Customer Service Microsoft Office

AFIYA ALI-HUSSAIN

***** ********* ******, ** ***** 248-***-**** ***********@*****.*********.***

Professional Summary

New opportunity as a Data Analyst, that continues to challenge my creativity, communication, and technical skills in a well-established organization. My personal goal is to always provide exceptional customer service, best possible solution to enhance the average users experience in Information Technology and world-class solutions in Business Intelligence.

Education

BACHELOR DEGREE APRIL 2007 DAVENPORT UNIVERSITY

Major: Computer Information System

Minor: Business Administration

Java Programming / Online Training – December 2014

Java Personal Coaching- January 2017- present

Skills & Abilities

Technical

Executive Decision Making Database/System Management

Strong Analytic Skills Java Programming

Case Management MySQL database

Supervisor SDLC

Monitoring progress Microsoft Office Suite

Problem-solving ETL Tools

Written Communication Reporting Tools

Data Share Seibel

Eclipse IDE JDK, JRE

Two years Java Programming online training

Write SQL commands using SQL*Plus utilities, create database tables, run SQL Queries

Script and run Java codes using Eclipse IDE.

17 Years of customer service experience

Generate 10-15 GM Customer Call Center cases daily using Seibel

Process Excel Reports and Business Cases through Data Share

Ability to navigate multiple computer systems

Navigate through multiple database and Excel worksheets to enhance the GM experience and retain customers

Type 60-70 WPM

Speak 2nd language- Bengal

Experience

EXECUTIVE LIASION GENERAL MOTORS OCT 2014 - PRESENT

Respond to GM Executive members email correspondence.

Handle time sensitive cases that require prompt and efficient respond.

Handle cases with a sense of urgency and commitment to customer experience

Analyze sales documents, finance agreement Actual cash value sheet Dealer Recap Sheet, BARS sales invoice.

Complete and submit vehicle repurchase document to Morley via ePRA and RVDC.

Provide service recap to Field Engineers to assist in vehicle evaluation.

Correlate with Business Process Leaders and Brand Quality Managers by providing vehicle service records and completing case reviews to determine an action plan.

Obtain resolutions pertaining to warranty, repairs, and reimbursements.

Research customer issues on GM Answers related to warranty, repairs, and reimbursements, to aid in the resolution process

Making outbound calls to dealerships to negotiate resolutions to enhance the GM experience and retain customers

Researching customer issues to ensure satisfaction rating is met while making strong business cases.

Asking open ended and probing questions to understand the consumer’s needs

Build relationships with consumers and dealerships to provide excellent customer experience, every customer, every time

Follow up regularly with customers and dealers to obtain satisfactory case closure.

Work well in fast paced environment in monitoring and processing 25+ caseloads at all times

Manage cases with 90- 100 percent quality performance.

Floor support- facilitate case escalations and monitor Tier 2 advisor process

Assist Team Leader on reviewing and closing cases

Recognition for excellent customer service, “WOW” calls.

Recognition for living our vision & values- relationship matters, recommended by Team Leader

DESKTOP SUPPORT ANALYST (VOLUNTEER) MANAGEMENT ACCOUNTING INV CORP OCT 2011 – OCT 2013

Analyze problems research solutions and escalate calls to appropriate departments

Responsible for taking inbound and outbound calls on a daily basis

Offered excellent telecommunication and interpersonal skills with customers and vendors, in addition to all levels of management.

Implication of troubleshooting steps and solutions

Maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems and network printers

Operate as service point-of contact for help-desk, helping to diagnose, troubleshoot, and resolve technical issues via phone, email or onsite.

Active Directory and Exchange account administration

Well written and verbal communication with customer to resolve software issues in a professional manner

Create, test and managed desktop image standards

Responsible for setting up Desktops Printers, Fax Machines, and Laptops

Experience in performing installations, upgrades, maintenance and troubleshooting.

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