Customer Service Management

EDUCATION:

Bachelor of Science in Computer Science May,

2010

Colorado Technical University, Colorado Springs, CO

Associates of General Studies

January, 1999

Pikes Peak Community College, Colorado Springs, CO

CERTIFICATIONS:

1. Call Center Operations Certification, Bank of America

RECOGNITIONS:

2. Support Staff Employee of the Month, Phillip and Cohen Associates

May, 2011

3. Make the Difference Award, Premiere Global Services

October, 2007

4. Vigil Honor, Order of the Arrow, Boy Scouts of America

August, 1996

5. Eagle Scout, Boy Scouts of America

August, 1994

6. National Honor Society, Widefield High School

May, 1995

TECHNICAL SKILLS:

Systems: Windows (NT/XP/7), UNIX, VMware

Hardware: Servers, Hubs, Routers, Switches, PCs, Laptops, Smart Phones,

Scanner, Copiers.

Software: MS Office Suite 97/2000/2003/2007, Visio, Adobe Professional

6/7/8/9, SharePoint, PeopleSoft, IEX Total View, CMS, Aspect, Canvas, eWFM,

Witness, Avaya, Netsuite, Remedy, GCIC, Fast Link

Networking: TCP/IP, LAN/WAN, Ethernet, Wireless Network, Token Ring, VPN,

FTP

Servers: Windows Server 2003, Exchange 2003, Configuration and Management,

Active Directory, Domain Controller.

Troubleshooting: HP, Dell, Desktop, Laptop, Workstations, Printers

Languages: Visual Basic, C, C++, HTML, Java, JavaScript, Arduino, MS SQL,

Proc SQL, SAS

Remote Tool: Net Meeting, PC Anywhere, Remote Desktop

Technologies: VoIP, PBX System

EXPERIENCE:

Technical Support Samsung Contract

January, 2014 - Current

Alorica

1. Provide level 1 support relating to vast number of Samsung products

1. Maintained low handle times while providing best level support.

2. Obtain first call resolution whenever possible.

Tax Professional January, 2013

- March, 2013

H&R Block

2. Greeting customers / Scheduling appointments

3. Accurately preparing wide variety of tax returns

4. Specializing in multiple state and military returns

Tax Professional January, 2012

- April, 2012

H&R Block

5. Greeted customers / Scheduled appointments

6. Managed high volume of face to face waiting customers and children

7. Processed credit card, check, and cash payments

8. Reconciled cash drawer nightly

1. Filing

Analyst March, 2010 -

December, 2012

Phillip & Cohen Associates

1. Point of contact for running invoices daily and end of month.

2. MIS/Analytics liaison for hands off automation of inbound files.

3. Writing, maintaining, and testing of SAS code for maintenance, scrubs

and performance reports.

4. Maintained batch scripts for managing moving of files, creation of

folders, and downloading of files.

5. Processed payments relating to medical and credit card collections.

Senior Analyst May, 2007 -

October, 2009

Premiere Global Services

1. Made enhancements to numerous external reports reducing the time to

process by as much as 50%.

2. Developed, tested and implemented visual basic code that exported

reports from Excel into Word.

3. Utilized SQL statements to streamline process for importing invoice

data for the purpose of monthly reports including top clients.

4. Trained team on advanced Excel and Access knowledge.

Learning Management Specialist March,

2007 - April, 2007

Apple One

5. Verified attendance for in class training using learning management

system

6. Served as support for technical issues relating to web based training

Work Force Management Database Administrator, SVP October, 2005

- January, 2007

Bank of America

1. Served as primary contact for reporting needs for the Work Force

Management team.

2. Created database that houses call metric data for 7 call centers

reducing the time it takes to populate Daily Status report by as much

as 2 hours.

3. Created and automated Off Phone and Head Count Database used by sites.

4. Created database for exception reporting by skill and site which

allows off phone activities to be viewed at the interval level.

5. Automated Sick/Tardy Database to reduce the number of inputs.

6. Played an extensive role on the transition team to ensure staffing

levels were met while training was being completed on a new primary

system.

Workforce Management Analyst January, 1999 -

October, 2005

Fleet Credit Card Services/Bank of America

1. Scheduled numerous off phone activities while ensuring service levels

were met for 500+ associates.

2. Served as contact liaison for helpdesk and desktop support for

individual and center system issues.

3. Made recommendations for New Hire schedules based on staffing needs

and team size.

4. Maintained Witness Database including the creation of new accounts,

server maintenance and creation of trouble shooting guide for team

use.

5. Published overtime requirements for number of queues and tracked fill

rates.

6. Successfully completed Vacation Bid for 5 years while ensuring

associates stayed within accruals.

7. Significantly reduced time needed to validate weekly Head Count Report

for CO.

8. Achieved Shinning Star Status in the Gold Star Recognition Program for

4th quarter 2003.

9. Helped in conversion from TCS 4.4 to eWFM 6.2 and then to IEX.

Customer Service Representative August, 1998

- January, 1999

Fleet Credit Card Services

1. Answered calls relating to credit cards.

2. Maintained high standards of excellence with regards to AHT, Quality,

and Team Performance.

3. Occasionally provided training and support to lesser tenured

employees.

Contact this candidate