Customer Service Sales

Professional Summary

Business-savvy organizational leader with over five years of experience in information

technology support, sales, customer service, and business operations. Extensive academic

background in business and financial analysis. Demonstrated success in implementing strategies

and programs to improve daily business operations, increase sales, and developing positive

business partnerships.

Areas of Expertise

Customer Service Financial Management

Data Analysis Information Technology

Help Desk Operations Accounting

System Troubleshooting Auditing

Procurement Record Management

Sales Budgeting/Forecasting

Product Testing Creating Standard Operating

Research and Analysis Procedures (SOPs)

Business Development

Education & Certifications

Bachelors of Arts in Business Technology Administration

Minor in Economics

University of Maryland, Baltimore County – Baltimore, MD

May 2013

Certifications in Progress:

Certified Scrum Master I

Professional Experience

Fidelity National Information Systems – Columbia, MD April 2013 –

Present

Product Support Representative

Promoted from Application Support Analyst to Product Support Representative to provide front-

line system testing and production. Develop system structures and support applications for the

development, testing, and implementation of systems. Recognized for excellent customer service

and ensuring minimal oversights on requests for service.

Selected to partner with client implementation teams to research, develop, and resolve

production and test issues. Coordinate client requirements with the implementation team,

to ensure proper functioning of applications.

Effectively and efficiently implement production and test changes and apply fixtures to

client production and test environments.

Strategically apply system recovery techniques for system crashes and failures.

Independently monitor and troubleshoot network connectivity and productions access

issues.

Utilize SQL scripts and queries to troubleshoot consumer credit applications/processes, data mining, and to

create detailed reports.

Edit production files, generate documents, create directories, research and troubleshoot errors on Unix/Linux

servers using VI.

Verizon Wireless – Baltimore, MD April 2010 – April

2013

Consumer and Business Sales Consultant

Within two years of employment, promoted from Customer Service Technician to Consultant.

Provided technical advice and solutions to Wireless customers. Ensured effective and

professional resolutions to customer complaints and discrepancies. Recognized for consistently

developing positive business partnerships and meeting sales forecasts.

Strategically developed new business and personal accounts. Provided customer service

to new and existing customers and ensuring service needs were met in a timely and

professional manner.

Consistently researched and maintained professional knowledge of cutting edge

technology to provide top quality customer care and make recommendations for changes

in products and services.

Internships

Gloja Express – Arbutus, MD March 2012 –

April 2013

Financial and Business Intern

Researched, analyzed, and coordinated the shipment planning and preparation of international

client orders. Developed positive business partnerships and implemented action plans to ensure

long-term partnerships.

Served as liaison between business partners and the organization to process and

coordinate end-to-end supply chain from procurement, production, warehousing,

shipments/delivery, and transport.

Technical Skills

SQL

Linux Crystal Reports

Microsoft Office Suite

Tableau

Windows Applications

Visio

Unix

SSRS

Toad

Oracle Databases

References Available Upon Request

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