Patricia Hasselmann
Ankeny,IA
Summary
Organized and dependable Help Desk Associate with a positive attitude, successful in managing multiple priorities. Passionate about delivering quality service with empathy and patience to ensure unparalleled support. Proven track record in Service Ticket Tracking (ServiceNow, Agent Workspace), Microsoft Applications, Team Support, and Medicare Quality programs.
Overview
24
24
years of professional experience
Work History
Help Desk Associate
Mindseeker
Urbandale, IA
12.2018 - 12.2023
- Improved customer satisfaction by efficiently diagnosing and resolving technical and program issues
- Reduced call backs by providing one-call resolution
- Documented 30-40 calls and emails, summarizing resolutions for customers
- Assisted customers in navigating the company website and submitting data, improving overall user experience
- Managed high-stress situations effectively, maintaining professionalism under pressure.
Help Desk Associate
Aerotek
West Des Moines, IA
04.2018 - 12.2023
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues
- Maintained detailed documentation of troubleshooting steps for future reference
- Temporary position turned into a permanent role.
Customer Service Representative
Palmer Group
West Des Moines, IA
05.2017 - 03.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Collaborated with team members to develop best practices for consistent customer service delivery.
Lead Teacher
Cadence Education
Norwalk, IA
08.2014 - 05.2017
- Developed and implemented differentiated instruction strategies
- Collaborated with colleagues to design interdisciplinary units of study
- Established positive relationships with parents through regular communication.
Senior Customer Service Representative
Sears Call Center
West Des Moines, IA
06.2000 - 07.2014
- Enhanced customer satisfaction by addressing and resolving complex inquiries and complaints
- Streamlined customer service processes for increased efficiency
- Mentored junior team members and conducted training sessions.
Education
Master of Science: Adult Education/Training And Development -
Drake University
Bachelor of Arts: Music Education -
Truman State University
Skills
- Service Ticket Tracking (ServiceNow, Agent Workspace)
- Microsoft Applications
- Team Support
- Customer Communication with Empathy
- Medicare Quality Programs (QPP, OASIS, QIES, iQIES, EQRS, HQR)
- Organizational Skills
- Friendly and Patient
Timeline
Help Desk Associate
Mindseeker
12.2018 - 12.2023
Help Desk Associate
Aerotek
04.2018 - 12.2023
Customer Service Representative
Palmer Group
05.2017 - 03.2018
Lead Teacher
Cadence Education
08.2014 - 05.2017
Senior Customer Service Representative
Sears Call Center
06.2000 - 07.2014
Master of Science: Adult Education/Training And Development -
Drake University
Bachelor of Arts: Music Education -
Truman State University