Customer Service Microsoft Office

Eryne Knoxmailto:*******@*****.***

Summary of Qualifications:

●Experienced in multi-tasking while providing excellent customer service skills

●Experienced and trained to resolve issues through a ticketing system

●Trained to work in Windows 7 operating system

●Graduated from Focus Hope’s CompTIA A+ IT training program

●Experience troubleshooting mobile devices and computers

●Experienced in assisting clients in increasing their digital marketing footprint

●Equipped to handle inbound and outbound calls at high call volume levels

●Microsoft Office 2010 basic skills – Word, Excel, PowerPoint and Outlook

●Effective written and verbal communication skills

●Excellent typing skills

Certifications:

6/14 CompTIA A+ 220-801

2/13 Certified Business Professional in the area of Customer Service

2/13 Microsoft Office Specialist (MOS) in MS Excel 2010

Work Experience:

11/9/2015-7/29/16 Genpact Online Specialist

I was apart of the bulk verification team where I was responsible for troubleshooting various complex issues related to uploading chain businesses to Google without error or incorrect information

●I performed troubleshooting and assisted Google users with various issues related to Google My Business products and services as they come through a ticketing system while remaining in the 90 percentile for my performance level

●Assisted users in evaluating and implementing proven methods to increase their digital marketing footprint

●Assisted users with the optimization of their Google My Business listings while educating them on how to increase their overall web presence and how to utilize Google Adwords.

6/15/2015-11/6/2015 North American Bancard IT Support Technician

●Effectively troubleshooted complex issues pertaining to credit card terminals as well as remote accessing into PC’s when troubleshooting and assisting merchants with processing over Ethernet.

●Performed inbound/outbound calls to ensure merchants are knowledgeable about any important updates as it pertains to their terminals and any new policies being implemented

●Assisted users with accessing important processing information regarding their business transactions

5/2013-2/2014 Aditya Birla Minacs IT Support Technician

●Performed complexed troubleshooting and resolved issues stemming from a ticketing system for iOS mobile devices and computers in relation to Apple product functionality in a team setting

●Remote accessed into PC’s and Mac’s to troubleshoot and assist users with issues related to iTunes and other things that could be related to the malfunction of apple applications.

●In charge of sales for various Apple products

●Handled inbound/outbound calls at high call volumes

Education:

3/2014-6/2014 Focus: HOPE, Informational Technologies Center Detroit, MI

Completed an on-site training course to certify for the Comptia A+ certification, which qualifies me to be able to troubleshoot and help users work with the windows 7 operating system.

3/20011 Focus: HOPE, Informational Technologies Center Detroit, MI

Completed basic skill level training in Microsoft Office 2010: Word, Excel, PowerPoint and Outlook; Windows 7.

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