Customer Service Loss Prevention

D IARRA COURSER

**** ********* ****

Baltimore, MD 21239

*********@*****.***

443-***-****

EDUCAT ION

General Studies 2006

W. E. B. Dubois Senior High School Baltimore, MD

WORK EXPER IENCE

Customer Service Operator/Help Desk Specialist

04/09 to 01/13

Greater Baltimore Medical Center Towson, MD

Responsible for handling high volume incoming customer services calls. Duties include

t ransferr ing calls to appropriate personnel and patients, handling inquir ies and paging

persons over the hospital loud system. Duties also include performing administrative

d uties. Respond to requests for technical assistance in person, via phone, electronically. Diagnose and

resolve technical hardware and software issues. Log all help desk interactions. Identify and escalate

situations requiring urgent attention. Track and route problems and requests and document resolutions.

Prepare activity reports. Stay current with system information, changes and updates.

Office Assistant 09/05 to

03/31/09

New M i racle Christian Community Church

Baltimore, MD

Responsible for assisting the Church Clerk. Duties include filing, data entry and issuing

correspondence. Duties also include answering phones, assisting church members with

i nformation and updating church bulletin.

Loss Prevention 09/08 to

01/09

Nordstrom Towson, MD

Responsible for monitoring store surveillance with the use of video cameras as well as

surveillance teams for inventory control. Duties also include appending criminals, opening

and closing store, and monitoring alarm system.

Loss Prevention 11/07 to

05/08 M acy’s D epartment Store W hite

M arsh, MD

Responsible for the apprehension of persons commit ting crimes in the store. Duties also

i ncluded f loor and dressing room monitoring and viewing surveillance video. Also

responsible for closing the store and setting alarms.

Customer Service Rep 01/07 to

11/07

I K EA W hite Marsh,

MD

Responsible for answering high volume calls. Duties also included assisting customers with

i nquiries, resolving customer complaints and issuing correspondence.

COMPUTER SKIL LS

MS Word and Excel

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