Customer Service Employee Relations

Experienced Information Technology professional with experience in leading and managing a team of IT Developers, Analysts and Programmers. I am committed to quality and service excellence with an aptitude for launching innovative technology operations; including client and vendor relationships, policies and procedures. I am currently exploring fresh opportunities with a company that’s searching for a Supervisor and Leader with the ability to discern needs, resolve problems and strengthen client relationships

SUPPORT ANALYST/ TEAM LEAD

Frontier Communications // Irving, TX // 2015 – Present

• Promoted to Team Lead and given the responsibility of supervising and leading a team of 9 Support Analysts and Programmers.

• Created a comprehensive work request entry and tracking system that reduced work effort by more than 33%.

• Initiate weekly team meetings and trainings to review new processes and address any issues.

• Assist the HR Department in the hiring and interview process for potential new IT Support Analysts.

• Reduced batch processing time and screen response time by 90% through researching, justifying and implementing an upgrade of AS/400 computer system.

• Assisted in the creation of policies and procedures to reduce downtime and faster turnaround time to increase overall productivity.

• Communicate updates and service times throughout the company.

• Install network software; including security and firewall software. TECHNICAL RECRUITING COORDINATOR

Frontier Communications // Irving, TX // 2015 – Present

• Partner with internal hiring managers to drive staffing solutions to meet the needs of the company.

• Place high-end technical professionals in contract and full-time positions.

• Mentor and provide on-going training and support for 20+ agents on a weekly basis, which has led to a decrease in average handling call time by more than 2 minutes.

• Consult with Hiring Managers to define sought after competences and managed requisitions.

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Company Name // Location // 2012 – Present

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• Lorem Ipsum is simply dummy text of the printing and typesetting industry ASSOCIATES // BUSINESS

ADMINISTRATION

Eastfield College

2009-2012

DIPLOMA // TEXAS SCHOLAR

Dr. John D. Horn High School

2008-2010

Mesquite, Texas

TECHNICAL //

TCP/IP

ICMP

Firewall

SQL

Linux Operating System

JavaScript

HTML

SME

Palo Alto and Panorama

214- 608- 5 3 4 7

**********@*****.***

PROFESSIONAL //

Conflict Resolution

Supervising

Account Management

Client Needs Assessment

Programming

Network Management

Server Maintenance and Security

Business Management

Customer Service Focused

Quality Assurance

Team Building

HR/Employee Relations

System Analysis

Software Testing and Training

Relationship Building

Reports and Correspondence

Troubleshooting

HUMAN RESOURCE SPECIALIST

United States Army // Dallas, TX // 2011 – 2015

• Interacted with all clients and visitors in a friendly manner, ensuring that they received outstanding first impressions of the recruiting center.

• Consistently recognized for outstanding performance while enhancing the day-to-day efficient operation of the HR office.

• Planned and coordinated numerous marketing events, resulting in significant increases in new recruits and consistent event success.

• Delivered excellent customer service to more than 150+ personnel with new employee orientations, benefits, payroll, retirements and promotions.

• Rallied a team of 4 staff members to reach established goals, which improved the timeliness and effective processing of personnel actions with a 95% success rate.

• Maintained and monitored over 200+ employee records related to events such as terminations, leaves and transfers.

CONSTRUCTION LOAN SPECIALIST

Bank of America // Plano, TX // 2013 – 2014

• Ordered credit reports, appraisals and preliminary title reports.

• Analyzed applicant’s financial status, credit and property evaluation to determine possibility of granting a loan.

• Effectively managed pipeline of more than 200 new client relationships in one calendar year.

• Acted as a resource for newer Loan Specialists, who were unsure how to handle certain loan situations.

• Coordinated with Loan Sales Associates to help create a better synergy between clients and the loan closing process.

WRITE YOUR JOB TITLE HERE

Company Name // Location // 2012 – Present

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen boo

• Lorem Ipsum is simply dummy text of the printing and typesetting industry

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• Lorem Ipsum is simply dummy text of the printing and typesetting industry, lo WRITE YOUR JOB TITLE HERE

Company Name // Location // 2012 – Present

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an

• Lorem Ipsum is simply dummy text of the printing and typesetting industry

• Lorem Ipsum is simply dummy text of the printing and typesetting industry

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