Rocio Gracia

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

Chicago, IL 60651

Residence: 773-***-****

Cellular: 773-***-****

Email: acxadj@r.postjobfree.com

Qualifications Summary

Highly personable Customer Service and Technical Support Professional with over ten years of experience in the account management, claims, sales processing, and call-center operations within the telecommunications and retail industries.

Assist customers in answering questions and troubleshooting via the phone.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Expertise in resolving escalated customer service issues

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, and Microsoft Outlook®), type 65wpm.

Fluent in both English and Spanish

A responsible, dependable and flexible individual possessing the ability to pick up new processes quickly

Remote Assistance

Professional Experience

CIN Group, Chicago, IL

Technical Support Representative II June 2010 – Present

Provide technical support to customers via telephone and e-mail

Document technical developments and technical support information on our Intranet for other staff members

Assist with other customer service areas: answering questions about our software product for potential customers and taking incoming sales calls

Document and review customer suggestions in our tracking software

Work with the development team to provide feedback regarding new features

Assist with product testing: test software according to protocol, isolate and document bugs

Maintains technical expertise and knowledge about new versions and products

Remote assistance via Bomgar, remote desktop

Increase knowledge of maintaining extensive form revisions and changes as a result of Federal Forms and local forms.

Role in being a leader in support other tech support staff members

Wolters Kluwer, Chicago, IL

Technical Support Specialist June 2010 – Present

Provide technical support to customers via telephone and e-mail

Document technical developments and technical support information on our Intranet for other staff members

Assist with other customer service areas: answering questions about our software product for potential customers and taking incoming sales calls

Document and review customer suggestions in our tracking software

Work with the development team to provide feedback regarding new features

Assist with product testing: test software according to protocol, isolate and document bugs

Maintains technical expertise and knowledge about new versions and products

Remote assistance via Bomgar, remote desktop

Salem Group Assignment with Great Lakes Dredge and Dock Company, Chicago, IL Accounts Payable Clerk April 2010 – May 2010

Data entry on AS/400 System

Filing reports for employees and consumers

Scanning and Indexing reports

Searching and printing invoices

Enter Expense Reports In Kofax System

SMX Assignment with Wrigley & Mars, Chicago, IL

Reverse Logistics Customer Coordinator September 2009 – February 2010

Work closely with four departments to maintain quality and open communication

channels.

Knowledge of SAP System

Coordinates order fulfillment efforts for a defined set of customers and create consistent call notes utilizing the proper format

Maintain communication with management and sales for return approvals

Maintains customer transaction files

Apex Systems Assignment with McGraw Hill, Burr Ridge, IL Technical Support Representative July 2009 – September 2009

Responsible for validating bugs/major issues with products to appropriate supervisor, product teams, engineering and/or vendor.

Knowledge of Salesforce (CRM) System

Coordinates order fulfillment efforts for a defined set of customers and create consistent call notes utilizing the proper format

Representing the team on special projects/initiatives

Conduct Webex/Training sessions for instructors on digital products

Process email requests and issues sent to the call center for digital products

Riverside Publishing, Rolling Meadows, IL

Customer Service Representative April 2008 – December 2008

Work closely with four departments to maintain quality and open communication

channels.

Knowledge of the SAP System

Coordinates order fulfillment efforts for a defined set of customers and create consistent call notes utilizing the proper format

Supports field representatives with post-sale customer needs

Educating the customer on Clinical and Education products

Participates in research and training projects

Maintains customer transaction files

Software Support

Verizon Business, Chicago, IL

Meeting Manager September 2003 - October 2007

Work closely with four departments to maintain quality and open communication

channels.

Knowledge of the CCRS Reservations System

Edit a reservation and create consistent call notes utilizing the proper format

Locate and review prior calls, contact the customer for a pre-call meeting

Educating the customer on features to be used on a call

Support Specialist July 2001 - August 2003

Troubleshoot and facilitate repair of bridging equipment

Assisting IT as needed

Mentor and train new coordinators on conferencing department equipment and software

Acted as Lead Coordinator and Net Specialist for a Fortune 500 Company, troubleshoot and give support for firewall issues

Customer Service April 1997 - June 2001

Execute the bridging of local, long distance, and international conference calls for major corporations and organizations

Providing total customer confidentiality and satisfaction

Billing and order checking call once the calls in CCRS Order Check System

Prepare and organize proper documentation for a premier conference call

Education and Training

Associates in Applied Science Degree – Network Engineering

2001 - 2003

Westwood College of Technology, Schiller Park, IL

Bachelors Degree in Information Systems Security

Certifications: MCP

MCSA

Pursuing

Devry Institute, Chicago, IL

Summary of Skills

Assets:

Bilingual (Spanish/English) Read, Write, Speak, Good Interpersonal Skills and Creative, Numerical and alphabetical organization skills

Office Equipment:

Fax, Binding Equipment, Xerox Machines, Scanner

Software:

MS Word 97 & 2000, Excel, Lotus 123, Access, Powerpoint and proprietary software for data entry, SAP, AS 400

Typing

65 wpm

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