Kianna Thomas

IT Support Analyst II

Kearny, NJ

aceknf@r.postjobfree.com - 973-***-****

I am an experienced customer service professional who is diligent, reliable and self-motivated. I am eager to

learn and catch on quickly. I pride myself on being adaptable to all environments. I am focused on gaining

more work experience in a progressive corporate environment.

Core Qualifications

• Microsoft Office

• Computer proficient

• Training and Development

• Territory Sales Experience

• Client-focused

• Excellent comprehension and retention

WORK EXPERIENCE

IT Support Analyst II

Horizon Blue Cross Blue Shield - Newark, NJ - April 2013 to January 2014

The full working journey/lead worker level in the class, technically proficient in performing my assigned.

• The ability to manage and diffuse irate calls.

• Trained many of my coworkers

• Creating documentation and workflows to upload in a knowledge management database for the team to

utilize for problem solving for inquiries.

• Taking on all duties that were assigned from previous role.

IT Support Analyst I

Horizon Blue Cross Blue Shield - Newark, NJ - March 2012 to March 2013

Receive customer inquiries via phone, fax, e-mail, etc. If necessary, probe for additional helpful information,

in order to effectively handle inquiry.

• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed

departmental process.

• Follow up on unresolved issues in a timely manner, escalating call trends to management.

• Deliver an excellent customer service experience while meeting quality and production standards.

• Ability to work in high pressure, fast pace environment

• Handles call from Providers, Group administrators, Employees, and Members, Also trained on Brokers.

• Perform other relevant tasks as assigned by management.

• Coordinate impact to the Service Division and assists with implementation tasks

• Perform other relevant tasks as assigned by management.

• Strong problem solving skills.

• Perform a variety of technical operational duties. As experience and knowledge are acquired, incumbents

are expected to perform increasingly responsible and difficult assignments.

Sales Associate

Lord & Taylor - Paramus, NJ - September 2011 to March 2012

High sales performer

• Provided leadership for department tasks

• Responsible for auditing of funds for opening and closing the registers

Sales Associate

Nordstrom - Paramus, NJ - November 2010 to September 2011

Full-time sales person in charge of the transfers and ensuring department is well organized and aligned with

standard while consistently ranking as a high contributor to mandatory daily sales quota. Assigned managerial

task regularly and performed them without issue.

• High sales performer

• Provided leadership for department tasks

• Persuasive customer service without overwhelming or intimidating potential buyers.

• Established consumer trust with timely and efficient service

• In depth knowledge about various brands

• Responsible for auditing of funds for opening and closing the registers

• Personal stylist

EDUCATION

Associate of Science in Criminal Justice

Passaic County Community College - Paterson, NJ

September 2008 to 2010

Associate of Science in Business

Saint Peters College - Jersey City, NJ

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