Customer Service Sales

SANDRA SCALES

**** ***** ***** ****, *********, NC 27265 ~ 336-***-****~ ******.******@******.***

Summary:

Enthusiastic Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web. applications, software, and framework.

Highlights:

LAN aptitude

Proficient in phone, printer, and security

Meticulous and organized

Work well with staff and customers

Excels under pressure

Ability to multi-task, prioritize, and manage time effectively

Excellent communication and presentation skills

Experience:

Tempur-Sealy, Trinity, NC

IT Help Desk Customer Service Rep Jan 2010 – October 2015

Provide Helpdesk support to end-users of proprietary software.

Manage large amounts of incoming calls

Identify and assess customers’ needs to achieve satisfaction. Answer

questions about product features and resolve user problems

Document all issues and generate reports detailing common problems and error trends

Escalate service questions to appropriate client representatives

Fill in for IT in-house services as needed, installing new desktop systems for sales reps, project managers, and quality assurance team though-out the plant network

Installed operating system, software, antivirus and patches

Sealy Inc, Trinity, NC

Customer Service Technical Support July 2001 – January 2010

Responded to client account questions, including field sales and plant operations

Created service orders to replace defective parts or request technician assistance

Investigated reported issues and walked users through scripted service protocols to rule out numerous problems

Maintained up-to-date knowledge of all company products, services procedures and offering to properly assist clients

Consistently exceeded expectations for customer satisfactions and call volume

Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Pepsi, Winston Salem, NC

Computer Operator October 1998 – May 2001

Entered commands and activated programs for peripheral equipment to integrate and operate

Monitor system for equipment failure or performance errors – and corrected issues

Tracked computer operating time, program output, and data to keep key users informed

Documents problems and actions by completing production logs

Contributes to team effort by accomplishing related results as needed

Education and Certifications:

Computer Tech – ECPI University Greensboro, NC June 2006

High School Diploma Morehead High School Eden, NC June 1983

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