Help Desk Administrator / Customer Service Representative

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[RESUME OF KIMBERLY E. MOORE]

Enclosed is a brief introduction of myself professionally.

Kimberly E. Moore

*** ******** **** ****

Lawrenceville, Ga. 30045

Dear Human Resources:

I am writing in response to your advertisement for a Customer Service Representative. After reading your job description, I am confident that my skills and my passion for pleasing customers are a perfect match for this position.

I would bring to your company a broad range of skills, including:

Excellent Team-work, Effective, Efficient Work

Top notch Customer Service

Dependability

Fast & Eager Learner

I welcome the opportunity to further discuss this position with you. If you have questions or would like to schedule an interview, please contact me by phone at 678-***-**** or by e-mail at ***********@*****.***. I have enclosed my resume for your review, and I look forward to hearing from you.

Sincerely,

Kimberly E. Moore

Enclosure

982 Simonton View Lane, Lawrenceville, Ga. 30045 *678-***-***** ***********@*****.***

Kimberly E. Moore

Objective: Seeking a position with growth potential where my discipline, positive attitude, professionalism, and untiring efforts can be utilized.

Experience:

Helpdesk Administrator

Source Support Services, Inc.

September 2014 – Present (5 months) Suwanee, Georgia

Create, monitor & track help desk tickets.

Assign tickets to the appropriate HDE's to further assist clients with equipment repair.

Monitor Salesforce console for new repair tickets.

Answer all customer/client emails in a timely manner.

Answer calls from the support line.

Check in/out technicians for repair on-sites.

Provide warranty information on supported equipment.

Process sales order for new & replacement equipment.

Collections Specialist

McKesson Health Solutions

December 2013 – August 2014 (9 months) Norcross, GA

Medical data entry.

Processing payments for medical accounts.

Setting up payment arrangements & applying account discounts.

Receiving EOB's to apply insurance payments to accounts.

Sending & receiving confidential health information while complying with HIPPA Law guidelines.

Explaining basic insurance coverage.

Member Services Representative

National DCP, LLC

2012 – 2013 (1 year 3 months) Duluth, Georgia

Assist franchise members with all necessary services to run their businesses effectively on both the front & backend.

Receiving inbound calls, placing outbound calls to assist with an inquiries from members.

Logging delivery errors from truck drivers with delivery issues and shortages.

Complete account management.

Providing delivery ETA.

Placing orders for members to supply Dunkin Donuts/ Baskin Robins Brand locations.

Work from Home Customer Service Agent

TeleTech

2011 – 2013 (2 years) Georgia

Answer high paced inbound sales calls from my home office.

Process recall verification forms for General Electronics products.

Running reports on the number of recalled devices that have been verified.

Scheduling appointments for repair or replace of General Electronics products.

Customer Service Representative

Fabric.com

2010 – 2011 (1 year) Kennesaw, Georgia

Utilize a high paced chat portal to assist customers with account needs.

Answer and reply to customer emails, phone calls, chats & voicemails within set metrics guidelines.

Research and provide all necessary product information to customers as requested.

Locate shipping information on all orders.

Keep an eye on all inventory levels for item reorder needs.

Retention Specialist

Convergys

2008 – 2010 (2 years) Ft. Hood, Texas

Account management for Capital One credit card accounts.

Utilize retention practices to retain customers requesting to cancel services.

Explain credit card dialogue such as APR, Available balance, Minimum payments & etc. to customers.

Process payments/Setup payment arrangements.

Issue balance statements upon request.

Technical Support Representative

Teleperformance

2006 – 2008 (2 years) Albany, GA

Troubleshoot and diagnose DSL connection issues over the phone.

Setup VPN’s (virtual private networks) for clients remotely.

Submit orders for replacement equipment & provide shipping details.

Schedule appointments to send technicians out to further troubleshoot DSL connection issues onsite.

Performing password resets.

Setting up user email accounts.

Managing setup of wireless networks through Wi-Fi connection.

Education:

2002/2006 Dougherty Comprehensive High School Albany, Georgia

College/Technical Prep Seal

2014/2018 Grand Canyon University Online

Bachelor’s Degree in Business Administration concentration Business Intelligence

Professional & Personal References Available Upon Request.

Contact this candidate