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Consumer Tecnical Support

Omaha, Nebraska, United States
June 13, 2018

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**** * ***** *** *** ***, Omaha, NE ***** H: 402-***-****


Highly personable, I.T. and customer service professional with 10 years of experience of call-center customer

service and sales. Experienced in rapport building and resolving supervisor escalations. Given a short period of

time to absorb the material I can train others to succeed in in their role. Experience in creating support materials

from scratch to assist in training . Proficient with Microsoft Office, Excel, Outlook and most other computer

applications. Received American Express's " Power of one" Award for Exceptional Customer Service.Great

with kids of all ages

Over a Decade of experience in judgeing speech Proficient with Microsoft Office, Excel, Outlook

and debate systems as well as most other current computer

Over 5 years experience resolving escalated applications

customer service calls Proficient with most Networking communication

3 years experience with customer IT support protocols

5 Years experience as a Trainer


Consumer Technical Support, 08/2015 to Current

Centurylink – Omaha, NE

Provided base level IT support to customers across all platforms on the market today including Windows,

Android, Apple and Lynx operating systems

Provide back end network troubleshooting to resolve programing issues.

Mentored junior employees and new hires on call handling and troubleshooting to better improve the AHT, FCR and survey scores of the team.

Developed customer step by step guides that can be sent out via email for a variety of common and

complex issues such as programing modems, configure Outlook mail, wireless speeds, Xbox port

forwarding ect .

As a result of the mentoring and guides the team saw a 50 % increase in our net promoter survey scores.

Assistant LD Debate Coach, 11/2017 to Current

Westside High School – Omaha, NE

* In charge of the development of the Lincoln Douglas section of the competitive debaters and program.

*Developed guides for students new to the event on case structure, resolutional analisis, research methods,

argument block construction and fraimwork development.

* Worked with every individual student developing their own cases for each topic of the season.

* Provide coaching on speech delivery and in round argumentation.

*Judge debate rounds during state and national competitions throughout the season.

* Helped the head coach Jeff Roberts plan and run the Westside Warrior Debate Invitiational Tournament.

Coportate Guest Relations, 06/2013 to 11/2014

West Corporation – Omaha, NE

* Worked on the ToysRUs Corporate Guest Relations account. My Duties include taking supervisor calls from

Tier 1, working submitted cases such as where is my order, fixing other problems with processing orders, and

communicating with the warehouse or our partners to resolve a wide variety of guest issues.

* In October I was promoted to be a seasonal trainer to train new incoming classes for the ToysRUS Corporate

Guest Relations program .

* After the holiday season was over I was moved over to the ToysRUS CA account to help and retrain agents.

* Reason for Leaving -Hospitalization that lasted 3 months

Debate Judge, 08/2007 to Current

Papillion-La Vista Senior High School – Papillion, NE

Debate and speech judge Judging Debate rounds, providing constructive criticism for debater on case

construction, argumentation and speaking .

Phone Agent, 11/2011 to 11/2012

Professional Research Consultants – Omaha, NE

Worked on outbound telephone surveys, duties included convincing individuals to take surveys that ranged

anywhere from 5 to 30 min and accurately recording their response.

07/2008 to 05/2011

Convergys – Omaha, Nebraska

Fl 100, 2121 N 117th Ave, Omaha, NE 68164-3785 402-***-**** Customer Care Professional Working on

the American Express customer care account and also on the Direct Response project.

Duties include taking information for credit card applications, up selling, resolving customer service

disputes and managing escalated calls on a daily basis.

Was given the "Power of One" Award from American Express for providing Above and Beyond Excellent

Customer service Reason for leaving : The call center lost the contract on the account I was working on

Papillion La Vista High school / National Forensics league - Papillion La Vista, Nebraska.

Phone Agent, 06/2007 to 07/2008

MSR Group – Omaha, NE

Worked on outbound telephone surveys, duties included convincing individuals to take surveys that ranged

anywhere from 5 to 60 min and accurately recording their responses Was in the top 25% of the call center

for completing surveys.

Reason for leaving: Conflict with school schedule.

Outbound Sales, 06/2006 to 01/2007

Omaha Steaks- Omaha Nebraska – Omaha, NE

Outbound telesales, job duties included building rapport for the brand and sales.

Reason for leaving: Internship with La Vista Jr. high.

Student Teacher intern, 08/2006 to 07/2007

La vista Jr. High

Responsibilities included creating seating arrangements, grading papers, working with students in both

groups and individually, creating lesson plans and talking with concerned parents.

Reason for leavening: Internship ended.


References - Phone Number- Relationship

Jeff Roberts - 402-***-**** - Head Debate coach for Westside High School

Millie Cole - 402-***-**** - Supervisor on American Express IBCS Program

Jody Seeger- 402-***-****- Supervisor in Teaching Internship


Secondary School Education : Science

University of Nebraska at Omaha - Omaha, NE

Completed 3 years of program before choosing to pursue another profession


Papillion La Vista High School

GPA: 3.5, Currently attending UNO in pursuit of a degree in High School Science Education. GPA: 3.0

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