Personable and dedicated customer service representative motivated to

generate customer satisfaction. Eager to contribute to overall company success. Proven ability to establish rapport with clients, customers, and professional peers to troubleshoot technical matters through to resolution in a chat-based environment. Reliable and driven, with strong time management and prioritization skills. Passionate about learning, growth, and gaining new experience!

Apple (via KellyConnect), December 2016 - August 2017 iTunes Store At-Home Advisor

Beginning in December of 2016, I transferred from Morgan Stanley's internal client help desk at IBM to KellyConnect's work-from-home environment for Apple. After completing one month of full-time paid training, I joined the floor and worked full-time 100% remotely for Apple's customers, supporting the iTunes department. My main job roles involved exceptional phone-based customer service, assisting with accounts (management thereof), billing inquiries, security verification, and a degree of technical troubleshooting involving aforementioned account security (as well as frequent instances of fraud prevention). I was promoted/issued a raise within three months for exceptional customer service and excellent metrics. Morgan Stanley (IBM, Kelly Services), September 2016 - December 2017 TechConnect Help Desk Agent

With the help of Kelly Services, I landed a position on the Morgan Stanley desk at IBM's campus in Boulder, Colorado. From there, my training involved ServiceNow (a variant of incidence-based ticketing software) to aid internal clients of Morgan Stanley with company issued stock-tracking applications, iWin troubleshooting, Citrix, Microsoft Office (with emphasis on Outlook, application-based and cloud- based), as well as password resets and user profile updates/refreshes. I provided phone-based assistance, as well as assistance over chat

(often 3x chats at a time), at which time I discovered that I truly enjoyed chat-based assistance. I occupied the top three scores on my entire floor's weekly standings in metrics for customer satisfaction as well as issue resolution.

Customer Service

Soft Skills/Positioning

Proficient Grammar

Touch Typing, 80wpm+

Account Management

(Sense of Humor!)

Billing Inquiries

Issue Probing

Troubleshooting

Guidance (Technical)

Blogging/Writing

Word Processing

Collaboration

Adaptability

Creativity

Microsoft Office Suite

Incomplete. ARTS

Granite State University,

New Hampshire

2012 – 2014

Incomplete. ARTS

Pikes Peak Community

College, Colorado

Springs

2010 – 2012

Diploma. HS

Fryeburg Academy,

Fryeburg, Maine

2003 – 2007

Laura Eng

Personal Care Assistant, 2010 - 2016

Personal Care Assistant

I assisted Ms. K Noble with daily tasks such as attending medical appointments, picking up groceries, and household maintenance. Colorado Springs Chamber of Commerce, May 2010 - August 2010 Intern / Receptionist

I trained and soon filled the role of main office receptionist at the Colorado Springs Chamber of Commerce during the summer of 2010 while attending college at Pikes Peak Community College. My official title was Assistant to the Assistant of the CEO., but my duties were largely overseen by the Chamber's main receptionist, Mrs. Veronica Quinones. A wealth of information, Veronica helped me flesh out my office skills in a multitude of areas, as well as aided me in fully integrate into the culture of the office. Before long, I was attending every single company event, as well as drawing up brochures for meetings and sending out monthly planners. Veronica also encouraged me to continue my language studies, which I've done, though I'm not yet fluent in my second language of choice. Red Jacket Resorts, August 2008 - November 2008

Head of Room Service / Kitchen Staff

After finishing up at Applebee's (listed below), I moved to the Red Jacket where I took on a variety of duties. 'Kitchen staff' covers food prep., waitressing, cleaning, and room service. Due to my dependability and strong work ethic, I was promoted to head of the hotel’s room service team before I departed for college in Colorado.

Applebees, May 2008 - August 2008

Hostess

During the spring and summer tourist season I picked up a season position at Applebee's as a Hostess. Businesses skim by in the winter months, up in Maine, but flesh out their employees to handle the demands of summer tourism. Seasonal work is very popular, and a good way to gain new experience. My duties included greeting, seating, cleaning, and covering for waitresses on their breaks.

Fryeburg Academy, July 2006 - August 2006

Kitchen Staff

I was sixteen when I first, officially, became legally employed. My high school (the employer) hosted summer events for artists and musicians. I was hired on to help prepare food for touring musicians. My duties involved setting tables, food preparation, and washing of all items used before heading home for the night.

Happy to furnish references upon request! Let me know.

Laura Eng

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