Customer Service Life Insurance

TAMARA SANSOM

**** ********* ******* ***** ******* Ga. 30350

678-***-****; ************@*****.***

PROFESSIONAL SUMMARY:

Highly motivated Technical Support professional with over 4 years of customer service experience. Possess

technical expertise in troubleshooting, installation and repair of mid-range systems. Proficient in prioritizing

and completing tasks in a timely manner, while having a diverse experience in servicing and installing in

computers, communications and Telecom.

TECHNICAL SKILLS:

Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook);Windows 7 and XP; iOS; Deskside

Support; BMC Ticketing System; Java, Snagit, Mobile Security; Software Installation; Troubleshooting;

Customer Service; RSA VPN remote access; Citrix,Verint, Cisco WebEx; iPhone; iPad; Blackberry,Lotus Notes,

Altiris Software Delivery Console, Active Directory, Oracle, Network drive access.

CERTIFICATIONS:

ITIL Certification October 2013

Magic Training October 2013

HDI Certified March 2013

PROFESSIONAL EXPERIENCE:

New York Life Insurance Company August 2010–Present

Senior Management Support Specialist

• Troubleshoots computer, email, VPN, Windows XP/7, \Business Applications, iPhone, iPad, and network

issues in a call center environment.

• Applied leadership initiative to translate business practices to 5 consultants through educational training and

mentorship.

• Apply’s strong MS Word, Excel, and PowerPoint Skills for designing documentation on how to improve

processes to simplify various procedures.

• Prioritizes problems based on the business impact, logs problem into BMC ticketing system, document it’s

solution, and track it’s status if transferred to other levels of support.

• Distributes software packages and configures them for customer use.

• Implements innovative ideas for the improvement of the overall problem management process as well as

database designing.

• Meet objectives to coincide with Speed-to-Answer 100% of calls within the first 60 seconds.

• Utilizes Superb typing skills with a speed of 47-50 wpm.

• Assists with setting up meetings on Calendars as well as Teleconferences.

• Utilizes admin access to reset Acf2 id’s and TSO accounts.

• Works with Security Liason’s to ensure network, email,and database access for users via the Provisioning

system.

Mesa Airlines, Chicago, IL Sept 2007–March 2009

Flight Attendant

• Underwent training for providing top notch Excellent Professional skills, such as speakly clearly and

concisely.

• Maintained a polished appearance.

• Provided a high level of customer service and ensured passenger safety.

• Made announcements, when instructed, in a professional manner.

• Ensured cleanliness by performing light maintenance.

• Completed a one-month federal regulation intensive training program in Phoenix, Arizona.

EDUCATION:

Patten University, Atlanta, GA February-Present

Pursing Associate’s Degree in Business Management; Graduation May 2016

Year Up, Inc., Atlanta, GA Sept 2009-August 2010

Student and Intern

• Successfully completed six months of college coursework in technology (including comprehensive

hardware and software components), business communications, and professional skills

• Performing in top 5% students in current year; acting as peer mentor and tutor to my colleagues

AWARDS AND HONORS/ACCOMPLISHMENTS:

• Maintained 2 years of consistent positive satisfaction surveys and exceeded average amount of

responses.

( (Year Up) End of Module Awards: Awarded “Respected and Valued others”.

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