Customer Service Management

WORK EXPERIENCE

Asset Management Technician, *MD Inc.

May 2016 – Current

Provides timely and professional customer service for Microsoft employees who need to check-out mobile devices for testing and development.

Responsible for inventory management and upkeep of several hundred phones, tablets and laptops running a variety of operating systems (iOS, Android and Windows).

Updated backlogged documentation, optimized check-out website and developed comprehensive spreadsheet for device organization within 2 months of being hired.

Account Team Leader, Agile Impact Group

October 2013 – November 2015

Implemented social media growth and improved Google results for high profile clients including Fortune 500 CEOs, Wall Street hedge funds and Supreme Court case participants.

Managed the day-to-day of a 5-person Accounts team while taking point high-priority accounts.

Set up and maintained both Windows 7 and OS X workstations. Regularly took part in troubleshooting networking and printer related problems within the office.

ADDITIONAL ACTIVITIES

Crisis Line Volunteer, King County Crisis Line

April 2013 – December 2013

Handled mental and emotional health situations over the phone ranging from general depression to psychotic breaks and suicide threats. Typically 4-6 calls per shift.

Coordinated with supervisors to keep database of callers updated and keep the phones staffed by ensuring backup volunteers were available.

3-month course on phone communication, crisis management and information on Washington state mental health/addiction organizations.

SKILLS

Lifelong experience with computer hardware and software. Skilled with Microsoft Office and analytics tools.

Between 2-3 years of project management experience and 6 months of team leadership experience.

Self-directed and resourceful, can manage workflow for both self and a team without supervision. Accustomed to improvising solutions to deadlines with any tools and information at hand

Familiarity with Wordpress, 2 years of writing technical blogs, client presentations and tutorials.

Strong communicator over email, phone or in person to all audiences. Professional experience with all major social media sites.

EDUCATION & CERTIFICATIONS

CompTIA A+ Certification

CompTIA Network+ Certification

Bachelor of Science in Psychology University of Washington, Seattle

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