Customer Service Quality Control

SABRINA RALSTON

*** *. ********* **., ******, NC 27253

Cell: 336-***-****: *******.*******@*****.***

Summary

Technical Support Representative/Administrative Assistant, skilled at

resolving complex customer service issues in a timely manner. Using remote

assistance, phone assistance and email assistance as well as ticketing

system.

Highlights

Troubleshooting proficiency, Desktop Exceptional telephone etiquette

support

Windows 98/XP/Vista/7/8 Patient and diligent

Microsoft Office expert High customer service standards

Proficient with Microsoft Office Suite Conflict resolution proficiency

Training manual contributor Troubleshooting skills

Proficient in AVG, Printers, PC Security Strong organizational skills

systems

Vast technical knowledge Data Entry

Strong problem solving ability

Sharp problem solver

Accomplishments

Customer Assistance/Support

Worked with company systems such as Live Support and diligently

completed all assigned tasks, working overtime

as needed.

Researched, calmed and rapidly resolved client conflicts to prevent

loss of key accounts.

Diagnosed hardware and software failures and resolved technical issues

with a 99% success rate.

Trained staff including training manuals I produced

Experience

Trading Assistant

March 2013 to April 2013

Lil TreeLiam Gifts - Stoneville, N C

http://liltreeliamgifts.shopinterest.co

Photographed and edited pictures of merchandise.

Upload, priced, described each item.

Setup PayPal account, shipping prices, setup email account for store.

Trained owner on how store operates.

Team Leader/Tech Support/Event Registration

March 2008 to August 2010

NAA - Burlington, N C

Provide agent support and technical issue resolution via E-Mail, phone

and other electronic medium, including

remote assistance through WebEx and SQLyog.

Testing of new programs prior to their release.

Give training presentations to 300+ agents and managers on stage.

Made training videos.

Enter registrations for events, answer questions pertaining to all

aspects of the event, Transfer tickets from one

agent to another, cancel and issue refunds when applicable, send event

reports to managers, input extended

payment plans and make sure not to enter duplicates also make sure my

calendar is updated with each manual

draft associated with the plan.

Identify and correct or advise, on operational issues in client

computer systems pertaining to the NAA websites

including OASys.

Give instruction and training to agents/managers on how to setup their

websites, domain setup and emails and

how to setup their email in Outlook or Outlook Express and various

email programs.

I.T. Network Administrator/Website Administrator

February 2003 to February 2008

Greensboro Country Club - Greensboro, N C

Manage Network Servers (2 locations), including email, print and

backup servers, wireless network and their

associated operating systems and software.

Manage security solutions, including anti-virus, spy-ware and spam

prevention, installation, configuration,

maintenance and troubleshooting of approximately 50 end user

workstations, including hardware, software and

peripheral devices.

Manage all network hardware and equipment including routers, switches,

modems, hubs for 2 locations.

Administer all equipment, hardware and software upgrades .Interact and

negotiate with vendors, out sources, and

contractors to secure network and workstation products and services.

Perform system backups and recovery.

File, Data entry, assist with accounts receivable and payable, order

office supplies, make copies, fill in for

receptionist, answer membership calls, conflict resolution, billing

questions, assist with monthly newsletter,

assist with mail and delivery, take photographs and touch them up if

needed.

Initiate original Greensboro Country Club website, layout and design

website architecture. Maintain 77 pages daily.

Nail Technician

November 1998 to February 2003

A Cut Above/The Hair Studio - Anadarko, OK and Eden, NC

Manicures and Pedicures

Artificial Nail Application

Hand Painted Nail Art

Retail Sales/Product Ordering

All Aspects of Sanitation and Quality Control

Phlebotomist/Reception Supervisor/Quality Control

July 1992 to September 1996

N.A.B.I. Biomedical Center - Medford, OR

Phlebotomy

Reception Supervisor (8 employees)

Client Education

Quality Control of all medical records

Calibrated machines daily

Education

Computer Graphics and Repair/ Human Services, 1996-1998

Rogue Community College - Grants Pass, Oregon

Psychology, 1982-1983

Southern Oregon University - Ashland, Oregon

Diploma, 1979-1981

North Medford High School - Medford, Oregon

Human Resource Certificate, 2001

Rockingham Community College - Wentworth, North Carolina

Skills & Certifications:

Human Resources Development Program, (Certificate)(2001)

How to Design Newsletters, Brochures, Ads, Catalogs and More (7/15/03)

Windows Solutions Conference(10/18/04)

Microsoft Server 2003 Class (2005)

Microsoft Advanced Troubleshooting, Maintaining & Upgrading PCs (8/11/06)

Adobe Photoshop Tips and Tricks (2006)

Advanced Networking Class (2007)

Sabrina Ralston

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