Customer Service Software

Cassandra Smothers

*** *. ***** ( Springfield, Mo ( 417-***-**** (

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

. Currently working on a degree in Database Management and Structure

from the University of Phoenix.

. Consistently recognized for technical troubleshooting skills used to

rapidly and cost-effectively resolve challenging technical issues.

. Quickly learn and master new technology; equally successful in both

team and self-directed settings; and proficient in a range of computer

systems, languages, tools and testing methodologies.

. Professional and efficient in office duties including but not limited

to bookkeeping and accounting.

. Proficient in customer service skills over the phone and also in

person.

. Very proficient in handling multi-tasking, and handling office duties

such as typing, and working with most administration software such as

Excel and Word.

Education

Everest College Associates of Applied Science in Computer Information

Science

Concurrent Employment with College Studies:

. Hewlett Packard Laptop Support (2009 to 2011): Provided support for

HP laptops, troubleshooting issues with computer hardware and

software, also providing support for networking support for wireless

devices.

Technology Summary

Systems: Windows 2000/Windows Server 2000/ P/Vista/Windows 7,

Databases: Oracle, SQL

Languages: Visual Basic, SQL, HTML, ASP

Software: Adobe CS3, MS Office,

Hardware: Basic networking, RJ45, RJ11, basic router installation, switches,

IT Experience

Teletech - Springfield, MO

. Support Technician: (2009 -2011) Troubleshooting and diagnostics for

laptop support, home based networking, some small business networking,

. Selected Responded to technical calls, analyzed problems with systems

repaired software issues and issued hardware repairs for hardware

failures.

. Set up new systems, and established connections with small home

networks and small business networks.

. Exceeded issue-resolution targets and achieved exemplary customer

satisfaction scores, consistently scoring between 95%-100% on all

calls (outperforming average of 90%).

. Handled 30+ technical/mission-critical calls daily and consistently met

high service standards.

Contributions:

Administration Experience

. Web Development and Design: (1999 - 2007) Helped start a small business

designing web site design, and ecommerce sites. Helping customer design

websites to meet their needs.

Selected Contributions:

. Managed hiring of new employees that worked well with the company, was

responsible for matching individuals to projects within the company.

. Oversaw interviewing of new individuals to work for the company, and

assisted in making the final decision of hiring new employees.

. Tackled all of the bookkeeping and filing for the company, including

organized the accounting for the business, as well as financial

responsibilities.

. Managed scheduling, setting hours.

Available for Relocation & Travel

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