Customer Care / Recruiter / Trainer
Resume:
JULIE-ANN O'BRIEN
Brooklyn, NY 11238
Customer Service Professional with a background in Training new hires for
specific projects.
*Highly self-motivated, organized and efficient professional with 14 years
experience in the areas of Public Relations, high end Association and
Professional Organization administration and Customer Service.
*Comprehensive understanding of general and high-end office operations and
procedures. Capacity to multi-task, managing many priority projects
simultaneously and efficiently.
*Excellent internal and external customer relations and communication
skills, with a professional attitude and pleasing, positive demeanor.
Strong work ethics with the ability and desire to work collaboratively and
effectively with others at all management and departmental levels.
I am a 1992 graduate of Excelsior College in Kingston, Jamaica with my
emphasis in Business Administration. Previously employed as Public
Relations Director for the Jamaica / Caribbean Golf Association for 14
years before relocating to NYC in 2006.
COMPUTER SKILLS
Operating Systems proficiency in Windows.
Proficient in graphics and editing program:
. Adobe Photoshop
Also Proficient in:
. MS Word, Excel, FrontPage, Publisher
PROFESSIONAL EXPERIENCE:
NOVEMBER 2009 - CURRENT - TELETECH@Home (Based in Colorado)
. Hired by Teletech to service their client BEST BUY.
. At home Technical support Customer service representative
. Promoted to an Enhanced Agent in February 2010
. Promoted to Escalated Agent in August 2012
. Specialized Agent on new project for Kiosk Escalations - July 2013
. Seasonal Trainer for New Hires October 2013 - November 2013
. Seasonal Trainer for New Hires September 2014 - November 2014
. Escalations Supervisor November 2014 - Current
PRIMARY RESPONSIBILITIES
1. Respond to queries and Provide product and service information.
2. Identify, research, and resolve customer issues
3. Follow-up on customer inquires not immediately resolved
4. Complete call logs and reports.
5. Research billing issues and misapplied payments.
6. Recognize, document and alert the supervisor of trends in customer
calls
7. Provide helpful and professional expertise to assist the agents and
frequently taking escalated or complex calls from customers.
8. Monitor chat etiquette in rooms
9. Collect info on global and non global tech issues.
10. Communicate tech issue information in the tech room.
FEBRUARY 1992 - AUGUST 2006 CARIBBEAN GOLF ASSOCIATION
PUBLIC RELATIONS DIRECTOR (RELOCATED PERMANENTLY TO NEW YORK 2007)
*Working with various Caribbean Golf Associations, Tourism boards,
government agencies, local and international corporations to develop
public relations campaigns and advertising for events and special projects.
*Designing, editing, input and preparation of advertising materials and
public relations campaigns for both print and web publication.
*Writing Press Releases, Media Alerts and News Briefs for publication in
conjunction with the Association related events and news for various
Caribbean media publications.
*Preparing promotional and informative presentation materials and graphic
work for public, corporate and government dissemination.
Contact this candidate