Customer Service Technical Support
Resume:
Donna Mitchell
Chesapeake, VA 23323
ac2fet@r.postjobfree.com
Career Objective: Professional payroll/time systems administrator with an extensive customer service and employee accounts background.
PROFESSIONAL EXPERIENCE
Time Systems Administrator 10/2012-03/2017
General Dynamics (Priority Staffing)
200 Ligon Street
Norfolk, VA 23523 United States
TIME KEEPING: Providing functional and technical support to a supervisor who is responsible for managing payroll; Assist departments in coordinating best locations and needs for time collection systems; Coordinate with production, HR, and Accounting to facilitate timekeeping set up of all new employees; Oversee, review, and audit time entry approval and transfer to payroll; Assist in training all timekeepers and data entry personnel; Import time from remote time collection systems and keep updated with current job and HR data; Facilitate accurate reporting of time system data etc. Issue and record adjustments to pay related to previous errors before sending to payroll; Prepare weekly reports of hours’ employees worked to verify accuracy; Research timesheets from previous months, for auditing purposes; Approve time on behalf of the supervisors.
PAYROLL/DATA ENTRY: Making adjustments for missing time to be paid for the following week; Enter holiday, vacation, jury duty, and bereavement hours for employees into a record keeping system along with hours worked; Run weekly reports to make sure all adjustments are made and errors are corrected before transferring to payroll.
HELP DESK: Resetting passwords and setting up new logins for employees; Activating badges and setting up schedules for new employees; Assigning employees to resource groups based on supervisor; Reassigning employees to different supervisors, etc.
COMPUTER SKILLS: Utilize Worktech to maintain password updates; log in hours; and activate new employees, including Microsoft Office (Word, Excel, and Outlook). The AS400 system was previously used to log in job assignments and employee hours. Also, used the client server to update passwords and create new schedules for employees.
Key Accomplishments: Single handedly maintained keying job assignments and hours, into the computer system, for up to 700-900 employees all while managing and responding to helpdesk tickets, and meeting the payroll deadline.
Earned a certificate of completion in Accounting and Bookkeeping March 2016.
Customer Service/Technical Support Specialist 12/2004- 06/2011
Alltel/Verizon (CALL CENTER)
240 Clearfield Avenue
Virginia Beach, VA 23462 United States
CUSTOMER SERVICE: Analyzed customers’ bills and rate plans; Created new customer accounts; Provided information to customers regarding bills and provided assistance to customers activating service; Researched customer accounts or lost payments or lost equipment; Filled out forms for customers with lost payment that were made; Reviewed information on customers’ accounts to determine action needed; Documented any action taken with every customer that called in, for example: payments, rate plan changes, phone upgrades, text messaging feature changes, etc.
TECHNICAL SUPPORT: Performed troubleshooting for cell phone issues for customers and offered technical advice on the next step to take; Managed customers issues by following processes of logging problems with cell towers in a customers’ home area; Checked for any tower outages from our software; Contacted field agents by submitting trouble tickets for customers with tower issues, and sent out new equipment if needed; Submitted warranty claims for customers with defective equipment; Provided expert analysis and advice to management on systems; Researched and analyzed problems, issues, or requirements.
COMPUTER SKILLS: Utilized several operating systems including CELLWARE, FUSION, and Smart Pay to research customer accounts and to set up new accounts.
Key Accomplishments: Earned the title Customer Service and Technical Support Specialist;
Achieved 100% monitors for quality; Earned an award in recognition for outstanding performance and achievement in the 100% Quality Club 2008.
DATA ENTRY CLERK 10/2002-12/2004
Apple One, Man Power, Snelling Temp Agencies
AVIS
300 Centre Point Drive
Virginia Beach, VA 23462 United States
DATA ENTRY: Entered customers’ information into the computer system; Delivered mail to the mailroom; Filed car titles; Assisted with different projects within the department; Traveled to the Department of Motor Vehicles to get car titles processed; Entered title numbers and vehicle identification numbers into the computer system.
COMPUTER SKILLS: Microsoft Office
ENROLLMENT ADVISOR 08/2001-09/2002
Onstar (CALL CENTER)
1403 John R. Road
Troy, MI 48083 United States
CUSTOMER SERVICE: Entered customers’ information into the computer system; Enrolled and activated the Onstar system in vehicles; Utilized navigational software and internet information to fully service customers’ requests; Activated cellular systems in vehicles; Communicated with technicians about equipment issues; Researched problem accounts and documented any actions taken; Worked on special projects for my supervisor and manager.
EDUCATION:
University of Detroit Mercy Detroit, MI
Bachelor’s Degree 12/2000
Major: English
Trendimi Virginia
Accounting and Bookkeeping
Certificate of Completion: 03/2016
PROFESSIONAL REFERENCES
Roslyn Collins
ac2fet@r.postjobfree.com
Suzanne Carpenter
ac2fet@r.postjobfree.com
Kay Crider
ac2fet@r.postjobfree.com
PERSONAL REFERENCES
Nicole Miller
ac2fet@r.postjobfree.com
Contact this candidate