Customer Service Sales
Resume:
D. Lee ewell
**** ****** **, ******* *******, md 20743
*********@*****.***
Help Desk and Customer Service Support Analyst
Qualification Summary
Highly skilled and results-oriented professional with over 10 years of
hands-on combined experience in providing sales, product, technical and
online support, troubleshooting and administration for both private and
public sector industries.
Core Competencies
Project Documentation and Monitoring Customer Service Support
Structured Data Management Administrative Services Support
Tier -1 Technical Operational Support Training and Development
Professional Experience
COGNOSANTE
09/2013-Present Centers for Medicare and
Medicaid Services (CMS)
Help Desk Representative (Tier II)
Provides customer service on multiple health insurance exchange
applications and systems in the production, implementation, deployment and
maintenance phases. This includes researching and resolving issues and
inquiries whenever possible, escalating issues when necessary, and
following up on any escalated issues. Works extensively with information
systems, systems testing procedures and system issues management,
networking and connectivity processes (including firewalls and VPN
systems), systems deployment processes, and interface files. Detailed tasks
include:
. Respond to issues escalated from Tier I CSRs.
. Research and resolve inquiries in a professional, timely, and accurate
manner.
. Escalate Tier III inquiries and issues, based on document processes,
policies, and procedures, to the appropriate help desk.
. Document all inquiry activities in the appropriate reporting system
(Remedy).
. Provide responses to inquiries in writing.
. Follow up on all Tier III escalated inquiries.
. Complete feedback loop with appropriate Tier I CSRs.
CNI PROFESSIONAL SERVICES 09/2012-06/2013
Dept. of Health and Human Services - Federal and Drug Administration (FDA)
Help Desk Support Analyst
Provided a full range of Tier-1 service desk support to the generic drug
facilities and sites required to abide by new regulations as established by
the Generic Drug User Fee Act. As a Tier-1 help desk analyst, responsible
for integrated service desk support, specifically, technical and
administrative services such as receiving and responding to phone and email
inquiries/tickets, monitoring facility submissions, documenting and
triaging problems and debriefing FDA Subject Matter Experts. Detailed tasks
included:
. Reading, replying and resolving 25-50 tickets/requests daily from generic
drug facilities.
. Monitoring and categorizing tickets/requests by incident and document for
use in FAQ repository.
. Providing HL-7 and XML technical support.
. Monitoring and sorting facility submissions through FDA Electronic
Submissions Gateway to investigate and resolve errors.
. Providing weekly and ad-hoc transactional statistical reports to detail
request trends, number of inquires, escalation points and resolution.
. Supporting project management through facilitation of meetings with key
business areas and stakeholders.
. Updating project documentation - FAQs, processes and problem resolution.
. Writes technical and project management standard operating procedures,
i.e. how to submit files through FDA Electronic Submissions Gateway,
withdrawal a previously submitted file, and validate XML files via FDA
validation tools
TECHNISOURCE 12/2011-09/2012
University of Maryland University College
Retention and Financial Aid Specialist
Provided world class services and enrollment advice for incumbent and
returning students at highly regarded university. Assisted student in all
three phases of the school environment: Office of Enrollment Management,
Financial Aid and Student Accounts. Detail tasks included:
. Resolving billing and account issues and/or discrepancies and advising
students of outstanding balances and dates of disenrollment.
. Providing guidance to students on how to accurately complete all online
applications, i.e. enrollment applications, FAFSA, Sallie Mae payment
plans, etc.
. Performed comparative analysis for prospective students of other
universities and provided accreditation information.
. Providing statement of account and invoicing requests to Customer
Relations and Collections department through the use of Remedy ticketing
system.
. Providing status updates to students of tuition assistance, reimbursement
and remission from third party funding sources.
. Tracking all calls via Remedy ticketing system, search for account
records via Goldmine, accounting for 97% of answered call rate and 2-3%
abandonment rate per day.
. Performing periodic follow-up calls with prospective and returning
students.
07/2009-09/2011
TELESIS CORPORATION
Office of Personnel Management
Help Desk Agent
Provided Tier-1 help desk solutions to government employees from a myriad
of federal agencies across the country. As a help desk agent, I provided
technical administrative service, specifically, by troubleshooting 75-80
user inquiries per day via telephone and e-mail in a timely manner,
complying with Service Level Objectives and helping federal employees meet
personnel guidelines and objectives. Detailed tasks included:
. Responding to calls from federal employees requiring technical support to
access their eOPF (Electronic Official Personnel Folder).
. Assisting federal employees in obtaining lost eOPF User IDs and resetting
lost and/or expired passwords.
. Assisting federal employees in gaining access to their respective proper
government agency website to access their eOPF.
. Answering, processing, and documenting inquiries via the Service Desk
Express online application.
. Researching and escalating incidents to Tier-2 help desk agents (Unix,
Citrix, NBC, Windows, etc.) as needed basis.
COMCAST COMMUNICATIONS 01/2008-07/2009
Customer Account Executive
Provided world class customer and technical support for renowned cable and
telecommunications conglomerate, where I met and exceeded transitional and
monthly sales goals and performed at top 10% employee benchmark through
creating opportunities for additional value add to customers through new
products or improvement to and existing product services and by providing
consecutive exceptional customer satisfaction. Detailed tasks included:
. Handling telephone and e-mail inquiries covering the full range of
customer serviceability and service problems.
. Preparing work orders for maintenance requests after determining if
onsite technical support was required and ensuring appropriate follow-up
procedures were met.
. Performing troubleshooting procedures on PC/E-mail/modem/home networking
problems and escalating advanced troubleshooting problems to the
appropriate technical support group as needed.
. Demonstrating a strong ability to analyze and solve problems regarding
billing, service, or sales issues.
. Maintaining accurate problem call tracking in help desk ticketing system.
HOME DELIVERY GROUP 01/2009-12/2011
Customer Support Representative
Provided customer and dispatching services as the main delivery contractor
for Lowes Home Improvement Corporation, where my increased customer
satisfaction resulted in repeat product deliveries, contract renewals and
being recognized for superior customer consultation and service. Detailed
tasks included:
. Performing high volume of data entry for next day deliveries and making
100-150 calls a day to confirm and/or reschedule customer appointments.
. Overseeing the daily dispatch of initial customer deliveries and follow-
up visits; relayed work orders, messages, and information to or from work
crews and supervisors.
. Maintaining customer records, service orders, charges, expenses and
inventory.
Boyd Gaming Corporation 07/2006-07/2008
Corporate Protection Officer
Performed company mandated security and safety requirements for publicly
traded gaming organization to ensure the safety of all guests, staff, and
property and company equipment. Detail tasks included:
. Providing security, safety, and protection for all guests, employees and
company property.
. Performing normal or emergency duties requiring moderate to strenuous
physical exertion.
. Providing assistance to guests and employees with a high degree of public
relation and customer service focus.
. Preparing required reports on all incidents and maintaining a daily
activity log.
. Patrolling premises to prevent and detect signs of intrusion and ensure
security of doors, windows and gates.
WAL-MART CORPORATION 06/2004-12/2007
Customer Service Associate
Provided customer services, sales, and expert product knowledge to
customers of world renowned Retail Company. Recognized for superior
customer consultation and service and increased customer satisfaction with
significant focus placed on one-on-one interaction. Increased the overall
revenue in two previously underperforming departments. Detailed tasks
included:
. Maintaining solid product knowledge and building customer and vendor
relationships.
. Enforcing all company policies, procedures and laws.
. Reviewing and analyzing inventory levels and customer counts.
. Performing cash handling and reviewing financial and business reports as
requested by management.
YES! PLUMBING & AIR CONDITIONING 03/2004-06/2006
Customer Support Representative
Provided emergency dispatching, customer service and product support for
start-up HVAC Company. Ensured timely deliveries of equipment and arrivals
for emergency events. Increased revenue through expanding company and
product knowledge and promotional advertisements awareness to new and
existing customers. Detailed tasks included:
. Performing follow-up calls and delegating customer inquiries to
appropriate.
. Confirming over 100 customer appointments and dispatching technicians
daily.
. Maintaining detailed customer records.
. Preparing work orders, catalog samples, price quotations, and marketing
data.
. Increasing revenue through marking products and services to customers
with acute knowledge of product line, prices, delivery times, drop ship
items and various promotional services.
COX COMMUNICATIONS 12/2002-03/2004
Customer Care Representative
Provided world class customer and technical support for renowned cable and
telecommunications conglomerate and recruited, managed, trained, and
evaluated the company's sales force. Reduced company turnover by 20% and
increased company sales by 5%. Provided continuous increase to company
revenue and customer retention with product up-selling and promotional
sales and when adding value to accounts with promotions and product
upgrades. Detailed tasks included:
. Troubleshooting 150-175 customers billing inquiries daily and issuing
customer billing credits.
. Scheduling product installation and trouble call appointments and
troubleshooting 50-75 daily customer sales inquiries.
. Providing technical support for digital set-top boxes and telephone
services.
TECHNICAL SKILLS
Operating Systems: Windows 8, Windows 7, Windows XP
Software: Microsoft Office Suite, FDA Electronic Submissions Gateway,
Service Desk Express, eOPF, Remedy, Service Now, Active Directory
EDUCATION
Prince Georges Community College
Associate of Arts Communication - Journalism
T.C. Williams High School
General Diploma
Clearances & Certifications
Public Trust Clearance
Affiliations & Awards
Voice of Quality Customer Service Award (Twice) 2011
Top Sales Representative 2011
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