Remy Vasquez

acd7n0@r.postjobfree.com *** Wood Hollow Ct.

240-***-**** Annapolis, MD 21409

HELPDESK ANALYST / BILI NGUAL / CUSTOMER SERVICE / CALL CENTER SUPERV ISOR

Dedicated, goal oriented professional with fourteen years of call center operations and

management experience focused on customer satisfaction. Proven management skills

i ncluding effective communication and performance improvement planning.

SKILLS

Functional:

Personnel Management

Workforce Scheduling

Customer Relationship Management

Technical:

Microsoft Office (Excel, PowerPoint, Outlook, Word)

Call Center Technologies: Avaya, Nortel

Case Management Systems: Pega, Clarify, multiple custom systems

Web Sharing Systems: WebEx, Remote Desktop Connection, VPN,

Ticketing Systems

P ROFESSIONAL E XPERIENCE

Computer Science Corporation / Maricom Windsor Mill,

MD

Computer Science Corporation a global leader in providing technology enabled business

solutions and services.

Helpdesk Agent / Analyst 07/2011 -

Present

•Provide first level support via inbound calls and email regarding the Retiree Drug

Subsidy Program

•Troubleshooting website errors

•Enabling website access for participants

•Processing applications and answering questions

•Initiate outbound calls to plan sponsors to increase program participation

•Enhance the RDS program team by leading

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•Peer training including best practices

•Documentation creation and maintenance

N ational Electrical Benefit Fund

Rockville, MD

National Electrical Benefit Fund manages retirement pension funds .

Contact Center Representative 07/2008 –

07/2011

•Processed applications and provided support regarding participant’s retirement

pensions

•Participated in the imaging project to electronically document information

•Assisted in processing large mail distributions

Micros Inc. Columbia, MD

Micros Inc. provides leading enterprise-wide applications, services and hardware for the

hospitality and retail industries.

Helpdesk Agent 02/2008 – 07/2008

•Provided technical support for the hotel point of sale system (Opera PMS)

•Managed escalation and research cases

•Created detailed case documentation

Super Save Market Washington, DC

Super Save Market, providing quality groceries at a reasonable price.

Co-owner / Manager 02/2007 – 02/2008

•Managed, scheduled and directed work of 5 staff members

•Managed distributor relationships including ordering and maintaining inventory levels

•Conducted payroll and store accounting

Pearson VUE (Promissor) Landover, MD

Pearson VUE delivers millions of high-stakes tests a year across the globe for clients in the

l icensure, certification, academic admissions, regulatory, and government testing service

markets.

Call Center Supervisor 03/2005 –

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04/2007

•Managed, scheduled and directed work for up to 100 call center representatives and

t he quality assurance team

•Initiated team member coaching and counseling to improve performance

•Performed ongoing performance audits and reviews

•Managed client relationship including:

•Managed program escalations

•Presented program enhancements

•Ensured client contractual requirements were met

•Reviewed daily call center performance reports

•Conducted hiring to meet staffing needs

Call Center Lead 03/2004 –

03/2005

•Resolved escalated issues with customers

•Communicated changes in policies, procedures and program information to the call

center agents

Call Center Representative 10/2003 –

03/2004

•Assisted customers with reservations for state agencies and certification boards

•Averaged 220 calls per day

•Reviewed account history for accuracy

Glendale 1 Hour Cleaners Glendale, MD

Providing quality service and cleaning in 1 hour or less.

Co-owner / Store Manager 04/2002 –

10/2006

•Managed day to day operations

•Conducted accounts payable tasks

Inphonic Inc. Largo,

MD

Inphonic was an online vendor of wireless services and devices.

Customer Service Representative / Sales Agent 10/2001 –

04/2002

•Conducted sales for wireless phone offers for various providers

•Provided first line software support

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Spherics Inc. (Maryland Child Support Contract) Beltsville,

MD

Coordinating confidential information between clients and Maryland support officers.

Customer Service Representative 04/2000 –

12/2001

•Provided customer service and account management

U.S. Customs Service Springfield,

VA

U.S. Customs, securing America’s borders.

Office Automation Clerk / IT Analyst 03/1999 –

04/2000

•Provided hardware support including workstation setup, workstation upgrades and

p roper disposal of old hardware

•Provided software support including installation, troubleshooting and maintenance

EDUCATION

Career Academy, Project Management Certification Training, in process

Prince George’s Community College, Largo, MD, 1998 – 2000, completed 42 credits

Northwestern High School, Hyattsville, MD, 1993 - 1997

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