Julianne Cartagena
Port Republic,New Jersey
Summary
Demonstrates a strong customer service foundation with a focus on effective communication and problem resolution. Proven ability to manage high workloads while maintaining efficiency, contributing to enhanced customer satisfaction through team collaboration and a proactive approach in dynamic environments.
Overview
25
25
years of professional experience
Work History
Helpdesk Specialist
Quecon Inc
Egg Harbor City, New Jersey
04.2023 - Current
- Managed ticketing system, ensuring timely prioritization and resolution of incoming support requests.
- Opened service tickets for clients, accurately documenting user information and problem descriptions to facilitate efficient resolutions.
- Maintained composure in difficult customer situations, utilizing de-escalation techniques to enhance customer satisfaction.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Trained new employees on help desk processes and tools effectively.
- Participated in team meetings to discuss customer service strategies.
- Maintained positive working relationship with fellow staff and management.
- Performed a variety of clerical and administrative duties pertaining to on-site support.
Helpdesk Specialist
Sunhillo Technical Services
Egg Harbor Township, New Jersey
01.2001 - 04.2023
- Streamlined ticketing system to prioritize and track client service requests effectively.
- Ensured timely responses to user queries in accordance with service level agreements.
- Resolved user issues in a timely manner via remote access.
- Collaborated with team members to enhance help desk procedures and workflows.
- Opened service tickets for clients, documenting user information, and description of problem.
- Supported customers with password resets and account customization.
- Assisted customers with instructional support and product troubleshooting.
- Recorded all support interactions and resolutions accurately for future reference.
- Compiled reports on help desk activities to inform management decisions.
Merchandising Specialist
Best Buy
Mays Landing, NJ
06.2019 - 01.2021
- Enhanced customer experience through successful execution of store projects like sales events and holiday specials.
- Assist customers in answering questions and help them choose the correct product for their needs.
- Resolved customer issues by providing solutions or directing them to appropriate associates or managers.
- Maintained efficient and organized store and product flow in busy environment, ensuring positive customer interactions.
- Use proprietary store databases to access floor plans and information on orders, customers and store products.
Sales Associate
Kohl's
Mays Landing, NJ
10.2018 - 06.2019
- Created a welcoming customer experience from initial contact to resolution in retail setting.
- Assessed customer needs through active listening to provide tailored solutions.
- Deescalated customer issues, ensuring positive resolutions and enhancing customer satisfaction.
Education
Diploma -
Cedar Creek High School
Egg Harbor City, NJ06-2016
Skills
- Ticket management
- Remote troubleshooting
- Customer service expert
- Customer relationship management
- Issue escalation
- Problem solving
- Microsoft Office
- Project management
- Time management
- Interpersonal Communication
- Effective communication
- Written communication
- Team collaboration
- Active listening
- Conflict resolution
- Proficient in HTML
- Quick Learner
Extracurricular Activities
- Art Club, 2013-2016, Worked as a team, utilizing art for the education of others in environmental and global issues.
- Creating to Cope, 2014-2016, Volunteered support to anyone needing advice or coping mechanisms with personal or familial conflicts. Helped teach students how to relieve stress through creative outlets.
Timeline
Helpdesk Specialist
Quecon Inc
04.2023 - Current
Merchandising Specialist
Best Buy
06.2019 - 01.2021
Sales Associate
Kohl's
10.2018 - 06.2019
Helpdesk Specialist
Sunhillo Technical Services
01.2001 - 04.2023
Diploma -
Cedar Creek High School