Customer Service Microsoft Office
Resume:
Shatyron Sparks
Dallas, Texas 75215
*********@*****.***
COMPETENT POSITIONS
CUSTOMER SERVICE REPRESENATIVE, HELPDESK SUPPORT ANALYST I, SERVICE DESK ANALYST
Accomplished, analytical, and results-driven Service Delivery Analyst functional in multiple facets. Possesses ability to anticipate and troubleshoot client and operational issues and proactively deliver informed and timely issue-resolution. Capable of delivering exceptional service delivery, building of loyal relationships, solving problems and increasing sales. Utilizes interpersonal and communication skills to build and nurture strong operational relationships with internal teams and clients. Dynamic customer service professional experienced in both call-center and retail store operations. Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Build and maintain enduring customer relationships to boost sales and generate repeat business.
Technical Summary:
Hardware: Dell Latitude, HP products, Various Network Printers
Operating Systems: Windows 3.11/95/98/XP/7/8.1
Software: Microsoft Office Suite, Netview/NCCF, CoFEE
Work History:
April 2015- Present E Freight Solutions Worldwide
Maintains database by entering new and updated customer and account information
Booked and scheduled shipments
Tests customer and account system changes and upgrades by inputting new data; reviewing output
Maintains data entry requirements by following data program techniques and procedures.
October 2014-March 2015 Telvista
Title: Customer Service/Helpdesk Analyst I
Act as first level support for Verizon data and voice outages/interruptions for internal/external clients.
Act as alternate support for the Shift Managers and Leads for process or management related questions or concerns.
Responded to all Severity 1 to 4 level issues related to Data & Voice network outages/interruptions, and latency issues.
Coordinated network outages resolution and hardware replacement with various Telecommunications companies, customers & Network Engineers; local and long haul.
Coordinated with Network engineering support, various Ops organizations, & support escalation representatives.
Facilitated conference calls in efforts of troubleshooting to resolution massive client/SLA impacting outages.
Opened, updated, tracked, and closed CoFEE problem tickets.
Maintained lines of communication between management, operations, account management and IT support staff.
Updated & created departmental process and procedures.
Routinely exceed call-handling goals, closing an average of 60 calls daily
(25% above quota) with a 75% first-call resolution ratio and an average
Diagnose, troubleshoot and resolve a range of software and hardware.
Is responsible for analyzing and rectifying problems.
Responsible for documenting occurrences on shift during shift turnover.
Interface with support for special system requirements and developing documentation for procedures.
Utilizes instructions and pre-established procedures to assist in the production of the job.
Responsible for diagnosing internal/external inquiries and work requests as they relate to maintenance and support of network related infrastructure.
Performs troubleshooting in the identification of applicable problems relating to network related issues.
Track and monitor the problem to insure a timely resolution as managed through an automated system
May 2013-September 2014 - YMCA
Title: Day Camp Counselor
Responsible for planning, leading, and implementing core and non-core programs and experiences for children in a small group setting.
Responsible for the general safety and development, growth, and skill achievement of the participants in my group.
Provided high quality outdoor educational and recreational experiences for participants.
April 2014-August 2014 - Race Trac
Title: Cashier
Responsible for collecting payments from patrons frequenting a gas station.
Accept payments for gas, food, medicine, cigarettes, or alcohol and deliver change.
Cleaned, collected, and disposed outside trash. Ordered stock, and priced and shelved incoming goods, and provided assistance and customer service.
January 2013-May 2013 - Lone Star Park
Title: Mutual Clerk
Sold checked and cashed mutuel tickets at racetrack. They read the entry numbers of specific entries in designated races.
They then depress the corresponding numbered key of the ticket dispensing machine that automatically ejects tickets requested by patrons.
They pay winnings to patrons. They may summon security personnel to apprehend persons attempting to cash fraudulent tickets and direct patrons to the information clerk-cashier or supervisory personnel to resolve questions of ticket validity.
In addition, they requisition additional cash as required. They are responsible for making up any cash outages.
August 2012-January 2013 – Walmart
Title: Cashier
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Issue receipts, refunds, credits, or change due to customers.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Greet customers entering establishment.
Lincoln High School -2008-2011
Graduated May 28, 2011 (High School Diploma)
El Centro College-2012-present
GPA-3.4
Relevant Coursework- Currently studying Intro to Business.
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