JAMESHA RUSSELL
Ramsey,Minnesota
Summary
Graduate of Summit Academy OIC, certified in Application Development (Java and MySQL). Seeking a rewarding and challenging position that inspires to help the company build both customer and employee rapport through innovative motivational techniques.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Crossfuze
02.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
Product Support Representative
Thomson Reuters, Talent Net
08.2021 - 04.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
- Determined customers' needs and desires by specifying research needed to obtain market information
- Developed and updated databases to handle customer data
- Sought ways to improve processes and services provided
- Effective liaison between customers and internal departments
- Followed up with customers about resolved issues to maintain high standards of customer service
- Responded proactively and positively to rapid change.
Customer Service Representative
Centerpoint Energy Inc
10.2020 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Updated account information to maintain customer records
- Answered product and service questions, suggesting other offerings to attract potential customers.
Member Services Representative
Topline Federal Credit Union
06.2019 - 08.2019
- Handled member inquiries regarding technical account concerns and discrepancies that included account usage, services and products
- Responded to member request for information concerning interest rates on savings, credit cards and loans.
Sr. Specialist TCOM Guest Services
Target
01.2018 - 05.2019
- Provided a Target branded experience with every contact by engaging the guest via live chat in order to deepen the relationship and drive loyalty
- Provided creative resolutions for handling escalated guest issues related to merchandise orders
- Interacted with key business partners and vendors to effectively handles and resolve guest concerns
- Maintained performance standards and goals related to performance, offers and quality service
- Provided support for internal team members regarding policy/procedures and system functionality
- Operated system that included Salesforce, Workday, and Microsoft Office.
Education
Certification in Application Development: Developer -
Summit Academy Opportunities Industrialization Center
Minneapolis, MN09.2022
High School Diploma -
Coon Rapids Senior High School
Coon Rapids, MN06.2010
Skills
- Customer Service
- Technical Support
- Complaint Resolution
- Strong Interpersonal Skills
- Critical Thinking
- CRM
- ServiceNow
- Microsoft Office
- Staff Education and Training
Certification
Application Development Training, 04/2022, 09/2022
Timeline
IT Service Desk Analyst
Crossfuze
02.2023 - Current
Product Support Representative
Thomson Reuters, Talent Net
08.2021 - 04.2022
Customer Service Representative
Centerpoint Energy Inc
10.2020 - 04.2021
Member Services Representative
Topline Federal Credit Union
06.2019 - 08.2019
Sr. Specialist TCOM Guest Services
Target
01.2018 - 05.2019
Certification in Application Development: Developer -
Summit Academy Opportunities Industrialization Center
High School Diploma -
Coon Rapids Senior High School