Customer Service Technical Support

LAURA WINCHESTER

** ***** ****** *************@*****.***

Cocoa Beach, FL. 32931 www.linkedin.com/in/laura-winchester 321-***-****

CUSTOMER SERVICE BUSINESS PROFESSIONAL

Customer service business professional with strengths in managing multiple project schedules, technical support, curriculum analysis, and personnel. Developed strong verbal and written customer service skills, exercising good judgement in decision making and working well independently or in a team environment.

Technical Support

Customer Service

Scheduling

Training

Curriculum Development

Communication Liaison

PROFESSIONAL EXPERIENCE

LogMeIn, Inc. (formerly Citrix), Cocoa Beach, FL.

Remote Agent 2012 - 2017

Global Customer Support Coordinator

Provide Technical Support for Global Customer Base supporting all product lines and Corporate Accounts, while providing superior customer experiences. Role required effective communication and computer skills, including the ability to locate technical knowledge base articles and report issues.

Serve as Call Center Representative for GoToMyPC, GoToMeeting Suite, and GoToAssist; as well as Corporate Accounts.

Assist Manager with escalation callbacks and cases, handling all customers with professionalism and empathy, resulting in a Year to date TNPS score of 86.36%.

Demonstrate working knowledge of Citrix SaaS products and related technologies.

Display willingness to go above and beyond for the customers, ensuring SLA is met.

Request to work Special Assignment for Workforce Management pulling reports, monitoring call center metrics and reporting outages.

United Space Alliance, Kennedy Space Center, FL. 2005 - 2011

Program Schedule Planner

Recruited to be the primary program planner and scheduler for NASA USA master training schedules. Complex role entailed gathering, consolidating, documenting and conducting analysis of training requirements to meet contract deliverables, problem solving, and interfacing directly with customers.

Planned, scheduled and coordinated training classes per pre-set deadlines on time.

Communicated and ensured appropriate approvals of training curriculum releases with customers and NASA senior management.

Forecasted and developed statistical reports on course projections, required certifications, and ad-hoc analysis.

Maintained and monitored all NASA standard area access and security training clearance permits.

Taught Emergency Life Sustaining Apparatus classes, enabling seamless program execution in the absence of regular program leaders.

Managed and coordinated 18 training instructor’s schedules and logistics for training including scheduling and materials.

Laura Winchester *************@*****.*** page 2

Spherion - Documentation Coordinator for United Space Alliance, KSC, FL. 2004 - 2005

Selected to manage and coordinate NASA training curriculum database and library comprised of approximately 900 courses. Span of control included administering curriculum audits with engineering, maintaining audit tracking in Microsoft excel, and communicating technical bulletins to management and instructors.

Consistently secured timely curriculum development approvals prior to commencement.

Developed training courseware to NASA operating standards with subject matter experts; including course outline, curriculum, instructor guides, student materials, tests and evaluations.

Created and tracked courseware audits, ensuring compliance dates were met.

Maintained all security clearances required for area access permits.

Spherion - HR Employment Specialist for Citrix Systems, Fort Lauderdale, FL. 2003 - 2004

Selected as the communication liaison between employment applicants, recruiters and hiring managers. Role required strong verbal and written communication skills utilizing telephone and online inter-net database tools.

Served as critical liaison between applicants and hiring managers; provided resumes, profiles, updates and

candidate tracking.

Administered applicant pre-tests and coordinated heavy volumes of emails and phone calls.

Scheduled phone and on- site interviews, travel, hotel, and post interview calls.

Processed new hire offer letters, benefits paperwork and relocation assistance.

ADDITIONAL RELEVANT EXPERIENCE

Senior Customer Service Representative

FedEx Call Center, Fort Lauderdale, FL.

Front Desk Reception and Reservations Associate

Little Palm Island Resort, Little Torch Key, FL.

Customer Service Representative

Odimo Inc., Sunrise, FL.

PROFESSIONAL/TECHNICAL DEVELOPMENT

Microsoft Certifications – Outlook, Outlook 365, Excel, Project, One Drive & Lync

Microsoft Operating Systems – Windows 7, 8 & 10

Apple OXS Systems – 10.6.5 through 10.12.6

Citrix Applications - Share File, Share Connect, SalesForce, Splunk, Google Drive, Convergence,

Slack, Receiver, Interaction Client and travel applications

Oracle – Enterprise Learning Management Certified 9.0, Technical Training Scheduling Systems

Oracle – People Soft Human Resources Portfolio, Documentum 4i Desktop Client Functionality

Government Data Storage Systems – CTRS, ALMS, MAXIMO, PM50, MAPPER, ALMS, TTMS, NPROD, SATURN,

along with government vehicle, and property databases

FedEx – Tracking and logistical software programs all dos based

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