Customer Support Information Systems

MAGGIE JARA

*** ******** **, ********, ** ***** C: 908-***-**** *********@*****.***

PROFILE

Accomplished professional that is results driven, self-motivated, and resourceful with a Bachelor of Science degree in Computer

Information Systems, and a diverse history of Technical support, Supervision, Customer Support, and using cutting edge tools. Productive in both team based and self-managed projects with a passion for new challenges. Core competencies include:

MS office suite, Acrobat, HTML, XML, Win- Time management, problem solving, and

dows, Mac OSX, SAP, and Salesforce multitasking skills

3+ years working with project management Excellent written and verbal communication

and production related activities skills

Independent mindset and teamwork abilities

Software testing and troubleshooting

WORK EXPERIENCE

LEASING AGENT

FOUNTAIN PLAZA HILLS – Vallejo, CA 2015

Answer incoming phone calls from all customers and assist residents with maintenance work order requests

Collect and record rent and deposits and ensure all money collected is properly secured

Conduct orientation to new renters, demonstrate available apartments to new prospects

SUPPORT COORDINATOR

ADVANCE DIGITAL – Jersey City, NJ 2014

Delegated all open tickets to the appropriate staff member using Cerberus

Upgraded business listings to ensure top of the list results during a web search at the request of sales members

Modified Business Listings using YellowBot

Ensured all Search Engine and Social Media Optimization requests are completed correctly

Revised weekly error reports by making appropriate changes

Reviewed Salesforce tool hourly for new requests and fulfilled them accordingly

PROJECT COORDINATOR (2011-2014)

BARNES & NOBLE – L yndhurst, NJ 2010-2014

Coordinated projects by overseeing all aspects of the planning, implementation and tracking

Acted as liaison between the VP of digital publications and our outsourcing group to ensure task completion

Gathered customer complaints and reviews from social media. Replied as needed

Maintained server, including file and asset organization

Created work tickets using TRAC and assigned tasks to operators. Tracked progress and quality of work

Travelled to train and lead teams for globally outsourced groups, composed all training material

Managed production schedules using Google Docs and sharing large files via FTP

Performed software testing and improved productivity by recommending enhancements

DIGITAL SUPPORT REPRESENTATIVE (2010-2011)

Provided assistance to outsourcers with issue resolution and system over rides using SAP

Assisted customers with technical issues involving their tablets or applications

Subject Matter Expert on Beta team responsible for initiating the launching of the Barnes & Noble chat feature

DATA CAPTURE OPERATOR

COMMERCIAL DATA PROCESSING – Fairfield, NJ 2008- 2010

Prepared and posted Blue Cross/Blue Shield insurance claims into the system for processing and payment

Generated reports to confirm that claims were processed by using the appropriate systems

TECHNICAL ASSISTANT

N.J.P.C. PROS – Union, NJ 2007-2008

• Maintained and organized files on all customers and scheduled service appointments

• Assisted customers with troubleshooting and resolving minor computer issues

• Traveled with technicians to assist with larger jobs setting up computer equipment and file back ups

CUSTOMER SUPPORT TEMP AT CELGENE PHARMACEUTICAL

SNELLING STAFFING SERVICES– Summit, NJ 2006

• Provided callers with the necessary assistance in a call center environment, handled 70-90 calls daily

• Identified requests that were within the scope of the project and transferred to correct departments

• Documented each call properly using the call record form in the program

EDUCATION AND TRAINING

BACHELOR OF SCIENCE DEGREE IN COMPUTER INFORMATION SYSTEMS

Devry University – North Brunswick, NJ 2011

GRADUATE CERTIFICATE AS PC/LAN SPECIALIST

Drake College of Business – Elizabeth, NJ 2007

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