Customer Service Technical Support

Joy Holder

Interim Operations Recruiter at Alpine Access

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

Summary

• Digital Content Specialist with a concentration in online market positioning.

• Customer Service Oriented technical and ecommerce subject matter.

• Technical expertise in hardware installation, troubleshooting and repair.

• Experienced in Database Management and Document Reconciliation.

• Background in Financial Compliance and Project Management.

Experience

Interim Operations Recruiter at Alpine Access

November 2013 - Present (5 months)

Evaluate and interview prospective candidates for multiple clients in a range of industries. Make hiring

decisions based on applicant review for positions in sales, service and technical support. Support newly hired

individuals through the on-boarding process. Work cooperatively with other internal departments to

facilitate the success of new employees.

E-Commerce Customer Care Professional at Alpine Access

June 2012 - Present (1 year 10 months)

Receive inbound customer service calls for contract and retail clients. Provided technical support for multiple

websites on a variety of systems. Assisted with bill management, order placement and tracking, product

inquiries and loyalty programs. Achieved efficient and effective one call resolution. Complied with all

program metrics, call process, scripting, transfers, escalations. Documented transaction notes, email

communications and updated client data. Evaluated assessments, applications, voice auditions, technical

tasks, resumes and conducted interviews to hire qualified candidates for technical positions. Also performed

all required documentation and personnel paperwork.

Website Administrator and Digital Content Specialist at Independent Contractor

January 2006 - June 2012 (6 years 6 months)

• Specialized in SEO geared web content creation, Developed personal branding and marketing plans for

clients, Performed front and back end website administration and Technical consultation and customer

support.

• Administered websites for e-commerce, non-profits, personal branding, small businesses and online

communities.

• Supervised design, security analysis, search engine optimization, branding, and marketing, scripting

implementation, standards compliance, future proof development and merchant/client services for a wide

range of clients.

• Supervised custom design and assembly of client specific hardware.

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• Provided inbound client support on multiple platforms, POS, Network Hardware and software, Printers,

IVR and other communication equipment, and mobile devices.

• Provided Inbound phone, email and chat customer service.

Technical officer and Marketing Strategist at 2004 to 2006 Sawgrass Showcase LLC

January 2004 - March 2006 (2 years 3 months)

• Designed and implemented a 3,000+ product E-Commerce site

• Developed SEO strategies to improve page rankings and site traffic.

• Chose merchandise, handled shipping and receiving, technical and customer support issues for three remote

offices.

• Including PC's, Printers, Network Hardware, Phone Systems and Merchant Terminals.

• Crafted marketing strategy for all branches of organization including E-commerce, demographic analysis,

mail and advertising campaigns.

• Managed online chat and email customer support.

Branch Supervisor at First National Bank

January 1999 - January 2001 (2 years 1 month)

• Responsible for balancing of vaults, ATM's and all teller windows.

• Functioned as customer care representative to resolve customer concerns and resolve disputes.

• Provided personal banker services to new and existing clients; including account evaluation, investment

analysis and loans.

• Served as front-line technical support after training by outside firm to two branches and an array of ATM

sites.

• Handled scheduling and staffing responsibilities for daily operations.

Certifications

Information Technology Security Fundamentals

January 2012

Customer Assistance

August 2012

Network Security

June 2012

Volunteer Experience

Raised funds for Hearing Impaired Children at HIKE

April 1990 - June 1997 (7 years 3 months)

Developed and implemented fundraising programs to assist hearing impaired children.

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Honors and Awards

2012 Stevie Award

April 2013

Excellence in Customer Care

Courses

OLI, Media Programming

Carnegie Mellon University

OlI Media Prqgramming

Projects

Blog Writing Sample

May 2011 to Present

Members:Joy Holder

A sample of a technical article interspersed with humor.

Zombie Drug Verdict Is In

June 2011 to Present

Members:Joy Holder

Current event news

Portfolio Sample Site

January 2013 to Present

Members:Joy Holder

A sample of a personal portfolio that I developed and maintain.

Skills & Expertise

Windows (Advanced, 12 years experience)

Testing

Linux

Java

Computer Security

HTML

Test Cases

Computer Hardware

Manual Testing

Microsoft Office

Windows 7

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Android

Localization

Wordpress

Freelance Writing

Data Entry

Windows Vista

Adobe Creative Suite

Open Office

SEO

Keyword Density

Keyword Research

Keyword Generation

Blogging

Technical Writing

Marketing Strategy

Google Analytics

Google Webmaster Tools

Google Apps

Joomla

python

CSS3

W3C Standards

MySQL

phpMyAdmin

PHP

Chicago Manual

Ap Style

Resume Writing

Deadline Oriented

Flexible Schedule

Telecommuting

Collaboration Tools

Kaizen

XHTML

Apache

Work Well Independently

E-commerce

Technical Support

Customer Service

Education

Carnegie Mellon University

OLI, Media Programming, 2012

Free-ed.net

Continuing Education, Web Scripting, 2012

Ivy Tech Community College

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Psychology and Sociology

St. Joseph's College (IN)

Microbiology and Nursing

Honors and Awards

Grand Bethel Region Chairman, Past Honored Queen and Majority Member of IOJD. National Honor Society.

Multiple Gold Medalist in Academic Decathlon. Senior Award for Academic Competitions. First Runner-up

Miss Indiana IOJD. Dean's List St. Joseph's College. Excellence in Service Award at JMH Technologies.

Interests

Reading, Space History, Urban Exploration, Writing, Gaming and Innovative Technology,TED Talks and all

types of trivia.

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Joy Holder

Interim Operations Recruiter at Alpine Access

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

Contact Joy on LinkedIn

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Contact this candidate