Roxie Villalta

**** * ***** **** ***., Broken Arrow, OK 74014

918-***-****

acfz7y@r.postjobfree.com

Page 2

Professional Experience

A self-motivated and organized professional with over 25 years of experience providing administrative and

technical support. With excellent interpersonal skills, I am able to work well with all levels of internal

management and staff as well as outside clients, while practicing in a confidential environment. Also, with my

above average computer skills, I have proven to be a quick learner and have the ability to pick up any system

quickly.

HP (Hewlett Packard) Enterprise Services June 19. 2011 – Current

(Supporting Pfizer Pharmaceuticals)

January 2012 – Current Quality Analyst

Reviewed, scored and coached Service Desk Representatives regarding their inbound communications.

Created the processes for handling and reporting of incoming Customer Satisfaction Surveys.

Handled all incoming customer satisfaction surveys.

Communicated to both management and agent of both positive and negative verbatim comments.

o If comments were negative, coordinated and resolved the issue to the client's satisfaction.

o Produced monthly management reports for agent call quality and Customer Service Surveys.

Assessed the impact of current business processes on users and stakeholders.

June 19, 2011 – January 2012 HP IT Service Desk Representative III

Identified and resolved client's issues via phone and remote support in regards to their technical support needs in relation to

hardware and software on multiple products such as Lenovo desktops and laptops, iPads and iPhones, BlackBerry, various

network and personal printers, as well as IP and standard desktop phones.

If issue could not be resolved, escalating to the proper team and determining proper priority and service level.

Global support from different lines of business. Ranging from manufacturing to executive support.

My first call resolution and quality was always at the top of the teams and above client's required service level.

West Corporation June 07, 2010 – April, 2011

(Supporting Qwest Communications, LLC)

Technical Project Coordinator

Managed all phases of iQ Networking Services projects, from post-sale to turn-up of commercial internet services.

Verified the legality of contracted services.

Worked with the customer, sales, IT, company telecom engineers, local telecom and legal department to ensure that the

contracted services were delivered as promised.

AT&T Wireless February 09, 2009 – June 07, 2010

Customer Service Representative

Handled a large number of incoming customer inquiries while maintaining excellent quality.

MetLife January 29, 1989 - July 1, 2008

August 2006 - July 2008 eBusiness Consultant

Managed all phases of the implementation and live launch of MetLife's benefit websites (My Benefits and Met Link) for

Institutional National Accounts (companies of 5000+ employees).

My responsibilities included such tasks as:

Troubleshooting system problems and outages

Project Management of complex and unusual implementations

Issues Management to ensure timely resolution of system problems or enhancements

Make recommendations for process and system enhancements

Perform website demonstration and training for the account teams and customers

Promote the use of the on-line websites to increase the use of the on-line service channel.

Roxie Villalta

March 2004 - August 2006 - Senior Web Tech CSC

Responsible for taking inbound customer calls in regards to troubleshooting, access, navigation and promotions of our

institutional and individual websites (approximately 10 websites).

While in this position, I was also asked to do special assignments due to my advance knowledge, skills and performance.

These responsibilities included such tasks as:

Training and coaching new and low performing associates

Assist supervisor with monitoring and rating calls for monthly goals

Top performer of my unit for the entire time I was in this position

October 2002 - March 2004 - eDeployment Consultant

Responsible for setting up our Small Market and Mid-Large Market Institutional customers for our MyBenefits and MetLink

websites and training HR and Benefit Administrators.

January 2000 - October 2002 - Annuity Beneficiary & Assignment Approver

Responsible for updating customer requests in regards to their contract ownership and beneficiary designation.

Gained my NASD registration

June 1998 - January 2000 - Consumer Relations Correspondent II

Responsible for tracking and responding to operational and insurance replacement complaints

January 1997 - June 1998 - Executive Secretary

Responsible for daily assistance to the Tulsa Site Leader/Director.

These responsibilities included such tasks as:

Maintaining confidential employee records

Maintaining and creating statistical reports

Reading and responding to email

Typing letters or memos

Preparing all aspects of high profile meetings (power point slide shows, audio, room reservation and arrangement, meal

planning, etc)

Preparing all parts of travel (airlines, hotels, rental cars or limos, meal planning, etc)

March 1994 - January 1997 - Marketing Consumer Relations Correspondent I

Responsible for assisting the senior correspondents and helped with the implementation of one of MetLife's 1st scanned work

distribution systems (AWD)

Was employee of the year for 1997 for my outstanding work in 1996 in the implementation and troubleshooting of AWD

January 1991 - March 1994 Correspondent Clerk I

Responsible for case assembly for the Beneficiary & Assignment and Death Claims Units.

January 1989 - January 1991 - General Clerk II and General Clerk III

Responsible for assembling and distributing work to the underwriting team.

While in this entry level position was chosen to be the back-up Administrative Assistant to the director of the New Business

division due to my positive attitude and professionalism.

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