Customer Service Accounting
Resume:
Sharmon L Woods *** E **TH AVE ~ GARY, IN
***** ~ *************@*****.***
Message: 219-***-****
QUALIFICATIONS
Extensive experience in servicing customers both in person and over the
phone, in a variety of industries (ISP, Education, Tax Prep, and
Accounting.)Proven skills, in Troubleshooting, Help Desk, Inbound
and Outbound call center and Office Administration and computer operations.
Superior written and verbal communication skills dealing with customers,
coworkers, staff and vendors. Accustomed to working in fast paced
environments with the ability to think quickly and successfully handle
difficult clients.
Proficiency in computer Technology MS Word, PowerPoint, Excel, Outlook
express
Conflict resolution skills able to maintain a professional and patient
demeanor when responding to customer inquiries and issue.
Basic neworking skills, advance windows user, Internet research, email
client configuration.
Summary of Skills
. Demonstrated ability to communicate clearly and concisely both orally
and in writing and customer service mentality.
. Strong administrative skills, word processing abilities, and attention
to detail
. Strong users on the business applications they use on a day-to-day
basis
. Communicate accurate technical information / solutions via multiple
mediums to a varied range of customers and resolve issues on the very
first contact.
Experience
Kaplan University Chicago, IL 05/2009
Help Desk
Receive and resolve student, faculty, and staff inquiries in our fast paced
call and web based operations center. Respond to student and faculty
inquiries received via phone, live chat and email. Primary specialists in
the education and troubleshooting of technical support issues such as user
name/password, software, hardware, and general assistance with platform
tools. Identify and troubleshoot incidents, then document and retrieve
pertinent information for logging, tracking and further escalation.
Time Warner Cable (NHD) Hobart, IN 05/28/2007-
05/16/2008
Tier II Tech Support
Answered help desk phone calls, assessing type of request and logging
them into automated ticket tracking system with appropriate opening script,
customer identification, Average Talk and Wrap Up time
objectives. Performed troubleshooting procedures to investigate problems
and detect connectivity or browser issues. Provided support to non
technical end-users with applications in a Windows and MAC environment.
Responsible for handling problem recognition, research, resolution and
follow-up for user problems, referring more complex problems to Tier 3
technical staff. Assisted customers with connectivity, email issues,
password reset, TCP/IP configurations, firewalls, PHP power cycled modem
and home networking issues.
Pla-net Internet Service Provider Merrillville, IN 03/03/2005 - 04/12-
2007
Customer Care/Level I Tech Support
Answered all incoming customer calls in queue with appropriate opening
script, customer identification, Average Talk and Wrap Up time objectives.
Troubleshooting advanced service issues. Responsible for handling customer
calls with a positive problem-solving attitude. Properly documented call
purpose and resolution.
Curtis Complete Accounting
01/06/2002- 04/15/2005
Hobart, IN
Tax Preparer/Accounting Clerk
Prepared Federal, State and Business Income Tax returns, Amended returns,
filed extensions, Completed basic bookkeeping and accounting tasks.
Performed posting of cash receipts, expenses, or other transactions to
journals or ledgers and verified accuracy. Reviewed invoices, bills,
vouchers, or other documents for corrections before entering into records.
Sorted and filed documents, and performs calculations.
H&R Block Gary, IN
12/19/1997- 4/17/2000
Tax Preparer
Computed taxes owed or overpaid, using adding machines or personal
computers, and complete entries on forms, following tax form instructions
and tax tables. Interviewed clients to obtain additional information on
taxable income, deductible expenses and allowances. Reviewed financial
records such as income statements, calculated form preparation fees
according to return complexity and processing time required and
documentation of expenditures in order to determine forms needed to prepare
tax returns.
OTHER EXPERIENCE
Sensual Bath Scentsations Gary, IN 2000-present
Owner/Operator
Maintain day to day operations, administrative, marketing, purchasing,
order filling, shipping. Creating new products, prospecting new customers.
Accounting, general office, research and production.
Education
Columbia College, Chicago, IL
Major: Communications 1984-87
Midland Career, Institute Hammond, IN
Certificate: Computer Tech 1994
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