Raquel Lamanna
Brandon,FL
Summary
Highly skilled and detail oriented Technical Analyst with extensive experience in hardware, software, retail telecommunications and customer service. Troubleshoots highly technical, complex issues with ease and patience. Currently seeking opportunities for professional growth and development.
Overview
20
20
years of professional experience
Work History
ISCS Customer Tech Support Analyst
Publix Corporate
01.2016 - Current
- Resolving software and hardware and telephones
- Working in both retail, corporate support, and t2
- Opening and closing tickets
- Follow up and process improvement
- Recording procedural steps, using automation tools and scripts
- Monitored systems in operation and input commands to troubleshoot areas.
Customer Service Staff
Publix Store
01.2015 - 01.2016
- Closing cash office
- When needed worked as cashier, bakery, and stocker
- Western union, Lotto, cashed checks and issued money orders
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel
Client Relations Escalations Supervisor
Department, Citigroup
01.2003 - 01.2016
- Subject matter expert working customer escalated issues with extensive knowledge of products and services.
- Supervisor for over 20+ associates
- Mentored associates in areas of customer service and company standards, policies and procedures.
- Logged call information and solutions provided into internal database.
Education
Hillsborough Community College
2001
Skills
- Microsoft word, Microsoft Excel, SQL
- Microsoft windows 10, Java, HTML
- Collaborative Team Player
- Resolving Problems and Incidents
- Remote Technical Support
- Technical Implementation
Timeline
ISCS Customer Tech Support Analyst
Publix Corporate
01.2016 - Current
Customer Service Staff
Publix Store
01.2015 - 01.2016
Client Relations Escalations Supervisor
Department, Citigroup
01.2003 - 01.2016
Hillsborough Community College
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