Raven Washington
CHARLOTTESVILLE,VA
Summary
Experienced and professional with a successful history of providing outstanding support and solutions to ensure utmost customer satisfaction. Proficient in resolving inquiries, managing complaints, and promoting team collaboration to drive results. Highly regarded by colleagues for adaptability, effective communication, problem-solving skills, and quick learning abilities. Furthermore, I have a background in the analyst field and was chosen for cross-training in this role, demonstrating my versatility and enthusiasm for embracing new challenges.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Representative
QuTech
08.2023 - Current
- Managed high call volume with professionalism, ensuring that all phone calls were answered quickly and accurately.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from callers.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the company.
- Cross-trained with Analyst to enhance my knowledge on other parts of the company.
Police Services Operator
University of Virginia Police Department
06.2021 - 08.2023
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Promoted a positive work environment by fostering collaboration among team members and encouraging open communication channels within the department.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers for effective intervention.
Child Care Aide
Virginia Commonwealth Medical Health System
03.2018 - 12.2020
- Participated in ongoing professional development opportunities to stay current on best practices in early childhood education.
- Promoted emotional growth through compassionate guidance and conflict resolution strategies.
- Maintained accurate records of each child''s progress, sharing updates with parents during conferences.
- Established a safe, nurturing environment for children to thrive both emotionally and physically.
- Contributed towards regular evaluations of existing policies or procedures within the childcare setting – suggesting improvements where needed.
Education
Bachelor of Science - Criminal Justice
Virginia Commonwealth University
Richmond, VA05-2020
Skills
- Empathy and patience
- Oral and written communications
- Cross-functional support
- Microsoft and Google knowledge
- Ticket support system management
- Time management and multitasking
Certification
- Information Systems Security and Privacy Awareness (ISSPA)
Training (07/2024) - Congosante Subcontractor Compliance Training (03/2024)
- Records Management Training (10/2023)
Timeline
Service Desk Representative
QuTech
08.2023 - Current
Police Services Operator
University of Virginia Police Department
06.2021 - 08.2023
Child Care Aide
Virginia Commonwealth Medical Health System
03.2018 - 12.2020
Bachelor of Science - Criminal Justice
Virginia Commonwealth University
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