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Customer Service Help Desk

Austell, Georgia, United States
February 19, 2018

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**** **** ****** *** #****. Austell, GA. 30106

Phone: 404-***-****


OBJECTIVE/SUMMARY: Pursue a career with a growing, dynamic organization that fully utilizes my skills, experience, strong work ethic, and positive attitude. Definite abilities in leadership, training and development, planning and organizational development, decision making, and team building. Subject matter expert with all Microsoft Office products.


Art Institute of Pittsburgh, PA Pittsburgh, PA

Major: Fashion Marketing and Management

Anticipated Graduation: May 2019


Home Depot Corporate

Delivery Execution Coordinator/ Customer Service Representative


2017- October 2017

Atlanta, GA

40 hours/week

The Delivery Execution Coordinator provides critical store support for our delivered customers

The Delivery Execution Coordinator receives inbound communications from our stores, customers, internal partners primarily via telephone and email

Make outbound calls to stores to ensure compliance and excellent customer service within Direct to Customer programs

Make outbound calls to customers based on VOC scores received

Provide excellent customer service via active listening, professional communication and identifying root cause of the issues

Process/Resolve issues in a timely and efficient manner

Identify issues he/she cannot resolve timely and escalate to a manager

Take ownership of the issue and provide end-to-end resolution

Provide follow up communication to the store, customer or internal partner on resolution of the issue

Log issues into an Access Data base for tracking/reporting purposes

Complete other tasks as requested my management

No travel required


Epic Service Help Desk/ System Analyst Associate

December 2014- May 2017

Atlanta, GA

40 hours/week

Receive inquiries in a professional manner

Follow general accepted customer service guidelines

Follow documented procedures on call handling including ticket documentation

Triage end user issue and determine quickly if the issue can be resolved at Tier-1 or need escalation to Tier-2

Use Client provided knowledge base when resolving issues

Attend professional development training as appropriate

Solid understanding of help desk policies and procedures

Ability to work well as part of a team

Solid understanding of multiple issue management system capabilities in use by the help desk

Highly competent in soft skills such as team building, relationship management, time management, phone etiquette, and general help desk concepts.

Solid problem solving and communication skills

Possesses relevant Epic application knowledge

Possesses relevant Epic My Chart application knowledge or the ability to quickly learn through classroom training

Prior experience within a similar role within a healthcare setting

Solid understanding of hospital and physician clinic workflows

Possesses the necessary technology skills to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop problem troubleshooting, etc.

Studio Oliver Salon

Assistant Manager

January 2015-January 2017

Atlanta, GA

25 hours/week

Was held responsible for the management of all salon personnel including (but not limited to) recruitment, training, product knowledge and skills development, loss prevention knowledge, performance management, safety, recognition and legal compliance.

Handled the salon financial metrics including service revenue, guest count, guest retention, rebooking, skin treatments, pro hair retail revenue, retention/turnover and contribution goals.

Analyzed on a weekly/monthly basis the salon sales, expenses and trends, utilizing programs, with the owner to determine ongoing standards for weekly revenue goals, staff productivity goals and customer retention goals.

Was held responsible for taking business goals and developing a quarterly plan of action, with clear steps and measurements and consistently execute to deliver expected results. Held responsible for the skill development needed for each salon professional and determining the right resource.

Placed and checked in supply orders in a timely fashion and within budget. Conducted verbal and technical interviews, talent selection. Ensured all internal/external technical product training classes are attended.

Peach State Health, Smyrna

Administrative Assistant

June 2010-December 2014

Atlanta, GA

40 hours/week

Provided administrative support to ensure the operations were maintained in an efficient and accurate manner. Maintained calendars, established priorities, scheduled and rescheduled meetings and appointments. Coordinated meeting arrangements and scheduled meetings and/or conferences.

Managed travel arrangements for Executive Managers on a routine basis. Scheduled airline arrangements, ground transportation, including rental car when necessary, arranges escorts, coordinates itineraries, and lodging.

Greeted high-ranking visitors from multiple corporations, received telephone calls from executive leadership, both internal and external. Handled visitors and callers with the highest degree of protocol and professionalism. Frequently resolved complains/problems by interpreting, adapting, and applying guidelines and policies to specific issues.

Communicated and interpreted administrative and operational policies and procedures, assisted in the preparation and coordination of records and high level documents and assisted with statistical data and reports regarding operations.

Massage Envy

Junior Clinic Administrator

February 2008-June 2010

Atlanta, GA

40 hours/week

Strategically planned and implemented a new sales tactic, which increased sales by 7 percent. Provided excellent customer service to members/guests, by answering all telephone and face to face inquiries, setting appointments, greeting members/guests with a positive attitude upon arrival and selling memberships.

Maintained the professional look of the front desk and reception area that exceeded the company’s brand. Provided administrative tasks such as filing, patient chart maintenance and data entry of clients’ records and surveys. Maintained the cleanliness of therapy rooms, common area and store room.

Oriented new employees by providing training and development, developing the new employee orientation packets, and provided any information to new employees concerning the organization. Reviewed and interpreted company policies for new employees, gathered withholdings and other payroll information and explained and obtained signatures for benefit programs.



Vice President – Little O’Me Foundation, Atlanta, GA. – A nonprofit organization whose purpose is to make an impact in the lives of young girls.


Jacobey M. Ford, RRT, MHA, MA

Department of Health and Human Services

Human Resources Specialist

Baltimore, MD.


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