Patrice N. Ware

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

Apt. L **0

Birmingham, AL 35215

Phone: 205-***-****

E-mail: abjsyl@r.postjobfree.com

Summary

Professional level skills with: Microsoft Office programs, such as Word, Word Perfect, Excel,

Power Point and Outlook email clients, Internet Explorer and Safari; telephone etiquette, data-

entry and documentation; management of moderate sized teams; influential in focus groups;

distinguishable tone and presentation both oral and written, averaging typing words per minute

between 40-45.

Work History

2010, Loss Management Analyst, Wachovia/Wells Fargo

Inbound call center assisting clients with real-time debit card declines, card suppressions,

•

and initiating debit card fraud claims

Educating clients with fraud protection questions and commonly used practices of scams.

•

Helping with team morale by participating in art projects or team discussions in team

•

improvements.

2008-2009, DSL Tech Support/Service Representative, AT&T

• Assisting customers: residential and business, in troubleshooting issues dealing with

DSL/internet/ connectivity

*meeting or exceeding 4 out of 6 metrics of the company which was

evaluated on a 6 metric scale

• Isolated interferences with intermittent connectivity and targeting lose of DSL

synchronization on the customer’s network line

• Repairing minor computer issues, such as email client problems, wireless connectivity

and, file and printer sharing

• Correcting issues with service orders and ensuring customer satisfaction with their

services and products

• Thorough documentation of each customer interaction, including detailed notes of steps

taken and resolve or conclusion

*kept back up files of all interactions on a separate jump drive to avoid

system failures, lose of H drive, or discrepancies

• Co-creator of message board, Cheat Sheet, designed for new agents to post and have

technical questions answered to effectively accomplish goals

2006-2007, AHSGE/SCOPE/High Hopes Tutor, Selma School Board

• Tutored high school students in the Social Science, English and, Reading portions

required to pass the Alabama High School Graduation Exam

*approximately 25% of students tutored in these subjects passed spring session

testing; roughly 45% passed summer session; 55% by fall and winter sessions

• Monitored students on state certified computer programs designed to guide students in the

successful completion of the exam

• Provided students with a creative environment for learning material with a team of other

tutors within the program through the use of games (i.e. game show trivia, jeopardy)

*Introduced Peer-to-Peer tutoring sessions with student volunteers

• A part of the statistics team in creating and composing progressive presentations to the

Selma City School Board of Directors: included gathering student scores in each subject

and grade and writing a report on the successfulness of the program and trending points

from test to test; helped create charts and graphs that reflected student results.

2004-2006, Desk Assistant, Jacksonville State University

• Managed welcome desk and assisted with student check in/outs for dorm buildings Logan

and Patterson

• Recorded resident comments and submitted work order forms to maintenance to ensure

that residential life was a smooth transition for new and veteran students

• Engaged student interest in dorm activities and encouraged new student involvement in

campus life

2002-2003, Library Aide, University of West Alabama

• Managing circulation desk with book check in/outs

• Managing accounts with inter-library loans to students and patrons

• Maintaining computer lab

• Assisting students and patrons locate needed resources for research

2000-2001, Teacher, Estelle’s Learning Academy

• Academy Teacher to preschool aged children ranging from ages 2-5 years.

• Responsible for incorporating pre-school material to children such as interactive games

for learning the alphabet, numbers, colors, shapes and, social skills

• Responsible for keeping all areas clean throughout the day and ensuring the child was

properly returned to parent at the end of the day or night

Education

2004-2006, B.S in Psychology/Sociology, Jacksonville State University

Certifications

2008, DSL Technical training, AT&T

2009, Service training, AT&T

References

Tiffany Billingsley-Shannon

205-***-****

Pastor Coley Chestnut, Co-creator of SCOPE tutoring program

Selma School Board, 334-***-****

Dr. David G. LoConto, PhD, Professor of Sociology

Jacksonville State University, 256-***-****

abjsyl@r.postjobfree.com

Barry Turner, AT&T DSL Technical Representative

abjsyl@r.postjobfree.com, 205-***-****

Computer Skills

Effective with Windows XP, Vista, Microsoft Word, PowerPoint, Excel, Internet Explorer;

average words typed per minute range between 30-45

Contact this candidate