Customer Service Information Technology

Interest: Analyst Information Technology Developer

Profile

Hardworking, dedicated, and solutions-oriented professional, with experience in business operations and customer service. Knowledgeable of applied mathematics, computer science, and information technology; combined with expertise in utilizing development platform as well as design, coding, and analytics. Regarded for generating desirable and high-quality results under extreme pressure. Technically proficient in utilizing computer programs, such as Microsoft Office Suite (Word, Excel, and PowerPoint). C++/Java, Visual Studio, and MatLAB. Eager, quick learner with strong team-work ability.

Education

Master of Business Administration in Information Technology Management April 2015 Jones International University, Centennial, CO

Bachelor of Science in Mathematics, Minor in Computer Science Jul 2012 Virginia State University, Petersburg, VA

Additional Course work Operating Systems, Compiler Theory, Algorithm Analysis,, Programming Language, Data Structures, Statistics, Analyze Data, High Level of Accuracy

Coursework in Mechanical Engineering 2009

North Carolina A&T, Greensboro, NC

Professional Training

Process Coordinator Analytics Management Operations Research Fraud Specialist Customer Service

Career Overview

IT Coordination & Administration

Troubleshoot and provide level two end user technical support, resolving customer technical issues 100% of the time

Document escalated customer calls and provide timely resolution

Gather data to develop reporting and dashboards reflecting department performance

Collaborate with IT Asset Management to analyze operating practices, technology resolution processes and methods

Exemplified proficiency in learning and perfecting usage of a variety of software, new technology, and operating systems

Process Management

Create reporting for multiple call center sites, utilize reporting to analyze performance and identify process gaps

Document and communicate processes to various lines of business

Collaborate with process and project managers to ensure system access is establishment accurately

Business Operations

Provided assistance in the management while communicating with Supervisors, Peers, or Subordinates providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Analyzing information and evaluating results to choose the best solution and solve problems

Read and analyze charts supervised the maintenance activities, resulting in superior quality assurance results

Gained acknowledgment as one of the top 3 in the department

Served as an effective client manager, responsible for providing leadership to the team throughout the campaign

Exemplified proficiency in assessing results, analyzing trends, using statistics to make forecasts and to provide projected figures

Handled all complaints of the unauthorized or unknown usage of client accounts, carefully investigate all instances in order to come to proper conclusions

Facilitated meetings and presentation delivery

Took charge of all inbound/ outbound collection calls, applying exceptional, written/verbal communication and extensive professional experience

Obtained promotion/internship within several months by showing excellent work performance within the company.

Customer Service

Utilized excellent listening skills in interacting with the customer while showing empathy to establish rapport

Displayed excellent negotiation skills in overcoming objections regarding payments toward the their account as well as helped them in understanding their accounts and responsibilities

Carried out customer callbacks and probing for referrals

Demonstrated success in promoting and bringing in new customers

Professional Experience

Process Coordinator Capital One, Chester VA: June 2015– Present

Risk / Fraud Specialist Capital One, Chester VA: Apr 2013– June 2015

Sales Consultant/Customer Service Awireless, Petersburg VA: Nov 2012–Apr 2013

Client Executive, Sales/Customer Service Organo Gold/Quill Campaign, Multi Locations: Oct 2012–Oct 2013

Minister of Music Freelance, Multiple Locations: 2003–Present

Client Manager Executive Solutions Inc., Richmond VA: Aug 2012–Oct 2012

Substitute Teacher Brunswick County Public School, Lawrenceville, VA: Jan 2010–Jan 2012

Sales Associate Wal-Mart, South Hill, VA: Jun 2006–Jun 2009

Awards

National Honor Society American Scholar Governor’s Award

Activities

Project using C++, Projecting using Constraints to optimize company profit, A+, Security+ and Network + Certification in Progress

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