IT Hardware Technician
Virtual Office Ware
02.2007 - 06.2016
Associate of Applied Science - Information Technology
W.C.C.A