Customer Service Technical Support

Dericka G. Johnson

** ******* ******, **** ***

Owings Mills, Maryland 21117

Home: 410-***-****

Mobile: 410-***-****

***********@*****.***

OBJECTIVE

My objective is to gain meaningful employment with an organization that allows for personal satisfaction, while meeting organizational goals.

PROFESSIONAL EXPERIENCE

Technical Support/Customer Service Representative

Verizon Wireless

Hanover, Maryland

March 2015 to Present

As government technical support for Verizon Wireless, I assisted government employees in providing expert support for advanced products and services. I assisted customers in working through decisions that benefit their organizations. Answering billing and service inquiries were also a part of my duties. I diagnosed and resolved issues over the phone while presenting customers with additional services and products. This aided in creating new lines of revenue for the organization.

Emergency Dispatch Operator

Anne Arundel County Police Department

Glen Burnie, Maryland

November 1999 – March 2015

As an emergency dispatch operator for the Anne Arundel Police Department, I worked independently to assist callers by ascertain the nature of their call as well as their locations to determine the best response. The response may require the dispatch of police, fire service, and or emergency ambulance service. I prioritized calls and follow establish procedures to determine whether to dispatch non-emergency or emergency services. I routinely make record of each call and dispatch. I used computerized data systems and a teletype network to retrieve and update information regarding wanted persons, stolen property, vehicle registrations, and stolen vehicles. I acted as a liaison to other law enforcement agencies and communicated information when needed. I maintained access to and secured highly sensitive materials. Status charts for emergency response field units were reviewed to determine availability of units. I examined alarm registers and maps to determine whether a specific emergency is within the dispatch service area. I also provided directions to locations using small scale maps. Routinely, I answered inquires and referred calls that do not require dispatch units to the appropriate departments and agencies. CAD Computer System was an essential part of training new hires. I ensured new hires were properly trained and could understand the system before they were allowed to work independently. I assisted in training new hires using the Pro Q&A Training Police Dispatch Protocol Procedures. I trained new hires on the Vesta Phone System which utilizes emergency medical systems and non-emergency call system which has multiple trunk lines. Orion Mapstar Data was also a part of the training as it is used to plot the locations of emergency medical systems and cellular phone calls. New hires were trained on how to plot locations manually as well. I obtained passing grades to maintain my certifications.

Teledata Representative

Automatic Data Processing, ADP

Owings Mills, Maryland

December 1998 – November 1999

As a part of Automatic Data Processing (ADP), I entered data in the Auto Pay Plus system and the Auto Pay II system. The data entered was received from clients on pre-arranged call-in schedules. I maintained records of call-in schedules and followed up with assigned clients on issues related to their specific payroll. As a team player I assist other representatives with their duties. I referred urgent client issues to the appropriate departments or to upper management for resolution.

Exceptions Processor

Household Bank

Hanover, Maryland

August 1997 – December 1998

I supported the Household bank team by reviewing processed payments to identify data entry errors. Unapplied payments were applied to outstanding customer accounts. As a team leader, I coordinated and monitored payment processing by team-members to ensure timely and accurate posting to outstanding claims were made. I followed company policies and procedures to ensure compliance guidelines were upheld. Supporting the data entry processing team as well as miscellaneous duties were performed.

Skills

Microsoft Office

●ADP Auto Pay Plus System

●ADP Auto Pay II Payroll System

●VESTA Emergency Call Processing System

●Tiburon Computer Aided Dispatch System

Training

●Emergency Dispatch Protocol Training

●Police and 911 Protocol Training

●Active Shooting Seminar

●Domestic Violence Training

●Hostage Negotiation Training

●Gang Tagging and Habits of Gang Members Training

●Customer Relations Training

●Instructor – Sit Along Training

●VESTA Emergency Call Processing System User Training

●Tiburon Computer Aided Dispatch System User Training

●ADP Auto Pay II Payroll System User Training

●ADP Auto Pay Plus System User Training

EDUCATION

Randallstown High School, College Preparatory Studies - 1985

●Baltimore School of Hair Design, School of Cosmetology – 1990

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