Customer Service Project

Rachel Fawehinmi ******@*****.***

**** **** *****, ********** ** 30039 678-***-****

Summary

A dynamic Technology professional with 10 years proven experience and 6 years experience working in a call center environment. Excellent verbal and interpersonal skills and communicates effectively with all levels of management. Committed to excellence and proven successfully to work well as independent producer or as a team member and excels in a fast paced environment. Adapts quickly and demonstrate exceptional problem-solving skills and issue identification while maximizing productivity and increasing customer service. Work well across several functional areas and levels of the organization.

Testing/Reporting Tools: HP Quality Center, HP ALM, Bugzilla

Databases: SQL server, TOAD 7.4, Oracle, MS DB2

Computer languages: Java, SQL, C++, HTML, .NET

Systems: Windows 95/98/NT/2000/XP, Netscape, UNIX, and Macintosh

Browser Tested: Internet Explorer, Netscape Navigator, Mozilla,

Software Tools: Lotus, Query Analyzer, MS Access, MS FrontPage, Visio, Toad, SnagIt 9, Citrix, Cisco VPN, HP Service Desk,, MQ Series and all MS office applications.

Applications Tested: Windows, Web, Internet, Intranet, E-commerce, Customer Service, Client Server, Web, Windows, and Customer Relationship Management.

Experience:

Deloitte & Touché, Atlanta, GA April 2005 - Present

Technology Asset Management Analyst

• Serve as QA Analyst on the Engagement Management System (EMS) project. Created test cases and Business Requirement Document. Performs stress test and test using different operating systems and browser.

• Participates in Project meetings for progress meeting and general test planning and strategy for the software catalog project.

• Work with Regional Asset Coordinator to coordinate laptop purchases and lease end returns

• Recommend the procurement of appropriate products and components consistent with the organization's needs in coordination with the Technology Services standard purchasing guidelines

• Monitor consumable inventory levels and reports discrepancies to a designated Regional Asset Coordinator

• Responsible for regional operations including service desk and deskside support management, and process improvement. Perform stress test and test using different operating systems and browser.

• Manage local/regional vendors in support of client facing staff. Collaborate with team and partners to facilitate implementation of new technologies and applications as well as managing local and regional technology rollouts.

• Provide hardware troubleshooting services for all desktop computers, laptop computers, printers and other peripherals.

• Deployed Windows Vista image to the firm’s computers and acts as Microsoft Office 2007 Subject Matter Expert (SME). Created Microsoft office 2007 SOP training material for all Administrative Assistants and facilitates the Microsoft office 2007 training classes.

• Install new computer equipment with Firm-standard software and peripherals to make new computers ready for use.

• Create, track and close all support calls and resolutions through our common Service Desk call tracking system/help desk database within the SLA.

• Manages the new hire technology orientation training project as well as facilitating technology training to practice office partners and staff.

• Utilizes Windows Active Directory (WAD) on Windows 2003 Server to manage users and group policies including network services and account auditing.

• Record and view asset assignment using SAP R/3.

• Provide mobile device support and alternate pager duty with other specialist for southeast offices.

• Responsibility for creating Service Level Agreements based on benchmarking against industry standards.

IBM, Atlanta, GA July 2003 - 2005

IT Help Desk Analyst

• Created a business process improvement initiative for the Call Center personnel to improve training and management.

• The project focused on documentation used by the Call Center and how these could be improved to enhance the customer experience.

• Worked with procurement to settle warranty and service issues with laptop equipment.

• Marketed and Sold IBM's Warranty to Customers that qualify for warranty renewal.

• Documented Helpdesk procedures / practices in a user and training manual for Helpdesk personnel. Helped improve customer satisfaction by researching customer’s problem and provided resolution.

• Performed data entry of the customer's information while verifying the warranty status. Worked as part of a self-directed team with accountability for all technical aspects of work, quality, efficiency, daily workflow and customer service.

• Dispatched Field technicians with the needed parts and the correct action plan to fix the existing system issues. Worked together as a team to get the best solutions for enhancing an efficient and conducive atmosphere for the customer.

Home Banc, Atlanta, GA March 2003 - 2003

Administrative / Mortgage Post Closer

• Coordinated all new projects in job costing software and created project files and responsible for creating interfaces with commercial, residential and wholesale customers.

• Ensured that important documents such as Appraisal, Title for property and Truth in Lending are included in loan files.

• Contacted loan processor to clear stipulation with loans files and requested missing documents when necessary.

• Maintained files and documentation by sorting, filing, photocopying/faxing, tracking and maintaining of all files received.

• Shipped loan files to appropriate investors. Was responsible for process decomposition work, measuring the project status against the developed milestones and invoicing.

Amerix Corporation, Columbia MD July 1999 - 2003

Internet Support Specialist

• Designed performance report using Microsoft Excel for the Internet team to track the team’s overall performance.

• Managed the team’s service level target (SLT) report by working with workforce management to compute performance reports.

• Coordinated the “Call Flow” process group to improve the Interactive Voice Response (IVR) system at Amerix Corporation.

• Analyzed the current IVR system and made recommendations to improve call routing so that each call is delivered to the appropriate destination as efficiently as possible.

• Used Microsoft Visio to map a flow chart for the current IVR system

• Evaluated and resolved problems that existing clients encounter when checking their accounts.

• Interviewed users to collect information about problem and lead users through diagnostic procedures to determine source of error.

• Resolved client problem with creditor then contacted clients with research resolution.

• Acted as a resource in providing the support needed for technical or other problem resolution by the team.

• Used Microsoft Excel to enter team exception reports into the database. Prepared standard statistical reports such as performance reports for the department.

Education:

Strayer University, Millersville, MD June 2002

Master of Science, Computer Information System.

University of Maryland, College Park, MD June 1999

Bachelor of Science, Kinesiological Science

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