Lisa Cantu

**** *. **** **. **

Greeley, Co *****

970-***-****

acv03c@r.postjobfree.com

OBJECTIVE:

To obtain a position in a dynamic and growing company where I can utilize my training skills and drive improvement.

HIGHLIGHTS OF QUALIFICATIONS:

I have a proven ability to manage a high performance helpdesk operation in a fast paced environment utilizing communication, multi tasking and organizational aptitudes while optimizing GDF strategies and best practices. I have excellent business skills in developing executive communication and the ability to present data to customers and IBM executive teams. I am a proven self-starter with the ability to analyze business operations and resolve account challenges with innovative solutions.

SKILLS / TRAINING SUMMARY:

Expertise: Team Building, Front End Supervision, Report and Spreadsheet Preparation, Staff Development and Training

Environments: Windows 95, Windows NT, Windows 2000, Windows XP and Novell Netware, Active Directory, Remote Desktop

Software / Applications: Quick Books, Sage, Qfiniti, Picasso (Remedy), McAfee Helpdesk, TSD, MS Office Suites, MS Outlook, Microsoft Exchange, Internet Explorer, Lotus Notes, Avaya CentreVu Supervisor, Avaya IP Agent, Knowlagent, Intradiem, Udutu, Live Person.

PROFESSIONAL EXPERIENCE 2013-2015

IBM – Quality Team

Boulder, Colorado

Quality Analyst

My mission is to improve customer satisfaction and agent satisfaction by providing consistent call handling quality, thus ensuring that customers have an excellent experience with all MWSD Customer Service Centers

I provide a consistent quality monitoring program across all MWSD Customer Service Centers

Pro-actively identified, measure and report on training needs, customer trends, group and individual areas which need improvement

Improve the overall efficiency of CSRs and service delivery through positive, constructive feedback

Ran calibration sessions with several teams each week to review QTM misses

Trained new monitors as well as seasoned monitors

Ran Call Monitoring Reports to analyze trends for continual improvement

Conducted coaching session to create action plans for improvement. Helped guide each QTM monitor to give follow up training with agents after an evaluation miss

If we had recording problems I was able to create a ticket and work with AT&T until all issues were resolved

Trained new evaluators on TQEs

Provided feedback to managers and monitors after evaluations were completed

Updated process and procedures in CKM as needed

IBM – GLOBAL SERVICES

Boulder, Colorado 2009-2012

Team Lead/ Intradiem Focal

Utilizing leadership skills, customer service skills and technical ability to manage day to day help desk operations for multiple customers as identified in the Service Level Agreements

Provide leadership and direction to Help Desk staff by understanding business processes, gathering requirements, identifying and addressing potential process issues, ensuring the highest level of quality is maintained

Develop and maintain current help desk processes and procedures

Customer focal for escalation and customer satisfaction issues

Statistical analysis and reporting on Service Desk incidents, identifying trends, areas for improvement and training opportunities

Responsible for technical training for new and existing employees

Intradiem focal for over 100 agents within Pool 1

Became Intradiem training focal for Pool 1, Pool, 2 and Pool 3. Also trained focal for American Express

Created over 900 Intradiem courses for several different helpdesk accounts. Goal of 20-30 new courses weekly

Performed Demos of Intradiem for prospective IBM customers

Developed skill based training for multiple commercial client accounts

IBM – GLOBAL SERVICES

Boulder, Colorado 2003-2009

Customer Service Representative/Outage Coordination/Trainer/Knowledge Management Coordinator/SME

Served as a first point of contact for multiple accounts from a remote location as well as an onsite location Performed knowledge gathering, creation of documentation and initial setup of helpdesk for account transition

Provide technical and leadership assistance to co-workers

Handle customer escalations electronically and over the phone

Provide customers with troubleshooting and resolutions for problems with Windows OS, Office Suites, Lotus Notes and other account specific applications in a timely manner; minimizing the impact on productivity as well as increasing customer satisfaction

Process and report critical outages to the helpdesk agents and the customer. Respond urgently to issues impacting day to day productivity for the customer

Respond and troubleshoot problems electronically submitted via the internet by the customer

Train agents new to the customer support field as well as provided follow up training for existing agents

Processed daily and monthly account status reports and reported to the management team. Create weekly and monthly knowledge management reports which are provided to the management, project team as well as the customer

Attended weekly meetings with the project office and customer

Create, update and add new documentation to the knowledge base. Provide continuous improvement feedbacks to the knowledge base

Continued to develop professional, leadership, customer service, technical, and have enhanced my business skills

IBM – GLOBAL SERVICES

Boulder, Colorado 1999-2003

Level 1 Customer Service Representative

Single point of contact for Johnson & Johnson operating companies, both in the office and from a remote location

Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity

Provide customers and teammates with accurate technical solutions in a quick and timely fashion to support our Service Level Agreements

Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers

Provided assistance to the accounts Team Lead. Have fundamental knowledge of CentreVu

HIGHLAND, INC (IBM)

Longmont, Colorado 1997-1999

Level 1 Customer Service Representative

Served as the first point of contact for Lucent Technology customers’ technical questions and issues regarding email using Microsoft Exchange and Microsoft Outlook

Assist in the resolution of user and support issues among Lucent Technologies to ensure timely distribution of knowledge and positive impact on user satisfaction

Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with contracted Service Level Agreement metrics

Participate in team efforts and projects that enhance the quality or efficiency of help-desk service

Assist in special product-related issues as requested by customers

Developed professional, customer service and technical skills

EDUCATION

ROOSEVELT HIGH SCHOOL High School Diploma, 1992

HDI Certified

REFERENCES AVAILABLE UPON REQUEST

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