Help desk support Business Operations Analyst
Resume:
Lisa Michaels
Grapevine, AR *****
*************@*****.***
SUMMARY
Bachelors degree from the University of Missouri. Fifteen years of experience in a call center atmosphere with a background in operations and back-end system support including troubleshooting, opening trouble tickets, attending bridge calls, assisting in root cause analysis, communicating with leaders regarding outages, system issues, and resolutions.
OBJECTIVES
Seeking a fulfilling position that offers growth opportunities and allows me to utilize my skills and experience in call centers or systems and technology support.
EDUCATION
University of Missouri
Bachelor Of Arts In Psychology
Columbia, Missouri
Coursework in Psychology, Social Work and Cognitive science.
EMPLOYMENT HISTORY
Verizon Wireless
Customer Service
Little Rock, Arkansas
November 2016 – August 2017
Quickly and accurately answer inbound calls from Verizon Wireless customers with concerns about billing or wireless devices. Assess the account and offer appropriate solutions or answers to customer concerns. Offer additional items that may prove beneficial or will reduce and simplify future communications with Verizon. Notate the account with a synopsis of the call flow to assist with quality or training and to create a footprint of actions taken with the customer.
JPMorgan Chase
Business Operations Analyst
Springfield, Missouri
February 2001 – June 2016
Appropriately troubleshoot system problems as reported by management via email, chat, or telephone. Opened tickets as necessary for those reported issues. Attended bridge calls regarding the reported system trouble in order to accurately communicate the impacts to the business. Reported updates to all levels of management. Assisted in defect prioritization. Managed projects related to chronic system issues. Gathered and presented monthly statistics regarding call center performance to leadership to assist in reducing system downtime.
PROFESSIONAL SKILLS
Microsoft office applications: Intermediate
HP Service Manager: Advanced
HP Application Lifecycle Management: Intermediate
REFERENCES
Kimberly Yarian – Indianapolis, IN; 317-***-****
Georgette Rahal – Arlington, TX; 817-***-****
Robert Morris – Springfield, MO; 417-***-****
Alexa Taylor – Pittsburg, MO; 210-***-****
Contact this candidate