Customer Service Technical Support

HEATHER BALES

**** ******* **, ***. *, Denver, CO 80206 C: 720-***-**** ***.*.*****@*****.***

Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals.

Skilled multi-tasker

Fast learner

Continuing education in Human Services - Masters

in Counseling

Customer service expert

Analytical and critical thinker

Skilled at mediation

Knowledgeable in Mac systems

Recipient of Fran Drummond Scholarship

Excellent Communicator

Highly Dependable, Enthusiastic, and Ambitious

Honest, Open Minded, and Understanding

Compassionate, Critical Thinker/Problem Solver,

and Adaptable

Sales Coordinator, 01/2015 to 12/2017

Master's Transportation of Colorado – Denver, CO

Created and managed Sales Accounts with the assigned sales person. Completed all sales paperwork including the final title that went to the customer. Worked closely with all maintenance customers to make sure they were happy with their service. Setup maintenance appointments and accepted payment for any work done in the shop. Managed the sales office to make sure we had all supplies necessary, much like an office manager. Human Resources Assistant, 06/2011 to 04/2013

24-7 Intouch – Aurora, CO

Developed company personnel policies, standard operating procedures and employee handbooks. Developed and facilitated all new-hire orientations. Audited workplace, employee and management policies and procedures. Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans. Implemented the company's first sourcing tracking system. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Built a comprehensive employee recruiting strategy. Conducted employment verifications and investigations. Developed and enforced company policy and procedures relating to all phases of human resources activity. Facilitated the criminal background check process for new hires. Managed all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits.

Human Resources Assistant, 12/2009 to 05/2011

Big Tex Trailer Manufacturing, Inc. – Madill, OK

Developed and facilitated all new-hire orientations. Established and monitored employee pay scales.

Audited workplace, employee and management policies and procedures. Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans. Conducted employment verifications and investigations. Built a comprehensive employee recruiting strategy. Conducted job analysis and job evaluations, resulting in quality job specifications. Developed innovative new-employee orientation programs, including safety training. Shadowed employees to determine an accurate description of the duties and skills required for each position.

Developed and enforced company policy and procedures relating to all phases of human resources activity. Managed all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits.

Technical Support Specialist, 11/2008 to 11/2009

Michelin North America, Inc. – Ardmore, OK

Provided base level IT support to non-technical personnel within the business. Evaluated and responded to incoming sales leads and requests for technical support assistance. Resolved problems with malfunctioning products.

Researched, troubleshot and resolved complex problems independently. Appropriately documented all transactions and pertinent interactions. Reviewed technical documentation and procedures.

Created documentation that empowered and enabled user community. Enthusiastically participated in job related training. Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Installed software, modified and repaired hardware and resolved technical issues. Information Systems Business Analyst, 11/2007 to 11/2008 Accenture – Irving, TX

Implemented and administered advanced Microsoft technologies. Made recommendations and developed technical design for new application features. Collected data around every transaction and turned it into tools that helped users. Trained users in the proper use of hardware or software. Participated in special projects, external audits, evaluations and process improvements. Provided after-hours support for applications and project efforts when needed. Applied performance tuning techniques.

Collaborated with other offices and territories to plan and implement new technology. Identified and corrected performance issues.

Entered commands and observed system function to verify correct operations and detect errors. Ensured proper installation of cables, operating systems and software. Maintained records of daily data communication transactions, problems and remedial actions taken. Followed internal procedures for change management, incident management and escalation. Prepared detailed technical design specifications for programs. Application Support Analyst, 07/2005 to 11/2007

Pioneer Natural Resources – Irving, TX

Worked closely with other departmental peers to develop high availability solutions for mission-critical applications.

Collaborated with team members to create applications system analysis based upon Pioneer's requirements. Served as point-of-contact for project management staff. Performed all testing and troubleshooting methods and documented resolutions in the system. Devised tracking software with modules for inventory monitoring, customer relationship management, staff administration and the generation of reports.

Wrote test cases so that the application could be tested in a legitimate environment. Worked closely with other employees to efficiently resolve issues. Technical Support Analyst, 02/2004 to 07/2005

Pioneer Natural Resources – Irving, TX

Provided base level IT support to non-technical personnel within the business. Evaluated and responded to incoming sales leads and requests for technical support assistance. Resolved problems with malfunctioning products.

Activated accounts for employees interested in new services. Researched, troubleshot and resolved complex problems independently. Appropriately documented all transactions and pertinent interactions. Reviewed technical documentation and procedures.

Managed employee's expectations and experience to a high degree of customer satisfaction. Created documentation that empowered and enabled user community. Enthusiastically participated in job related training. Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Installed software, modified and repaired hardware and resolved technical issues. Developed and tested new product offerings.

Maintained and updated customer service database.

Used ticketing systems to manage and process actions taken. Provided on-call support for critical issues.

Demonstrated professionalism and courtesy with customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Followed up with clients to ensure optimal customer satisfaction. Conducted research to address customer concerns.

Remained up-to-date on the latest technologies and solutions applicable to company products. Answered telephone calls promptly and minimized delays that could lead to abandoned calls. Compiled and accurately entered electronic data.

Defined and documented technical best practices.

Described solutions to customers accurately and persuasively. Set up PC and Apple desktops and laptops and all types of mobile devices. Assessed client's profiles and aligned them with the best possible products and services to meet their needs. Managed call flow and responded to technical support needs of customers. Resolved customer issues in a clear, courteous and straightforward manner. Created cases and claims for damaged, lost or displaced packages. Bachelor of Science: Computer Science, 2004

Southeastern Oklahoma State University - Durant, OK EDUCATION

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