Customer Service Representative

***** ******** **** ***, *** ***, Riverview, FL **578 813-***-**** **************@*****.***

Samantha Miller

Summary

I am a customer oriented professional with experience in customer service, operations, implementation, and information technology. I work closely with project stakeholders, Subject Matter Experts and other staff to understand the technological needs of the business. I coordinate with business stakeholders and IT stakeholders across all phases of the software development cycle. I preform all Gap, Risk, and/or Cost-Benefit Analysis. I help facilitating quality assurance and User Acceptance Testing (UAT), as well as the creation of training materials.

Experience

May 2012- Present

First Advantage

St. Petersburg, FL

Business Analyst

As a Business Analyst I identify the goals of implementation projects. Analyze the goals and identify the business needs. I work with the development team to design the best solution for meeting the goals identified, and then write business requirements including user stories, functional specifications, and use cases for the project. Once development is complete I assist with quality assurance, and ensuring what was developed met the overall goals of the project. I work closely with stakeholders on documentation and training materials. Lastly, I provide support for the software and help troubleshoot issues as needed.

Oct 2010 – May 2012

First Advantage

St. Petersburg, FL

Software Support

Triaged all incoming IT support tickets. After analyzing the issue, I was able to resolve 90% of the tickets received. The other 10% I would assign to the appropriate developers to research further. I identified trends from the incoming tickets allowing our team to focus on overall issues. I assisted management in prioritizing tickets in queue. I was able to provide historical information to developers to assist with any issue they were working to resolve.

Mar 2009 – Oct 2010

First Advantage

St. Petersburg, FL

Client Service Consultant

As a Client Service Consultant I was the first point of contact for a portfolio of Major Clients. I maintained a working relation with our clients, by having scheduled calls, monitoring their account transactions, providing reporting to the client of all transactions. I would identify any issue and work with the designated teams to work through issues until resolved. Ensure that appropriate changes were made to resolve customer issues. When possible I would offer new products and services that would align with the client’s needs.

Feb 2008 – Mar 2009

First Advantage

St. Petersburg, FL

Customer Service Supervisor

Responsible for our outsourced customer service provider. I would answer all questions that were outside of their ability to resolve, including any escalations. I monitored their performance and provided feedback to the managers. Also provided support to operations department.

Apr 2004 – Feb 2008

First Advantage

St. Petersburg, FL

Customer Service Representative

Responsible for answering inbound calls. Provided answers to questions and inquiries, address customer concerns and resolving immediate customer issues. For issues that needed further assistance, I would gather information and report it to the appropriate department. I would follow up any issue, and provide updates to the customer until the issue was resolved.

Sep 1999 – Apr 2004

MacDill Federal Credit Union

Tampa, FL

Customer Service Representative

Responsible for answering inbound calls. Provided answer to account inquiries, and facilitated authorized transactions. In addition, I worked on a team that processed incoming mail transactions, as well as internal transactions that needed to be processed.

Education

Aug 2000 – May 2004

Hillsborough Community College

Tampa, FL

Associates, Education

Education

Aug 1995 – May 1999

T. R. Robinson High School

Tampa, FL

High School Diploma

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