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Customer Service Support

Lansing, Michigan, United States
November 30, 2018

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Work Experience

Cognizant Inc Farmington Hills,MI

Quality Analyst Feb 2018- current

Review and score cases for service associates. One on one discussions to help associates identify errors and provide guidance aimed at improving case handling.

Subject Matter Expert Oct 2017- Feb 2018

Provide support to level one specialists.Investigate issues, Process data merges, data transfer, authorize and provide escalation pathways. Coach and ensure proper workflow procedures are adhered to. Genpact Inc Farmington Hills,MI

Associate, SME,QA, Team Leader Jul 2012 - Sep 2017 GMB Whitelisting Team Lead Subject Matter Expert for GMB Senior Member Escalations Google My Business Support Google Adwords Support Google Adwords Express Support Google Analytics Support Google Merchant Center Support Paintworld Inc May 1998- Dec 2011


Owner of retail/ wholesale paint and decorating center. Education

ITT Tech, Indianapolis, IN Computer Forensics AAS, Dec 2011 Computer Forensics is a combination of two curriculums-; computer science ans criminal justice.Preservation and investigation of computer usage and data, retrieval of deleted and hidden files. Documentation of discoveries prepared in accordance with state and federal security requirements. Summary

Many years of experience with management of employees, retail and contractor relations and customer service. As the longest tenured /GMB SME I had honed excellent communication, investigation and feedback skills that has gained high respect from my team members. Through teaching how to better utilize resources and communication skills, I have seen a reduction in senior member escalation requests from 2-3 weekly down to 1-2 per month. During my tenure as Team Leader for GMB whitelisting I assisted with weekly quality analyst duties for my team. By initiating side by side reviews and group coaching I was able to improve our customer satisfaction rate from 68.6% to 87.7%.

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