Customer Service Manager

Richard Cook

**** ******** *****, ************* ** 30043 614-***-**** **********@*****.***

Objective

To provide extraordinary customer service and build relationships with external clients in order to positively impact business results for the organization.

Education

B.Sc 2005 Northern caribbean University

Major: Information Technology

Minor: Communications

Certificate 2009 InfoServ Institute of Technology

Certified Internet Webmaster – Web Foundations (Internet Business/Site Development & Networking.

Desktop Publishing & Graphics Certificate

Web Design and Maintenance Certificate

Knowledgeable Skills: Quark-X-Press, Adobe Photoshop, Illustrator, Final Cut Pro, Camtasia, Corel Draw, E-Paper Program, Microsoft Word, Excel, Power point, Screen flow

Experience

Call Center Agent Teleperformace January 2017-Present

•Answering customer queries.

•Providing product information.

Application Support Officer Epic Technologies Kingston, Jamaica August 2016 – November 2016

•Assist in the development, testing and implementation of new/enhanced system software, to meet user requirements according to policies, procedures and controls, changing circumstances, and existing inefficiencies.

•Provide Application support to users via the Help Desk.

•Report unresolved problems to Management and software vendor.

•Demonstrate service sensitivity by passing on escalating problems to the Application Support Manager of EPIC TECHNOLOGIES to ensure that support decisions do not negatively impact the business.

•Assist in the transfer of skills gained through training and experience to other members of staff.

•Co-ordinate with support groups and other staff members in recovery situations to ensure timely and controlled resolutions to problems.

IT Consultant Jay Vee’s Enterprises Kingston, Jamaica June 2016 – November 2016

Maintenance of hardware – inclusive of upgrades or repairs to computer equipment.

Installation and upgrade of computer software as well as troubleshooting hardware and software issues.

Evaluating the functionality of the computer systems – virus and malware scanning and defragmenting hard disk. Installation of memory if needed and perform updates for operating systems.

Data entry.

Perform backup and restoration of company’s data on external medium to ensure data is safe, secure and retrievable in the event of a disaster.

Systems Manager key insurance company limited Kingston, Jamaica January 2016 TO July 2016

Supervising IT support staff.

Managing secure network access for local and remote users.

Scheduling regular maintenance and upgrades of systems and software.

Evaluating the functionality of systems and ensuring that the facilities meet user or project requirements.

Ensuring that the company is adhering to software licensing laws and keeping up to date with technology.

Generating reports from the software for internal and external use.

Troubleshooting software and hardware issues as well as upgrade and repair of computers.

Maintaining the IT budget and procuring computer items needed by the company.

Perform backup and restoration of company’s data.

Maintenance and repair of computer hardware & servers.

Conduct training for staff in use of specialized software (Underwriter and Daceasy).

Administrator of underwriting software used by company which included creating users and modifying access as required.

Junior Property underwriter key insurance company limited Kingston, Jamaica October 2014 to january 2016

Quote broker slips - various classes of business.

Integral part of the tender team and winning new accounts.

Liaise with brokers/partners to win or retain accounts.

Budget met and exceeded monthly.

Extensive knowledge of –Underwriter 4-D system.

Entering Transactions – new, renewal, correcting errors, pulling various reports.

Creating policy documents, for various types of policies.

A working knowledge of treaties (arrangements and wordings).

Involved in marketing team - billboards, print media, flyers and branding.

Internet Specialist The Gleaner Company Limited –kingston, jamaica August - November 2014

•Publish Gleaner e-paper.

•Edit and update content to be published on The Gleaner Online and The Star websites.

•Create thumbnail and section images for the Star website.

•Update ‘Newsium Images’.

graphic and web designer caribbean school –kingston, jamaica december 2013- august 2014

Responsible for content creation - for online training programs for Corporations.

Developed, Designed and maintained layout and features of the company’s website.

Create and maintain Moodle website.

Create shareable content object reference model (scorm) packages for LMS platforms – Vschoolz & Latitude Learning LMS.

Designed all flyers, banners, business cards.

Edit and Produce video tutorials.

Social Media Branding.

Cashier Walmart – Atlanta georgia - USA July 2013 to September 2013

Manager jade investment – Atlanta georgia - USA march 2012 to april 2013

Supervise daily operations of the business to ensure excellent customer service levels were maintained.

Motivate / Coach direct reports to achieve personal and organizational targets.

Monitor and manage reordering of stock and checking off of inventory when delivered.

Responsible for all marketing, promotions and designs.

Increased company profitability by 20% by creating an online presence (social media) as well as creating flyers for advertising.

systems ADMINISTRATOR key insurance company limited- kingston, Jamaica february 2007 – october 2011

System – Underwriter – 4D.

Trouble shoots / resolves system problems.

Monitor & maintain the company’s network systems and equipment.

Repair computer equipment not covered by third party vendor maintenance agreements.

Provide one-on-one user support for computer software to staff.

Diagnose and repair printers, internet, e-mail and other related computer issues.

Generate reports for department.

REFERENCES: Available upon request.

Contact this candidate