Stephanie Rich
Customer Support Specialist
Baltimore,MD
Summary
Exceptional Customer Experience Specialist brings 15 years of valuable institutional knowledge and experience providing first-class customer service and technical support to City Schools parents and staff.
Overview
27
27
years of professional experience
Work History
Office of Engagement, Communications, and Enrollment Customer Support Specialist III
Baltimore City Public School System
07.2017 - Current
- Intake and triage of parent calls, ensuring that our families get the proper attention to their concerns in accordance with district policies and procedures
- Build and maintain a network of support and resources for families
- Activate Parent Link access for school administrators and staff
- Receive and monitor requests for data in accordance with the Maryland Public Information Act
IT Customer Support Specialist III
Baltimore City Public School System
05.2015 - 07.2017
- Positioned in the One Call Center to provide technical support to City Schools staff in the use of all district approved applications and systems
Information Technology SIS Support Specialist
Baltimore City Public School System
05.2008 - 05.2015
- Provided SIS Tier 3 technical support to non-technical school administrators and staff in the areas of enrollment, attendance, scheduling, and grade reporting for traditional and non-traditional schools
- Facilitated secondary scheduling training and lab sessions for master schedulers twice per school year
- Documented, published, and maintained a timeline of tasks for grade reporting and the synchronization of the electronic grade book to the student information system for all grading periods (including schools with non-traditional school calendars)
- Worked directly with Pearson’s on-site implementation team for the entire two-year transition from the SASI system to the district’s first web-based, cross-platform SIS - Powerschool SMS. This process included direct training by Pearson specialists, customization of modules, User Access Testing, and training and support of school-based staff
- Resident expert in scheduling and grade reporting for elementary, secondary, and charter schools including grade calculations and transcript updates
Customer Support Specialist
Information Technology Department
11.2006 - 05.2008
- Administrative Assistant to the Chief Technology Officer
- Provided administrative support to all IT directors and managers
Customer Service Representative III
KPL, Inc
07.2005 - 11.2006
911 Operator/Police Communications Dispatcher
Howard County Police Department
Ellicott City, MD
02.2004 - 07.2005
Application Support Specialist
Shimadzu Scientific Instruments
Columbia, MD
10.1994 - 02.2004
Skills
Customer response
Relationship building
Organizational skills
Clear oral/written communication
Timeline
Office of Engagement, Communications, and Enrollment Customer Support Specialist III
Baltimore City Public School System
07.2017 - Current
IT Customer Support Specialist III
Baltimore City Public School System
05.2015 - 07.2017
Information Technology SIS Support Specialist
Baltimore City Public School System
05.2008 - 05.2015
Customer Support Specialist
Information Technology Department
11.2006 - 05.2008
Customer Service Representative III
KPL, Inc
07.2005 - 11.2006
911 Operator/Police Communications Dispatcher
Howard County Police Department
02.2004 - 07.2005
Application Support Specialist
Shimadzu Scientific Instruments
10.1994 - 02.2004