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Customer Service Help Desk

Chicago, Illinois, United States
August 13, 2018

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Nikkita McGrew

**** *. ********

Chicago, IL ****1

H: 773-***-****

C: 773-***-****


I have over 17 solid years of demonstrated experience in customer service in a variety disciplines from Help Desk Support, Receptionist to Member Service Representative. In her prior experiences she has responded to incoming calls from members about health care plans and updating Doctors and Hospital information as well as to provide information regarding health plan and benefits. I am a team player yet independently productive.


High School GED

John A Logan Carterville, IL Associates - Criminal Justice, May 2001

Professional Skills:

Help Desk Support, Tier 1 Support, Smartphone, Androids, and Blackberry troubleshooting support, Computer Application, Windows XP, Microsoft Word, Word Perfect, Excel, Internet, Professional Writing, Interpersonal Relations, Online Chat, and Webinar.

Professional Experience:

AT&T Metasystem INC.- Arlington Heights,IL. Sept.2017-Current

Technical Engineer

• State of Georgia Goverment Help desk incoming calls and emails regarding computer issues password reset installs and removeal of voice lines.

• Change computer programs and hardware also set appointment for Tech support if needed.

Aetna Better Health US Tech Solutions - Chicago, IL March 2017-June 2017

Member Service Rep.

Incoming calls from members about health care plans and updating Doctors and Hospital information. Provided information regarding health plan and benefits.

Locate doctors and hospital for members and also filed complaints for members issues.

Dope Chicks Hair Salon - Chicago, IL May 2015-Dec.2016


Receive incoming calls regarding appointments and company products. Balance incoming and outgoing funds. Help other styles with day to day operations. Maintain a clean and functional environment for the clients and styles.

Gap –Dec 2014- April 2015 – Had twins during this period

Wheels Inc. Des Plaines IL Aug.2013-Nov.2014

Customer Service Rep (Inbound) (Approx. 50-100 calls a day)

Receive calls from customers regarding travel information on vehicle leased or driven for the company. Maintenance operation for vehicle. And provide tow truck and services the customer may require while driving the vehicle.

Altastaff Staffing Agency - Chicago, IL Nov. 2012- March 2013

Enrollment Specialist (Inbound) (Approx. 150-200 calls a day)

Receive calls from patients to enroll in new Medicare programs, Help locate doctors and Hospital for patients. Answered general question regarding Medicare programs, coverage and policies.

Randstad Temporary Agency Schaumburg IL July 2012-Sept. 2012

Student Advisor Career Education Corp. (Inbound and Outbound) (Approx.200 calls a day)

Calls prospective students to give and receive information regarding Schools and programs via Phone and online Chat, prepared paperwork for Financial Aid, use reference material to match students with correct school

Paige Personnel Temporary Agency - North Riverside, IL Oct 2011-Dec 2011

Customer Service Edward Don & Co. (Inbound Call Center) (Approx. 60-80 calls a day)

Received calls regarding orders, online chat with vendors to process orders, update account activity with customer and vendors. Process payments via phone and online. Updated warehouse system with new products and material, verified shipments with vendors.

Comcast Woodridge IL March 2009- March 2010

Help Desk Tier 1 Support (Inbound and Outbound Call Center) (Approx.200-250 calls a day)

Technical repair and troubleshooting support to all home equipment via online chat and via phone Remedy system to set appointments for techs. Receive customer payment via phone and Remedy ticketing system to set up tech support home visits, Account reviews, up selling products and feature

Redbox Downers - Grove, IL Dec 2008- March 2009

Customer Service (Inbound call center) (Approx.80-100 calls a day)

Assist and answer customer question, comments and complaints via phone, e-mail, online chat and voicemail also manual refunds, billing issues and minor collection on overdue accounts. Ticketing System for refund and billing issues.

U.S. Cellular- Bolingbrook, Il Feb 2008- Oct 08

Help Desk Tier 1 Support (Inbound Call Center) (Temporary) (Approx.150-200 calls a day)

Online tech support and troubleshooting via chat. Remedy Ticketing System for phone, billing and refund issues. Help assist customer via phone to repair Blackberry and smartphone programming issues. Inbound call center, Collections, Assist customer with account activity, Payments, account changes and orders. Up selling products and features

UPS Franklin - Park, IL Nov 2007- Jan 08

Customer Service (customer Counter) (Temporary)

I assist customer in picking up and dropping off packages. Handle customer calls about package location and also track packages. And general assistance to customer who come in and need assistance in either dropping of or sending packages

JP Morgan Chase Elgin IL Feb 2006-June07

Fraud Analysis (Call Center) (Inbound and Outbound) (Approx. 80-100 calls a day)

Inbound call center assist customer with fraud activity on their acct. Places outbound call to investigate claims.

Wrote and submitted report on behalf of the customer claims.

Background checks on customers to verify identity and a working relationship with all three credit systems. Web seminars with company about updated info about company polices and procedures.

Cingular Wireless Schaumburg, IL Aug 2003- Dec 2005

Help Desk Customer Service Supervisor (Call Center) (Inbound and Outbound) Approx.100-150 calls a day)

Tier 1 support via phone repair and troubleshooting all Androids and Smartphones. Ticketing system if needed to escalate issue for further support Collections inbound and outbound, Post payments to accounts, promote sales of equipment, Handle Customer complaints and problems.

Carmax - Naperville, IL Aug 2001-Dec 2002

Business Office Administrator

Prepared paperwork to purchase and sell cars, receive and post car payments and balance incoming and outgoing funds.

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