Kianna S. Thomas

** ***** ******, ***.** Kearny N.J 07032

acpzy0@r.postjobfree.com . Tel: 973-***-****

Overview

Help desk technical support representative, with two years' experience

working with end-users and professionals. Adheres to high level of service

ethics, demonstrating customer oriented communication skills and quick

grasp of client requirements.

Provides technical support and problem solving services on the following

areas

Core Qualifications

. Microsoft Office, Outlook, Knowledge management, Service Manager

. Computer proficient

. Training and Development

. Client-focused

. Troubleshooting skills - creative problem-solver.

. Customer service oriented skills

. Ability to deal with irate customers using excellent interpersonal-

communication skills.

. Understands new concepts easily - Excellent comprehension and

retention

. Ability to handle stress.

. Reliable.

Experience

Quality Assurance

September 2014 to Current

Garden State Nutritional (Vitaquest)-West Caldwell, New Jersey

. Responsible for examining the merchandise visually and sometimes with

the use of special equipment to ensure it is functional. Testers use

special methods to test products to be sure they

are not faulty.

. Collect and compile statistical quality data

. Data Entry

. Strong problem solving skills

. Uses measuring instrument

. Ensure product meets requirements

. Systems used are Sap, Outlook, Office Excel, and Office Word.

Help Desk Support Representative I/II

March 2012 to January 2014

Horizon Blue Cross Blue Shield- Newark, New Jersey

. The full working journey/lead worker level in the class, technically

proficient in performing my assigned.

. Trained many of my coworkers

. Creating documentation and workflows to upload in a knowledge

management database for the team to utilize for problem solving for

inquiries.

. Taking on all duties that were assigned from previous role.

. Regularly provided efficient technical support over the phone,

maintaining presentable phone demeanor, courteousness, and creativity.

. Receive customer inquiries via phone, fax, e-mail, etc. If necessary,

probe for additional helpful information, in order to effectively

handle inquiry.

. Utilize available resources to quickly and efficiently resolve or

redirect inquiries in accordance with prescribed departmental process.

. Follow up on unresolved issues in a timely manner, escalating call

trends to management.

. Deliver an excellent customer service experience while meeting quality

and production standards.

. Handles call from Providers, Group administrators, Employees, and

Members, Also trained on Brokers.

. Perform other relevant tasks as assigned by management.

. Coordinate impact to the Service Division and assists with

implementation tasks Perform a variety of technical operational

duties. As experience and knowledge are acquired, incumbents are

expected to perform increasingly responsible and difficult

assignments.

. Utilized systems such as AVAYA,XP,OUTLOOK, TPX

RCOE,ITIM,WAM,UIDP,UCSW

Sales Associate

November 2010 to September 2011

Nordstrom- Paramus-New Jersey

. Full-time sales person in charge of the transfers and ensuring

department is well organized and aligned with standard while

consistently ranking as a high contributor to mandatory daily sales

quota. Assigned managerial task regularly and performed them without

issue.

. High sales performer

. Provided leadership for department tasks

. Persuasive customer service without overwhelming or intimidating

potential buyers.

. Established consumer trust with timely and efficient service

. In depth knowledge about various brands

. Responsible for auditing of funds for opening and closing the

registers

. Personal stylist

VOLUNTEER EXPERIENCE

St. Joseph's Hospital. Paterson N.J

2004-2006

Volunteer

. Transporting patients

. Assisted nurses as assigned

Mt. Pilgrim Missionary Baptist Church. Passaic N.J

2007-2014

. Volunteer to assist with any duties to feed homeless every Saturday.

Education

Associate of Science-Business

Saint Peters College- Jersey City, NJ, USA

Matriculating credits on a part time basis while working full time

Associate of Science-Criminal Justice

Passaic County Community College- Paterson, NJ, USA

09-2008 to 2010

. Christian Club

. Volleyball

. Basketball

Contact this candidate