Customer Service Quality Assurance

Bonnie Vi Hummel

*********@*****.*** *** Pleasant Green Road

919-***-**** Hillsborough, NC 27278

Worked in the IT/Technical Support field for over 10 years; developed a comprehensive

and transferable skill set; proven critical thinking, trouble-shooting and diagnostic skills;

trained new employees; enabled others through coaching to perform technical tasks;

successfully performed technical writing assignments in support settings; currently

improving Spanish communication skills, training employees, working successfully as a

valued team-member, leading teammates in customer service by example.

Education

North Carolina Central University

Bachelor’s Degree in English with a concentration in writing

May 11th, 2013 Graduated Magna cum Laude GPA 3.714

Tau Sigma Honor Society Inducted March 2 nd, 2012

Golden Key Honor Society Joined September 2012

Durham Technical Community College

July 26th, 2011 Associate in Arts Degree GPA 3.812

Work Experience

Cracker Barrel Old Country Store May 2011 – present

Server

Wait tables, train new employees, resolve problems with the public, lead other

employees in teamwork through example; help native Spanish speakers to learn

English while gaining further Spanish listening and speaking ability.

Teksystems, Inc., Raleigh, NC Sept. 2009-Apr. 2010

Desktop Support

Administered deployment of computers to employees at Blue Cross Blue Shield, NC in

work from home program. Created and updated PowerPoint presentations. Provided

instruction in using Voice Over IP software and equipment.

Alphanumeric Systems Inc., Raleigh NC Nov. 2007-Mar. 2008 and

Desktop Support Sept. 2008-Oct. 2008

Assisted in deploying 1500 new desktops and laptops to employees.

VIF, Inc., Chapel Hill, NC June 2008-Sept. 2008

Supported and maintained temporary remote office and multiple professional MS

PowerPoint presentations.

Mascon Global Consulting, Inc. March 2008-June 2008

Supported end users, provided technical support and help.

Career Connections, Inc., RTP, NC April 2004-April 2007

Developed procedures, provided technical support via phone, trained new employees,

performed quality assurance testing and technical writing.

Collegis, Inc., Morrisville, NC Sept. 2000-May 2003

Provided technical support for both students and instructors using the Blackboard and

WebCT online course systems.

Shadow Solutions, Durham, NC Feb. 1998-May 2000

Performed technical trouble-shooting over the phone for internet users across the

country.

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