** ***** ** ********** ********* customer support/help desk assistance in various environments, ranging from small office to high paced call center, for telecommunications and financial industry employers. Demonstrated achiever with exceptional knowledge of analyzing situations and coming to a satisfactory conclusion, while communicating effectively and tactfully with all levels of personnel.
MARCH 2016 – NOVEMBER 2016
ADMINISTRATIVE ASSISTANT, felix fera plumbing
Performs general clerical duties to include but not limited to: photocopying, faxing, mail distribution and filing. Coordinates and maintains records for staff office space, phones, company credit cards and office keys. Creates and modifies various documents using Microsoft Office.
JANUARY 2016 – MARCH 2016
CUSTOMER SERVICE REPRESENTATIVE, Xerox TMS health
Demonstrates a strong knowledge of company services and all products including product composition and package directions during customer interactions. Understand work systems and accurately enter all information into systems, ensuring data integrity. Identify and escalate priority issues, including medical questions and Adverse Event (AE) reports as needed to appropriate resource. Assess each reported AE for serious or non-serious classification as per FDA regulations. Escalate serious reports appropriately.
JUNE 2015 – JULY 2015 / JULY 2014 – AUGUST 2014
utility dept/ transportation production assistant, i.a.t.s.e 479
Provide departments with daily condiments (i.e., ice, water, etc.) start of day. Perform required tasks to ensure work areas are kept up within safety work area guidelines. Perform all other duties assigned by Utility coordinator and utility lead. Assist new employees with employment packages and required documents for hiring process. Perform general office duties, i.e. answer phones, send and respond to emails, update/print spreadsheets, etc.
MAY 2005 – AUGUST 2011
TECHNICAL SUPPORT REPRESENTATIVE, american express
Provided extraordinary global phone support for all American Express users worldwide, averaging 80-100 calls per day. Log and track support calls in the designated AE systems. Navigator for customers calling in for assistance on how to establish or change passwords, technical expertise in response to error messages and online accounts. Answer customer inquiries, complaints, billing questions and payment extension/service requests.
BACHELOR OF SCIENCE INFORMATION TECHNOLOGY, barry university
3.75 GPA; successfully designed and coded a functional website