Stacey Blocker
Ellenwood,GA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Five Star Call Center
11.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Follow HIPAA regulations when assisting members
- Place OTC orders and check balances for members
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Help Desk Technician
Ellucian
03.2023 - 09.2023
- Help college students, staff and faculty members reset passwords and MFA
- Provided technical assistance to users with various hardware and software issues
- Ran diagnostic programs to troubleshoot system issues
- Developed and implemented technical solutions for system related issues
- Troubleshot system and network problems, diagnosed and resolved hardware/software faults
- Provided first-level technical support for end-users
- Responded to escalated service desk requests
- Provided remote technical support to users
- Performed system troubleshooting and resolved technical issues.
Trainer
Computer Generated Solutions, Inc.
11.2019 - 05.2023
- Manage users, courses, certifications, and communities across multiple Learning Management Systems (LMS) Platforms
- Coach, develop, observe, and certify training candidates during the certification process
- Assist training and operations with leadership interviews and promotions
- Design and create content based on business needs to close knowledge gaps
- Responsible for managing classroom attendance, pay, schedules, and attrition
- Delivered effective training sessions to over 200 employees in the past year
- Developed and maintained training databases and tracking systems
- Collaborated with management to identify training objectives and goals
- Provided training to new hires to ensure successful onboarding
- Produced and distributed evaluation forms to obtain feedback on training sessions
- Facilitated team-building activities to promote collaboration and communication
- Provided guidance and support to employees on new and existing training initiatives
- Assisted in the development and implementation of new organizational policies and procedures
- Assessed training needs and identified gaps in knowledge and skills.
Education
Associate's degree - Information Technology
University of Phoenix-Online Campus, Remote
Skills
- Help Desk
- Desktop Support
- Microsoft Windows
- Network Support
- Information Security
- Mac OS
- Technical Support
- Software Troubleshooting
- Active Directory
- Operating Systems
- Troubleshooting
- Technical Troubleshooting
Timeline
Customer Support Specialist
Five Star Call Center
11.2023 - Current
Help Desk Technician
Ellucian
03.2023 - 09.2023
Trainer
Computer Generated Solutions, Inc.
11.2019 - 05.2023
Associate's degree - Information Technology
University of Phoenix-Online Campus, Remote
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