Customer Service Engineer
Resume:
Kimberly Sloan
*********@*****.***
Mission Statement
Strive to exceed customer and employer expectations by delivering
second-to-none service. Maintain customer centricity in all initiatives
. and interactions, always putting the customer first based on
knowledge,
professionalism, and integrity
Administrative and Customer Support Specialist
1. Dedicated to achieve customer satisfaction as well as meeting or
surpassing company expectations.
2. Positively impact business performance through the achievement of
customer service and quality goals.
3. Passionate about maximizing quality customer care excellence within
high-volume environments that include.
Key Skills
4. High Volume Call Center Operations
5. World-Class Customer Service
6. Up-Selling/Sales Support
7. Problem Solving
8. Diversified Customer Service Experience
9. Excellent Communication Skills
10. Customer Service Professional
11. Complaint Handling
12. Customer Order Fulfillment
13. Ensure Procedural Compliance
14. Able to focus on projects
15. Processed all types of requests
16. Customer Service Desks
17. Cash/Credit Terminals
Professional Experience:
Leidos (Government Contract)
Norcross, GA.
July 2012 to August 2014
JR Technical Support Engineer
As a JR Technical Support Engineer I functioned as the FuelsManager
Defense (FMD), Base Level Support Application (BLSA) Subject Matter Expert
for all advanced support requests generated from BSM-Energy Customers both
at the local base and enterprise levels. In addition to the application
support I provided advanced operating systems, network architecture and
security posture configuration triage, analysis and incident management
life cycle support resolution, sound problem resolution and work around
solutions until a fully approved solution is available.
- Maintained an advanced knowledge of the Wholesale Retail Fuels Business
and associated software to include FuelsManager Defense, Inventory
Management interface, Enterprise Business Systems Solutions (EBSS),
Transactions Services, Energy Convergence, Real Property, Bulk PORTS,
Ground PORTS, Oracle Energy Downstream (OED), DFAMS, and ITSM processes.
Possesd an in depth knowledge of Fuels Accounting Ledger Reconciliation
procedures required to managing a fuels account related to the BSM-E
Program i.e. reconciling accounts, clearing system rejects, appropriately
triaging problem issues, and DLA routing procedures
- Provided a positive working relationship with all DLA service
representatives and service control points through accurate written and
verbal problem descriptions pertaining to site visit requests, hardware
replacements, etc. that are triaged from the base level
l
-multi-tasking capabilities with the ability to manage time and support
issues to meet and exceed Government Service Level requirements
- Manage and route all Service Desk Trouble Tickets/Work Orders to the
appropriate groups
Clearances:
- Government IT security clearance
- Government background check
Stericycle - Norcross, GA
Clerical, May 2012 to June 2012
Performed basic clerical work. Provided assistance to executive members
IHG (Intercontinental Hotel Group ) - Atlata, GA
Front Desk Receptionist, Corporate Office,
2011 to May 2012
QVC - Chesapeake, VA
Customer Service/Call Center, 2003 to 2005
Provided customer service to television viewers placing orders. Assisted in
ordering, Shipping, Billing and upsales
GC SERVICES
Chesapeake, VA
411 Operator 2001 to 2002
Provided telephone, and face-to-face customer service/support within high-
volume call center, busy retail customer service desks and public service
work
Career Snapshot
18. Qualified by 10+ years' success in Customer Service/Call Center
environments.
19. Committed to excellence through positive results and customer
satisfaction.
20. Operated cash registers and computer input applications.
21. Built rapport with customers through effective and precise
communication.
22. Communicated information clearly and accurately.
23. Developed credibility and confidence with customers.
24. Assessed client needs and recommended appropriate products.
25. Dealt tactfully and effectively with irate or difficult customers.
26. Maintained a positive company image during difficult situations.
Computer Skills
MS Office-Windows
Word
Excel
Additional proficiencies in assorted databases.
Education:
FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE - Fayetteville, NC
Associate of Arts (AA) in Psychology, 2008
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