Customer Service Management
Resume:
Joe Montalvo
Colton, CA ****4
Phone 909-***-****
********@*****.***
Objective:
To obtain a position where I can utilize and expand my knowledge of
desktop computing in a help desk environment or local support environment.
Major Accomplishments:
Assisted in managing a site-wide transition from Windows 95 to
Windows XP for an office of 1000+ users.
Scripted a program designed to give representatives immediate direction
when in a call. Developed the script with same program to give management
information as to the nature of each call.
Developed and maintained dozens of reports in Access and Excel that are
still in use by customer service at WFHM. Assisted in deploying new pilots
for programs both as creating/maintaining the reports, and also training
representatives in the program.
Reimaged and deployed over 50 PC's in one weekend to meet the needs of a
fast hiring phase.
Able to learn processes very quickly and implement or improve processes in
very little time.
Certified by Berlitz for Spanish.
Experience:
September 2009 to present
HUB International
Answered incoming calls in a call center environment for California Help
Desk. Documented calls in Service Desk system, resolved issue or created an
incident ticket to required group. Advised management of trends and
communicated with teams if a widespread issue was at hand, in order to
relate incident tickets. Purged viruses as needed and assisted with
troubleshooting with users over the phone, used remote control to further
assist users. Maintained supply of imaged computers, shipped and received
as needed. Resolved hardware issues, including PC repair, and component
testing. Repaired Computers as needed.
06/2009 to 07/2009 Perot Systems (under contract from Insight Global)
Answered incoming calls in a call center environment for launch of Mission
Laguna Beach. Documented calls in OPAS system, resolved issue or created an
incident ticket to required group. Advised management of trends and
communicated with teams if a widespread issue was at hand, in order to
relate incident tickets. Purged viruses as needed and assisted with
troubleshooting with users over the phone, used remote control to further
assist users
04/2007 to 05/2008 Bay Area Tech Workers
Answered incoming calls in a call center environment. Documented calls in
Remedy system, resolved issue or created an incident ticket to required
group. Advised management of trends and communicated with teams if a
widespread issue was at hand, in order to relate incident tickets. Purged
viruses as needed and assisted with troubleshooting with users over the
phone, used (Tivoli) remote control to further assist users.
02/2000 to 4/2007 Wells Fargo Home Mortgage
Customer Service Representative.
Answered phones in a call center environment. Resolved customer issues and
corrected errors as needed. Escalated issues to next level of management as
needed. Called customers back with details of resolution when necessary.
Also assisted in several technical projects as needed, including:
Migration of call center to Windows XP
Assisted call center analyst as needed. Acted as site analyst several times
in his stead. Created/maintained/distributed databases and reports to site
managers and supervisors.
Repaired PC's and software issues as needed.
Imaged new PC's with company software prior to deployment, deployed new
machines to new representatives.
Wrote detailed technical instructions on how to use Office programs for new
hires that were not familiar with PC's .
Took 1 year to assist with the creation of a software script that would
provide representatives direction on their call in real time, and assist
them in navigating the software system.
Also provided support to representatives with mainframe software.
Skills:
Proficient in
Responding to calls in a call center environment
PC hardware, internal and external components
All Microsoft Office Programs, 97 to 2010
Lotus Notes
Windows, 95 to Windows 7
Tivoli Remote Control
Mainframe applications
Unix password maintenance
Remedy incident management
Internet Explorer 5.5 to 7.0
Firefox 2.x to 3.x
Web based applications involving flash and/or Java
Windows 7
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