Sheree Graybeal
Sparks,NV
Summary
Friendly team player with experience in quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
EHR Applications Analyst
GI Consultants
08.2023 - Current
- Improved application performance by conducting thorough analysis and identifying areas for optimization.
- Streamlined business processes through implementation of tailored software solutions.
- Reduced downtime and improved system stability with proactive maintenance and troubleshooting.
- Collaborated with cross-functional teams to develop customized software solutions, driving efficiency improvements across organization.
- Increased end-user satisfaction by providing timely support and resolving technical issues promptly.
- Trained staff on proper use of systems and conducted orientations.
- Created manuals and published guidelines for proper use of systems.
- Devised technical strategies, created system designs and developed presentation materials for applications.
- Collaborated with upper management to drive strategy and implement new processes.
Help Desk Technician
Gastroenterology Consultants
06.2022 - 08.2023
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Consistently manage tickets in IT team and personal queue.
- Document issue description, troubleshooting, and resolution details in each support ticket.
- Assist in meeting room setup.
- Partner with HR to ensure resources are available for new hires and terminations.
PBX Operator
Gastroenterology Consultants
11.2021 - 06.2022
- Created and maintained company phone directory with current extensions and staff information.
- Trained and mentored new PBX operations employees.
- Supported customers by managing 200+ calls per day efficiently while maintaining professionalism and upbeat tone.
- Answered calls in timely manner and engaged customers with friendly, professional demeanor.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Logged and routed incoming mail, conducted data entry and prepared outgoing mail.
Call Center Shift Manager
Grand Sierra Resort And Casino
09.2019 - 01.2021
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for Call Center Agents to reduce resolution times and improve customer satisfaction ratings.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Reservation Agent
Peppermill Hotel & Casino
02.2016 - 06.2018
- Answered 100+ incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Maintained awareness of types of rooms available in different resort locations.
Reservation Agent
Nugget Casino And Resort
05.2013 - 10.2015
- Answered 50+ incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
Assistant Store Manager
Dotty's Casino
06.2011 - 05.2013
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Rotated merchandise and displays to feature new products and promotions.
Education
Associate of Arts - Information Technology
University of Phoenix
Tempe, AZ10.2024
GED -
Washoe High School
Reno, NV07.2009
Skills
- Video Conferencing
- Hardware Components
- Help Desk Support
- Remote System Analysis
- Closing Tickets
- Service Desk Team Management
- Friendly and Patient
- Collaborative Team Player
Timeline
EHR Applications Analyst
GI Consultants
08.2023 - Current
Help Desk Technician
Gastroenterology Consultants
06.2022 - 08.2023
PBX Operator
Gastroenterology Consultants
11.2021 - 06.2022
Call Center Shift Manager
Grand Sierra Resort And Casino
09.2019 - 01.2021
Reservation Agent
Peppermill Hotel & Casino
02.2016 - 06.2018
Reservation Agent
Nugget Casino And Resort
05.2013 - 10.2015
Assistant Store Manager
Dotty's Casino
06.2011 - 05.2013
Associate of Arts - Information Technology
University of Phoenix
GED -
Washoe High School
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