Ashley Bernett

*** ******** *****

Waldorf, Maryland 20601

571-***-**** (cell)

ac7z79@r.postjobfree.com

BACKGROUND SUMMARY

Professional and dedicated, advocate with strong leadership and relationship-building skills. Enthusiastic, reliable, resourceful individual with a Bachelor of Science in Criminal Justice. A highly motivated, career and passion driven individual who is detailed oriented. Demonstrates leadership and can adept at working under pressure.

EDUCATION

Bachelor of Science in Criminal Justice July 2017

South University – Online; Savannah, GA

Associate of Arts and Science in Computer and Information Science June 2007

ECPI College of Technology; Greensboro, NC

PROFESSIONAL SKILLS

Advanced Customer Service

60 WPM

Self-motivated

Strong verbal communication

Conflict resolution

Team leadership

Detailed in report writing

Microsoft Word, Excel, PowerPoint, and Prezi

Domain Users and Groups

Meets challenges head on

Monitor medical facility activities

Attention to Detail

Data management

Critical Thinking

Documenting/Recording Information

WORK EXPERIENCE

Tier 2 Representative September 2018 – Present

Adecco Staffing and Temporary Agent (Contractor agent at Gilbarco Veeder-Root); Greensboro, NC (full time; 40 hours a week; $29,120.00 a year)

Provide accurate and excellent customer service, especially on calls lasting an hour or more trying to resolve the issue on the first call.

Continued dispatching calls to COSTCO sites for any and all dispenser issues. Any Veeder-Root alarms or leaks underground are transferred to FMS (Fuel Management Services). We only dispatch calls to ASC’s if a site has a valid active dispatchable contract for specific equipment.

Walk site cashiers/managers through Gilbarco Passport system, POS (Point of Sale) to do a variety of things to operate their site effectively. (Ex. Add/Change an employee, how to retrieve/view all forms of reports, set up department/speedkeys that displays on the POS for cashiers, etc).

Service equipment underneath the register by restarting/rebooting EDH (Enhanced Dispenser Hub) which communicates and controls the dispensers and the card readers (pinpads) inside the stores from over the phone.

Experienced in SMS, which populates the sites account when they call in. View the sites equipment, inactive/active Gilbarco contract, as well as going through specific paths to document/notate everything that was done throughout the call for quality and training purposes.

Perform SPOT/RKL activations from certified Gilbarco technicians for CRIND (Card Reader in the Dispenser) outside, by providing their tech ID to verify their credentials.

Produce RAS (Remote Access Support) for sites that need service requiring a dial in to take over their cash registers. (Ex. Check for disk/databases errors due to server alert messages that pops up on their POS systems., shrink bloated files on the C: drive, clear out stuck sales showing on the POS usually from prepaid gas transactions, with a manager on the phone, providing their SMR (Security Manager Report), a dial in into the EDH to check for any errors to see if a technician is needed or not if it is not resolved over the phone with T2, possibly escalated to T3).

Give support for failed software/patch upgrades performed overnight.

Troubleshoot network issues following specific directions from our SOP’s (Standard Operational Procedure) that navigates step – by – step instructions that must be followed by in order and precisely. (Ex. Site resetting their router and/or modem if it is a dial-up site, checking all components to make sure all cords/wires are secured, etc). If a call is needed to a site network, (Ex. Shell HD (Helpdesk), BP HD, ExxonMobil, Hughesnet, etc) then the call is transferred.

Knowledgeable on specific hardware/peripherals attached to particular compatible registers.

Deploy for software/patch upgrades based on the site brand. (Ex. Marathon, Valero, Citgo, etc).

Implement basic troubleshooting for scanners, car wash codes, sites equipped with a Price Sign, cash drawers, customer display, report printers and receipt printers. All hardware equipment.

Tier 1 Representative December 2017 – July 2018

Adecco Staffing and Temporary Agency (Contractor agent at Gilbarco Veeder-Root); Greensboro, NC (full time; 40 hours a week; $24,960.00 a year)

Knowledgeable in dispatching calls to ASC’s for gas stations dealing with dispenser issues, leaks, credit card errors/issues.

Walk technicians through basic troubleshooting steps; send/receive messages, locate the technicians making sure they are in the right setting, making sure the GPS units is reading the main wire to get diagnostic of the engine running, etc.

Assigned to Special Projects as needed, currently on assignment with working as a verification agent for Teletrac-Navman verifying GPS units for trucking companies set for new DOT regulations

Wireless Care Representation October 2013-October 2017

Conduit Global (Indirect Call Center for Verizon Wireless); McLeansville, NC (full time; 40 hours a week; $22,360/year)

Provided accurate and appropriate information in response to customer inquiries.

Address customer service inquiries in a timely and accurate fashion.

Continuously display courtesy and strong interpersonal skills with all customer interactions while maintaining composure and patience in face of difficult customer situations.

Activate new and disconnect service for customers (ex., cell phone service, jetpack/WiFi service, ipad/tablet service, and device changes onto customers’ accounts)

Educated in navigating through SMART and ACSS systems.

Met and excelled beyond goals needed to meet the set amount of calls

Provided excellent customer service while accurate resolution with outstanding survey scores every month.

Warehouse/Packer September 2013 – October 2013

Intertech Corporation (part time; on-call only when needed)

Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or storage yards.

Store items in an orderly and accessible manner in warehouses, tool rooms, supply rooms, or other areas.

Examine and inspect stock items for wear or defects, reporting any damage to supervisors.

Receive and count stock items, and record data manually or using computer.

Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment

Janitorial Services December 2009 – September 2011

Jan-Clean Janitorial Services; Greensboro, NC (part time; 20 hours a week; $7,540/year)

Service, clean, or supply restrooms.

Clean building floors by sweeping, mopping, scrubbing, or vacuuming.

Gather and empty trash.

Follow procedures for the use of chemical cleaners and power equipment to prevent damage to floors and fixtures.

Mix water and detergents or acids in containers to prepare cleaning solutions, according to specifications.

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