Customer Service Management

Clemsford Prince

**** ******* ****** ( BROOKLYN, NEW YORK 11213

*********@*******.*** 347-***-****

IT Service Desk & Customer Service Professional

Accomplished customer service professional with diverse experience in IT

Service Desk & Call Centre services and support, retail customer service

and inventory operations, and language training.

CORE COMPETENCIES

HELP DESK & CALL CENTER Operator Service & Support Inventory Management

SUPPORT Multi-lingual

Personal & Classroom Training Public Speaking

Professional Experience

TRIGYN TECHNOLOGIES - NEW YORK, NY AUG 2011 TO DEC 2014

Assignment: United Nations

Telephone Support Analyst/Service Desk Agent

Assigned to the United Nations Office of Information and Communications

Technology (OICT) Service Desk, provide tier 1 and 2 support to United

Nations Headquarters staff in New York, overseas offices and missions, and

operator services to the general public.

Key Achievements:

. Provide technical support in accordance to industry standard Incident

Management processes for a variety of services and technologies

ranging from in-house enterprise applications to common desktop,

network and IP telephony related issues.

. Provide Request Fulfilment for Audio Teleconferencing Services which

includes Cisco WebEx meeting place administration and meeting

scheduling.

. Provide Operator Services to UN staff globally and the general public.

. Manage all service requests via Siebel Help Desk, the UN's ITSM

compliant Customer Relationship Management solution.

ADECCO - New York, NY Sep 2009 to Jul 2011

Assignment: United Nations

Call Center Agent

Key Achievements:

. scheduled teleconferences for bridge lines

. monitored phone calls

. provided telephone directory assistance

. provide information for the United Nation yearly General Assembly

Meeting

TARGET - Brooklyn, NY Mar 2009 to Mar 2010

Merchandise Flow Team Member

Ensured sales floors are presentable and fully stocked. Managed inventory

via corporate inventory management system. Assisted front end operations

and provided customer service support.

VBS INVESTMENT BANK - Reykjavik, Iceland Nov 2007 to Dec 2008

Mailroom Operations Clerk

Performed various mailroom operation duties for the organization.

Key Achievements:

. Receive and sort mail and deliver.

. Prepare and process outbound courier shipments using computer.

. Distribute mail to appropriate recipients or departments.

. Ensure delivery of outgoing mail to courier or post office.

. Serve as liaison for mail service for client departments. Make timely

collection of outgoing mail. (letters, parcels, Iceland Postal,

interdepartmental)

. Track and maintain records and logs of mailing.

. Sort, distribute and collect mails.

. Pick-up and deliver materials for special mailings.

. Deliver boxes of paper to copy areas.

. Able to appropriately handle confidential and highly sensitive

material.

SIGURINN BOOK STORE - Reykjavik, Iceland May 1998 to Oct 2007

Cashier

Conducted sales transactions and managed bookstore inventory.

YES INSTITUTE - Puerto Ordaz, Venezuela Jan

1996 to Apr 1998

English Instructor

Instructed students ages 5 through 12 in English as a second language.

Key Achievements:

. Fostered a culture of learning and interaction, and promoted a healthy

environment, amongst students from diverse backgrounds.

. Achieved a 90% success rate of students who passed their final exams.

CANAIMA TOURS - Venezuela

Jan 1990 to Dec 1995

Tour Guide

Escorted tourists through local and remote attraction sites.

Key Achievements:

. Organized and lead excursions.

. Responsible for the safety of tourists.

. Presented and described the attractions to tourists.

Education and Credentials

DIPLOMA IN SPANISH

FUNDACION UNIVERSIDAD DE CARABOBO - Venezuela

Certificate in Welding

GOVERNMENT TECHNICAL INSTITUTE - Guyana, South America

Professional Certifications & Training:

MS WINDOWS 7 ( IT HELP DESK ( MS OFFICE 2010

United Nations Operations and Crisis Centre CRM Tier 1 Application Support

Technical Proficiencies

Platforms Windows XP, 7

:

Tools: MS Office 2003/2010, PowerPoint 2010, Internet Explorer, Lotus

Notes 8.x/9, Siebel CRM, Cisco WebEx

Language Proficiencies

English, Spanish, Icelandic

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