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Customer Service Technical Support

Newark, New Jersey, United States
16.00 per hour
November 28, 2017

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**** Lincoln Park Newark NJ ****2

(862) ***-**** / (908) ***-**** • DAWKINS_WAYNE @YAHOO.COM


A technical support professional offering 10+ years of experience within a customer service / end user support environment. Skilled in high volume work flow with creative problem resolution capabilities. Strengths in troubleshooting, telephone etiquette, interdepartmental coordination and time management. Proficient in MS Office word, excel, lynx, and outlook as well as Zendesk and Sales force applications. Consistently promoted to positions of greater responsibility while maintaining a positive company image during difficult situations. Able to work with individuals from diversified cultures and backgrounds.


Houghton Mifflin Harcourt: via (Sigma Systems) 8/2017 – 10/2017

Digital Resolutions Specialist

Worked with database marketing tools such as sales force and SAP to identify large lists of web subscribers, in managing their license certificates for renewal or expiration. Managing hosting servers and providing support for our customer service field agents and sales department. Resolving inquiries regarding service price, up and down grades in service as well as Ad Hoc requests.


Netline (via Apple One Staffing) 6/2016-2/2017

Customer Service Representative

As a Representative I made outbound calls to business contacts who had requested product info from Netline's clients who include IBM, Staples, Adobe, MasterCard, HP and Microsoft just to name a few. These were "warm" calls, following up with contacts who have requested product information. I would verify contact info provided and forward an email containing requested information.


Hello Fresh (via Insperity Staffing) 2/2015-4/2016

Customer Service Representative

Handled inbound and outbound phone calls and emails directly from customers regarding all inquiries as well as providing technical support for their online accounts.

Using multiple applications to troubleshoot online issues as well as taking secure payments via pay pal and all major credit and debit card providers.

Assistant deputy team lead to a team of 15 people, providing our customer base with a short tutorial of how their online account functions along with policy and procedures.

The use of a complex Zendesk application along with tracking software from UPS, FedEx and 3 other major couriers’ throughout the United States.

Averaged 11.3 calls/hour, exceeding required 7.5 calls/hour

Xerox Ezpass Transportation Center (via Superior Consultants) 11/2014–2/2015

Customer Service Representative

Assisted callers with account updates, payments, violation information, travel history research, transponder and account activation as well as online account access assistance

Documented each transaction in Vector active directory system of EZ pass while maintaining New Hampshire DOT and DMV standards regarding suspensions, registration holds and administrative fees related to violations.

Horizon Blue Cross Blue Shield (via Integrated Resources) 7/2012-01/2014, 4/2014-09/2014

Tier 1 Help desk Analyst/E-Service Help desk (2 consecutive contracts)

Received end-user inquiries via phone and email In reference to access, navigation, and functionality issues with the e-business portal site.

Used multiple databases and other reference material to completely verify the members or brokers completely.

Initiated an investigation process based on the nature of the inquiry (claims, member information, password resets, data mismatches, benefits, enrollment, and appeals. etc.)

Utilized all available resources to quickly and efficiently resolve or redirect the inquiries following the departmental guidelines, then accurately documenting the problem and resolution while delivering an excellent customer service experience to the caller meeting all quality and production standards.


CRS / Job Coach / Senior Router 06/2009 – 01/2012

Retrieved information from clients in reference to receiving transportation to medical installations and appointments, determined their level of service for that transportation, and routed it with the proper medical transportation provider.

Taught new hires how to navigate the LCAD software used by Logisticare

Radiant Systems 5/08 – 11/08

Securities Administrator: Merck Corporation (contract position)

Handled global securities for all Merck employees wishing to gain access to products produced by Merck/Schering Plough through APRIMO marketing software.

Day-to-day support to various departments with assistance in navigating and understanding the marketing software and also allowing specific access to certain areas and functions.

Gleason Personnel 03/08 - 04/08

Customer Service

Retrieved incoming calls from homeowners interested in refinancing their home mortgages.

Entered all specific information into encompass AS400 software, pulled credit reports and imported liabilities in order to produce FICA scores potential lower interest rates.

Forwarded all qualified homeowners information to loan officers for further contact and disclosers.

CNS Systems 11/07 - 01/08

Customer Service, Consumer Loans (Contract Position)

Forwarded all qualified homeowners information to loan officers for further contact and discloses.

Generated and filed credit report profiles for applicants in the consumer loans department

Electronically stored, filed and indexed past loan and mortgage accounts for various firms and the bank for future reference.

Cablevision (via Personnel Touch) 10/06 - 08/07

Customer Service

Handled all facets of account maintenance, upgrading, downgrading, and applying credits and changes of service as needed.

Explained multiple package types that are provided through the company that were available to our customers.

Scheduled appointments, provided technical support, and payment processing options by check, debit or credit card.


A graduate of the Arthur McNeil Institute of Technology (Rahway, NJ)

Experienced with Microsoft Windows, Word, Excel, Lotus Notes, Lync & other applications.

Proprietary software for data entry, retrieval, and maintenance and technical support


Cittone / Lincoln Tech. Edison, NJ: Electronic Computer Technology

Arthur McNeil Institute Of Technology. Rahway, NJ: MCP Training / Network Operations / Technical Desktop Support

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