Customer Service Technical Support
Resume:
Jocelyn L. Torain
Upper Marlboro, MD 20774
*************@*****.***
Objective:
To obtain a position with professional growth potential in the Customer Service/ marketing arena
Profile:
Highly gifted training specialist professional with an extensive background in developing, conducting and supervising training programs for employees using blended learning concepts, including stand-up, one-on-one and online training.
Core Competencies
• Ability to develop training goals and objectives • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community • Exceptional skills in preparing instructional aides and plans • Enviable organizing and coordinating skills • Excellent ability to design, develop, implement, and evaluate training plans, curricula, and methodology.
Professional Experience
GDIT 1601 McCormick Drive, MD 20774 June 2016 - Present
Student Service Center Representative
University of Maryland University College
Provide Front-line Customer Service to prospective students, current students and students returning to UMUC.
Assist students with basic needs pertaining to their educational goals.
Verify students as they call in to protect their personal information
Research issues that student’s encounter
Process payments from students regarding their tuition
Have a working knowledge of various systems including Salesforce, Peoplesoft, Touchnet bill pay, document management systems, State Central Collections Unit (SCCU)
Escalate cases to tier 2 departments on student’s behalf to get their questions or concerns resolved in a timely manner
Perform other duties as assigned
Currently being trained in Financial Aid (12/6/16)
Prince George’s County Animal Management Division November 2008- June 2016
Upper Marlboro, MD 20772
Emergency Customer Service
Answer all incoming calls from public.
Assist callers as needed by either entering activity into the Chameleon System for an Officer to respond, or refer them to an agency that can help if Animal Management cannot help.
Ensure when taking calls that all information is entered into Chameleon System completely and correctly.
Research tag information for citizens holding strays and attempting to get the dog back to the owner.
File all facts sheets in numerical order daily
Have a working knowledge of the County’s Animal Control Ordinance and advise citizens when needed.
Have a working knowledge of various agencies and refer citizens requiring their services.
Relieve County Dispatchers for their authorized breaks
Perform other duties as assigned
TRG-ISKY Customer Solutions, Laurel, MD July 2008-October 2008
Customer Service/Technical Support
Handled a high volume of incoming calls from families that have students enrolled in a Virtual Academy that provides curriculum on-line for home school students attending grades K-12
Assist parents with a variety of questions, concerns, and tracking information regarding materials and computer equipment that is provided by the virtual academy that the students attend
Provide support to families that need additional assistance in the virtual academy’s enrollment process
Answered various questions that the students and or parents have about the curriculum that is provided
Provided tier 1 technical support to families that were having issues with hardware and the on-line school
Consults with HP technical support if issue could not be rectified through basic trouble-shooting methods and procedures to determine the eligibility of hardware replacement while staying in compliance with warranty agreements
Access Worldwide TelAc, Hyattsville, MD November 2005-September 2007
Training Specialist (AT&T)/Bell South Campaign
Implement and conducts initial and outgoing training programs for new employees
Consults with and advises Director of Training regarding training needs, and assists in planning and developing training needs
Develops training methods, materials, techniques and programs for use by the company; develops and updates training manuals for use in each session
Prepares and submits data reports regarding training programs
Prepares training materials, manuals and participant packets for training classes
Provide floor support following graduation of training class
Conduct performance enhancement training
Operates audio-visual equipment and materials during sessions
Performs duties not listed, to be determined and assigned as needed
NOVO 1, Laurel, MD August 2004-November 2005
Communications Specialist- Bell South Campaign
Provided customer service and account management for business to business clientele
Provide quality of service and general benefit information to enhance customer base
Generated new business and increased sales 100%
Trained and coached new employees
Implemented new ideas for business development and growth
Sold Telcom services and products
Technical Skills: Microsoft Office, Tier 1 technical support, Internet, printers, fax machines and scanners
Education/Training:
GDIT: Financial Aid Training for UMUC December 2016
GDIT: Student Services Training for UMUC June 2016
Prince Georges Community College,
Health Information Management Current Student
Certificate: Certified Trainer for Bell South 2006
Prince Georges Community College, Forensic Science 2002-2003
High School Diploma 2002
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