Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Jessica Evans

Clintwood,VA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Always willing to look for flaws in the database to better help the end users.

Overview

12
12
years of professional experience

Work History

Analyst

Sitel
09.2019 - Current
  • Identified and resolved problems through root cause analysis and research. Achieving to make each contact a one ,call resolution.
  • Use on site databases for information to resolve issues.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.

Technical Support Representative

SYKES
07.2015 - 08.2019
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference to achieve a one call resolution.
  • Used ticketing systems to manage and process support actions and requests for myself and other agents.
  • Resolved diverse range of technical issues across from the console, to home network connections.
  • Managed back to back calls while keeping up with creating documentation for each call.
  • Communicated with supervisors and fellow agents on issues to get them resolved.

Customer Representative

Alpine Access - Call Center
06.2013 - 09.2014
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Followed work guidelines to achieve employer goal for each call.


Analyst

Alpine Access
01.2012 - 11.2012
  • Identified and resolved problems through root cause analysis and research.
  • Queried employer databases for information needed for report processing.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees and customers achieve goals.


Education

High School Diploma -

The University of Virginia's College At Wise
Wise, VA

Skills

  • Root Cause Analysis
  • Information Gathering
  • Workflow Analysis
  • System Analysis

Additional Information

I am a versatile person who enjoys both analytical thinking from puzzles and issues to many would say mindless enjoyment from a movie or TV series. Puzzles for me can make one think outside the box to complete it as can a move or series. Then you have moments where I enjoy relaxing and a good laugh.

Timeline

Analyst

Sitel
09.2019 - Current

Technical Support Representative

SYKES
07.2015 - 08.2019

Customer Representative

Alpine Access - Call Center
06.2013 - 09.2014

Analyst

Alpine Access
01.2012 - 11.2012

High School Diploma -

The University of Virginia's College At Wise
Jessica Evans