JULIE-ANN O'BRIEN

*** ********** ******, *** *

Brooklyn, NY 11238

646-***-****

Customer Service Professional with a background in Training new hires for

specific projects.

*Highly self-motivated, organized and efficient professional with 14 years

experience in the areas of Public Relations, high end Association and

Professional Organization administration and Customer Service.

*Comprehensive understanding of general and high-end office operations and

procedures. Capacity to multi-task, managing many priority projects

simultaneously and efficiently.

*Excellent internal and external customer relations and communication

skills, with a professional attitude and pleasing, positive demeanor.

Strong work ethics with the ability and desire to work collaboratively and

effectively with others at all management and departmental levels.

I am a 1992 graduate of Excelsior College in Kingston, Jamaica with my

emphasis in Business Administration. Previously employed as Public

Relations Director for the Jamaica / Caribbean Golf Association for 14

years before relocating to NYC in 2006.

COMPUTER SKILLS

Operating Systems proficiency in Windows.

Proficient in graphics and editing program:

. Adobe Photoshop

Also Proficient in:

. MS Word, Excel, FrontPage, Publisher

PROFESSIONAL EXPERIENCE:

NOVEMBER 2009 - CURRENT - TELETECH@Home (Based in Colorado)

. Hired by Teletech to service their client BEST BUY.

. At home Technical support Customer service representative

. Promoted to an Enhanced Agent in February 2010

. Promoted to Escalated Agent in August 2012

. Specialized Agent on new project for Kiosk Escalations - July 2013

. Seasonal Trainer for New Hires October 2013 - November 2013

. Seasonal Trainer for New Hires September 2014 - November 2014

. Escalations Supervisor November 2014 - Current

PRIMARY RESPONSIBILITIES

1. Respond to queries and Provide product and service information.

2. Identify, research, and resolve customer issues

3. Follow-up on customer inquires not immediately resolved

4. Complete call logs and reports.

5. Research billing issues and misapplied payments.

6. Recognize, document and alert the supervisor of trends in customer

calls

7. Provide helpful and professional expertise to assist the agents and

frequently taking escalated or complex calls from customers.

8. Monitor chat etiquette in rooms

9. Collect info on global and non global tech issues.

10. Communicate tech issue information in the tech room.

FEBRUARY 1992 - AUGUST 2006 CARIBBEAN GOLF ASSOCIATION

PUBLIC RELATIONS DIRECTOR (RELOCATED PERMANENTLY TO NEW YORK 2007)

*Working with various Caribbean Golf Associations, Tourism boards,

government agencies, local and international corporations to develop

public relations campaigns and advertising for events and special projects.

*Designing, editing, input and preparation of advertising materials and

public relations campaigns for both print and web publication.

*Writing Press Releases, Media Alerts and News Briefs for publication in

conjunction with the Association related events and news for various

Caribbean media publications.

*Preparing promotional and informative presentation materials and graphic

work for public, corporate and government dissemination.

Contact this candidate