Experienced in call center operations, I am motivated to advance my career in a dynamic and fast-paced environment. Thriving under pressure, I remain composed in challenging situations and excel in communication. My main objective is to provide excellent customer support, ensuring satisfaction and fostering positive relationships. Eager to contribute expertise and enhance success of a forward-thinking organization.
Overview
13
13
years of professional experience
2
2
Certification
Work History
Help Desk Technician II - Department of Navy
General Dynamics Information Technology
2016.09 - Current
Assisting and supporting end-users with technical issues and questions related to specialized Navy software systems and applications via multiple support channels including phone, email, chat sessions, web forms, and other communications methods available
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
Documenting detailed, specific work notes regarding the interaction with the customer
Providing case status updates to management and end-users according to service level guidelines
Maintaining a high level of courteous customer service
Communicating with customers at all levels of technical and non-technical skills set
System Support Specialist- Veterans Affairs
Provide technical support to users for computer-related technical issues
Resolve technical problems by answering queries by telephone or self-service tickets
Diagnose, identify, isolate, and analyze problems utilizing historical database records to achieve Service Level Agreements
Trained in Service Now to properly note the outside customers computer hardware, software, network, system/application issues and problem-solving methods
Utilize MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
Customer Service Representative- U.S. Citizenship and Immigration Services Customer Support- Census
Soft Count Representative
Eldorado Casino
2016.02 - 2016.08
Responsible for verifying, strapping, and reporting the money, checks and chips from the casino table and slot machine drop
Collaborated with co-workers efficiently to verify the accuracy of the money compared to the amount in the system
Maintained a clean workspace
Overnight Cashier
Walmart
2011.04 - 2016.02
Greeted customers
Counted cash register to assure accuracy of cash amount
Kept a nice and clean work area and made sure items in area were stocked neatly
Assisted with stocking store products
Education
Diploma -
Booker T. Washington High School
Shreveport, Louisiana
01.2010
Skills
Problem Solving
Certification
SECRET government clearance
HDI certification
Awardsandacknowledgments
10/01/16, Gold Star Award - CSRA, "Employee gave me information and genuinely acted like she really wanted to help me!" -customer
02/01/17, Gold Star Award - CSRA, Customer spoke with a supervisor stating, "she made sure she gave me all the accurate information and really seemed to care".
05/01/17, Gold Star Award/Employee of the Month - CSRA, Received two "Gold Star Awards" for the month of May for great customer service to customers.
Timeline
Help Desk Technician II - Department of Navy
General Dynamics Information Technology
2016.09 - Current
Soft Count Representative
Eldorado Casino
2016.02 - 2016.08
Overnight Cashier
Walmart
2011.04 - 2016.02
Diploma -
Booker T. Washington High School
SECRET government clearance
HDI certification
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