Customer Service Manager

MELISSA MIRENZI

OBJECTIVE

I am in pursuit of a PhD in Clinical Psychology, One day I plan on hopefully getting into some research with Johns Hopkins University to have a study of mine published which would allow for future action to take place; I want to inspire more research and awareness for certain faucets of mental health.

My entire career choice is centered around my outlook on life, and my personal view points to include my political stances. My entire life is dedicated to and revolves around helping others; it is just something that makes me feel good down to my spirit.

It’s important to know how significant this is to me and my entire approach to life because it inspires my drive and determination. I’m prepared to dedicate my life to this line of work, and I’ve already accepted that this path I have chosen will encompass all areas of my life. I’m nothing short of hard working, focused and determined. I like to work with others to an extent because there is always something I can learn and apply to myself. I don’t believe in clichés, so I won’t list the cliché character traits, but one thing you will hear recurring from my references is my eagerness to work, and take on new tasks. I do quality work, and I do so in an efficient manner. I’m always improving my work habits and never close myself off from criticism.

I’m looking to gain experience as a professional working class woman as well

SKILLS & ABILITIES

DTS Certification (partial)

Security Clearance

IA Certification

MS PowerPoint and Excel Proficiency

SharePoint Awareness (create site, manage tasks)

On-Boarding Processes (MIL, CIV CTR)

CDRL Filing / Tracking

Standardized customer responses

Creation / Managing SOP documents

Coping and scanning

Typing minuets and memos

Fred Pryor trained admin skills

Creating and maintaining a positive work environment

Tacking criticism and implementing change where necessary

Adapting to new and changing work environments

Taking on and completing tasks as asked in a quick and efficient manner

Communicating with both leadership and co-workers effectively

Acquiring new skills and capabilities quickly and efficiently

EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE / TICKET DISPATCHER – IT HELP DESK

Dec.29, 2014 – Jan.1, 2016

IPPS-A / Maryn Consulting

200 Stovall St, Springfield VA

Logging and tracking all requests and IT concerns as they come in, and routing the appropriate team member. Escalating tickets to the appropriate team member or lead. Providing customers with responses, answers, and completing basic troubleshooting. Tracking dates, and ticket numbers of software requests and any escalated IT Ticket; to ITA. Sending ticket statues to customers. Tracking and monitoring In and Out Processing personnel.

Coming in to this position, I was given a title but no guidance as to how to function as a CSR, especially for an IT Help Desk. I created a system of both physical tracking and virtual tracking; I had a binder for completed tickets and escalated JSP machine repair, a binder for Software requests, and a binder for Supply requests and another for On-Boarding Personnel. . I created a method using Outlook signature to create automated responses out updates/statuses, escalated tickets to our Network host facilitators (JSP), and completed requests, Asset Management Requests, and even requests that required information from the IMO/ Security Officer. There were many people coming and leaving off the program, which is usual for a big program such as IPPS-A, there needed to be an automated system for tracking In Processing and Out Processing personnel down to their account request / UAR number and if their equipment was prepared for set-up. I tediously crafted and perfected a system that was then baselined for a digital system instead of my physical tracking. I made sure I corrdinate3d with all members of the office daily about ticket updates and closed tickets in our tracking system as necessary. Every day I printed off the calendars from our conference rooms and if IT Support was needed I coordinated with the corresponding technician to get the job done.

CUSTOMER SERVICE REPRESENTATIVE / INVNETORY SPECIALIST - ASSET MANAGEMT / IT HELP DESK

Dec.29 – current

IPPS-A / Maryn Consulting

200 Stovall St, Springfield VA

I track all in and out going supplies and non-serialized equipment. Once a month I inventory all supplies and non-serialized equipment to report to the Asset Manager and Government Lead. I coordinate with the Business Management Division on behalf of the Asset Manager for approval of supply procurement. I then coordinate with IT Help Desk CSR for proper tracking and requests of equipment to include serialized components.

I work as the liaison between the Asset Management team and the clients that come to the Help Desk for Asset requests. I dispatch tickets for supplies and non-serialized equipment. If the request requires a Hand Receipt for serialized equipment, a work order to building maintenance or information only the Asset Manager is obligated to comply with, I escalate the request within our team. All the while I act as a CSR, updating the clients with their ticket statuses. Additionally I am the Inventory Specialist for all supplies and non-serialized equipment. In order to track the flow of supplies and such coming in and out of the office I have created a system of physical and digital tracking that is compliant with our email mailbox system. I take inventory once a month, sometimes more depending on the amount of supplies we have coming in this month, and update my spreadsheet that is used by the Asset Manager and our corresponding Government Lead to purchase additional supplies. I coordinate also with the IT CSR with supply requests, acting as his back up when he is out of the office, and have created a system of physical tracking for requests the come in while I am out.

JUNIOR APPAREL MANAGER

May 5, 2014-August 15, 2014

Modell’s Sporting Goods

6701 Frontier Dr, Springfield VA

Sorted and put out new apparel pieces as they were delivered. Helped Apparel Manager arrange Apparel Department. Inventoried apparel. Assisted customers with any questions helping or finding apparel pieces. Selling add-ons and additional apparel items. Meeting the quota of the day for number of specific items to be sold. Coordinated with regional stores to receive or send clothing items us or they did not have in stock. I also had to constantly know what items of which size, color and material we had in stock; and once we got the delivery on Fridays I was to then track, count and organize for display. Much like the inventory job I have now I had to let the Manager know when we were running out of apparel and what items to stock up on for each new season.

EDUCATION

NORTHERN VIRGINIA COMMUNITY COLLEGE

Associates - Psychology

3.2 GPA

Phi Theta Kappa (PTK)

Psychology Club Member

Intramural Soccer

UNIVERSITY OF KANSAS (ONLINE)

Bachelors of Science- Psychology

3.2 GPA

Online Program Scholarship

COMMUNICATION

Follow up POC for Help Desk concerning asset requests

Coordination with divisions for clarification of requests where additional information necessary

Relaying messages for asset manager of any requests

Submission of paperwork to coordinating government leads pertaining to asset requests for approval

Coordinating with program PM and external programs dealing to include event planning

OTHER DUTIES/RESPONSIBILITIES

Internal Communications Team

Back-Up Executive Assistant

BAH Rep for event planning (external and internal programs)

Back-Up On-Boarding Admin

Request to create documentation of work flow chart for dissemination of new equipment as part of a plan to replace old laptops out of warranty with new ones

Request to create and track full supply inventory complete with a master sheet in multiple locations

Volunteered to create two different job positions; Administrative Assistant and IT Help Desk Ticket Dispatcher

Created method of tracking action items for the Help Desk; to include on-going tasks, hot action items and tasks to be escalated

Requested to create means of tracking IT Tickets to include equipment repair, asset requests, and software requests both virtually and physically

VOLUNTEER EFFORTS

USO CENTER – WOUNDED WARRIORS

ONEBRICK

BREN MAR – TEACHER ASSISTANT VOLUNTEER

TUTOR – LATIN

MIDDLE SCHOOL CLUB ORANGE – STUDENT ASSISTANT

2012 PRESIDENTIAL ELECTION POLL PAGE

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