Customer Service Representative
Resume:
Lisa Cantu
Greeley, Co *****
***********@*****.***
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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