Customer Service Administrative Assistant
Resume:
MERISA LUCIO
Corpus Christi, TX 78413
e-mail: *******@*****.***
OBJECTIVE:
To help a technical-oriented business be progressive
and successful by utilizing my skills and interests.
EDUCATION:
Texas A&M University-Corpus Christi
Bachelor of Business Administration, August 2001
Major in Management Information Systems
EMPLOYMENT EXPERIENCE:
The Wilson Group
Stripes, LLC
IT Telecom Administrative Assistant, IT Department
November 2009 – May 2010
• Review Telecom invoices each month to ensure pricing is consistent with
contract terms
• Research any discrepancies and work with vendors to obtain credits where
appropriate
• Review the number of circuits in each location each month and terminate
access for any unauthorized lines
• Work the maintenance to call in trouble tickets to the telecom providers
when there are issues with circuits
• Air card book-keeping and installation
• Order circuits for new stores
• Assist in budgeting for telecom on an annual basis
• Assist with Transfer of Service Agreements
Whataburger Restaurants, LP
Contact Center Support Representative, IT Department
August 2008 – June 2009
• Support team members by properly escalating issues to the appropriate
service provider and routing inbound calls to teammates as necessary to
meet organizational customer service goals
• Answer WBTECH line and interact with Facilities Services Technicians
regarding work orders, purchase orders and other documents
• Analyze user inquiries and determines type of issue, then initiate
appropriate response and escalate problem accordingly
• Work with Supply and Services personnel to research and correct errors
with work orders
• Dispatch deferred after-hours work orders each business day morning
• Follow-up with Facilities Technicians for work order status updates
• Train new employees as needed
Whataburger Restaurants, LP
Report Analyst, IT Department
November 2005 – September 2009
• Ad hoc reporting, documentation of report requirements, updating of
report inventory matrix
• Generated reports from significant data reports for any of the IT
Departments, particularly the Contact Center
• Data capture and extraction
• Data/Information validation
• Data manipulation and summarization
• Distribution of reports
• Revision of existing reporting
• Work with other IT report analysts and consultants for any reporting
issues/projects
• Act as Infrastructure administrator as needed
• Assist IT coordinator with administering to all IT executives
Texas Department of Public Safety
Administrative Technician II
April 2002- December 2004
• Operated desktop computer to obtain client information
• Answered high call volume from a call queue
• Assisted customers with all aspects pertaining to driving records
• Data entry, runner duties, switchboard operations
• Copy, fax, file documents
• Typed letters/correspondence
• Continuous problem solving with numerous departments
• Attended Bureau meetings and employee enrichment workshops
Tested new CTS database for the Bureau
•
Aided in training new employees with daily duties
•
COMPUTER SKILLS:
Microsoft Office
•
o Word
o Excel
o Outlook
o PowerPoint
o Access
o Publisher
Window XP, Vista, 7 Operating Systems
•
Microsoft Visio
•
Microsoft Works 2000
•
Visual InterDev
•
Software installation
•
Various Internet browsers
•
Printers, scanners, facsimiles, copiers, 10-key
•
Phone operator headset
•
Mainframe databases
•
M. Lucio, 2
TokOpen Document Management Software
•
JD Edwards Database
•
Customer Relationship Mgmt (CRM) Software
•
Certification of Continued Education in Microsoft Excel from
•
Rockhust University Seminar
•
Completed online learning courses in Excel
•
REFERENCES:
Available upon request.
M. Lucio, 3
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