Telecommunications / Contact Center Support Professional

Creative, analytical, highly energetic Contact Center Operations Support Analyst with 4 years of experience in a global support environment. Consistently tasked to improve organizational effectiveness and efficiency through team leadership, peer mentorship and process improvement that increases the overall value add to the business units. Ability to quickly assess issues and utilize the appropriate response to meet the specific needs of the business. Ready, willing, and able to function in any role necessary to insure project success and on time project delivery. Exceptional interpersonal and communication skills with the ability to lead, motivate, and build strong teams.

PROFESSIONAL EXPERIENCE

Portales Photography (Part-time: Houston, TX) 12/2016

Marketing Communications Specialist

As a member of the Portales Photography team my responsibilities included engaging customers via telephone, email or live chat, to gain more knowledge of their requests.

Worked with customers to get details of the up-coming photoshoots

Public & Social Media Relations

Web & Print Content Development

Crime Stoppers

Handled technical troubleshooting within a small environment, including system crashes, slow-downs and phone outages. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).

Handled 30+ mission-critical calls daily and consistently met high service standards.

EDUCATION / AWARDS

Baytown Community College, Baytown, TX

Associate Degree (coursework on-going)

TECHNICAL SUMMARY

MS Office (Word, Access, Excel, PowerPoint), Lotus Notes, Windows 7-10 experience.

CORE COMPETENCIES

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

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