Customer Service Manager
Resume:
Ronal Yuan Humphrey
San Diego, CA
**************@*****.***
Objective
Obtain a position that utilizes my experience, skills and education in an environment with opportunity for growth.
Work Experience
Sedonna Staffing – Harte Hanks – Medicare Insurance Agent Aug 2014 – Mar 2015
San Diego, CA
• Exclusive Software used – MS Word / Excel / Windows 7 / Kronos
• Handle inbound calls for Horizon Blue Cross Blue Shield of NJ providing service to Medicare/Medicaid customers
regarding policy inquires, changes, and billing.
• Identify customer needs to market company insurance products and services to potential customers.
• Responsible for educating, qualifying and enrolling qualified or pre-qualified customers into an appropriate
Medicare plan that fits the customers’ needs.
• Provide accurate rate quotations and appropriate insurance coverage information to qualified prospects to
achieve assigned goals.
• Outbound calling to Inform potential or current customers of new products/service introductions and prices
White Dragon Martial Arts Schools - Instructor Sept 2002 - Present
La Mesa, CA
• Exclusive Software used – MS Word / Excel, Office Tracker, B.O.S.S. (POS software)
• Instruct students in the use of Choy-li-Fut Kung Fu and Yang Style Tai Chi Chuan.
• Customer Service and sales of equipment, video tapes and memberships.
• Resolve any problems with internet or network connectivity
Iprolog Ink (Versacheck.com/Gvalidate.com) - Sales/Technical Support July 2011 – Nov 2013
Carlsbad, CA
• Exclusive Software used – Windows 2K/XP/7/8/Server 2008r2/2012, DNA Secure X-1, Fortune CRM, Join.me
• Sales involving software, printers, paper/ink codes, MICR ink/toner, check paper, tracking shipments and orders.
• Taking heavy inbound calls in call center environment along with email requests providing customer service or
technical support by phone, email or remote access.
• Troubleshoot, resolve or escalate problems on laptops, computers or networks using Versacheck DNA Secure X-
1 check writing software for Windows workstation, network servers or cloud use.
Wired Talent Staffing – Productivity Associates, Inc. - Helpdesk (temp) Feb 2011 – June 2011
San Diego, CA
• Taking heavy inbound calls in call center environment along with email requests providing customer service or
technical support by phone, email for Companionlink.com or Dejaoffice.com software issues encountered on
Iphone 4, Android and Blackberry cellphones.
• Resolve any guest and hotel network or internet connectivity issues with various hotels/motels under contract
from Sboca.com
• Resolve admin or student issues with AACN.org website and online courses by phone or email.
Payrolling.com Staffing – Sony - Laptop repair (temp) Sept 2008 – Oct 2008
Carlsbad, CA
• Exclusive Software used – Windows Vista
• Troubleshoot, estimate and repair hardware or software problems with customers Sony VAIO laptops.
Spherion Staffing - Mitchell International - Helpdesk / Technical Support (temp) July 2007 – Dec 2007
San Diego, CA
• Exclusive Software used – Windows 2K/XP/2003 Server, Norton, Internet Explorer, Remedy, Outlook, GoToMyPc,
DOS
• Taking heavy inbound calls in call center environment along with email requests providing customer service or
technical support by phone or email for computers and networks using any of Mitchell’s 40+ automotive
proprietary software packages. Resolve any issues with internet connectivity
• Document, diagnose, track and monitor problems to ensure a timely resolution .
San Diego Cash Register – Helpdesk / Technical Support July 2006 – March 2007
San Diego, CA
• Exclusive Software used – DOS/Windows 95/98/2K/XP, Norton, AVG, Aloha POS, EDC, Sable, VPN, VNC, UNIX,
Outlook, Lotus Notes, Great Plains
• Taking heavy inbound calls in call center environment along with email requests providing customer service or
technical support by phone or email
• POS support of proprietary Aloha software and Radiant / IBM / Dell / Javelin POS or credit card swipe hardware
• Resolve any problems with pc’s, modem, routers, hubs, internet connectivity, networking, cabling or third party
software issues.
Travel Coupon Guide – Sales Support / IT Assistant July 2005 – Apr 2006
El Cajon, CA
• Exclusive Software used – Windows 98/2K/XP, Norton, Peachtree,Word, Excel, Outlook, Dreamweaver 8
• Data Entry of 10 - 20 contracts daily from sales reps into 3 rd party database software and PeachTree accounting
software for financial reports.
• Assist IT manager in resolving email, hardware or software issues with in-house computers, Dell servers, create
and setup new accounts on laptops for Sales reps. Create technical SOP documentation for Sales Reps of
proprietary or 3rd party software, MS Office programs and Outlook. Assist with maintaining or editing HTML web
site info for Hotels.com.
• Desktop or laptop upgrades, support and repair. Setup corporate account with Laser Saver for in-house printer
and fax repairs. Created IT Disaster and Recovery Plan. Resolved any office issues with MS Office programs,
internet (TCP/IP) and network connectivity for co-workers.
TISCOR – Technical Support Specialist Oct 2003 – Mar 2005
Poway, CA
• Exclusive Software used – DOS/Windows 95/98/2K/XP/Server/Access/SQL, Norton, McAfee, Internet Explorer,
Telemagic help desk software, Sentinel Infinity, Inspection Manager, TourWatch, Facility Manager
• Taking heavy inbound calls in call center environment along with email requests providing customer service or
technical support by phone or email
• Assist with the removal or installation of proprietary software (Inspection Manager, FireProof, FireProof XT, Tour
Watch, TourWatch XT, Facility Manager and Sentinel Infinity)
• Diagnose, troubleshoot and resolve any hardware (1500 -1800 Palm Pilots, 6000/8000 Densos, Dolphins,
Microwands, PDT 3100/6100 and Pocket PCs), software issues (Palm Desktop, Hotsync Manager and MS Active
Sync) and internet (TCP/IP) connectivity.
• Inspect, diagnose and repair MS Access databases for clients. QA test new hardware or software upgrades or
maintenance releases before shipping out to clients.
Education / Degrees / Certificates / Awards
Kaplan University (online) Aug 2014 – Sept 2014
San Diego, CA
(20 hrs) Accident and Health Insurance Agent – Licensed
(12hrs) Ethics
Dell Certified Systems Expert (online training) Aug 2009 – Aug 2011
Certification – Foundation 2009 Desktops
Certification – Foundation 2009 Portables
Certification – Foundation 2009 Diagnostics
Certification – Customer Handling Skills
Certification – Desktops Studio One 1909
Certification – Desktops ATX V.1
Certification – Portables Adamo 13
Certification – Portables Studio XPS 1640/1340
Kelsey-Jenney College – Graduate Jan 1998 - Aug 2001
San Diego, CA
Graduated with: A.S. Degree - Network Engineer, A.S. Degree - Computer Maintenance Technician
Dean’s List Awards - 4.0 GPA and Perfect Attendance
Completed M.C.S.E training program - (non-certified)
Hardware / Software / Network (TCP/IP) troubleshooting / System administration / Database administration /
Web page setup, design and maintenance
Contact this candidate