Customer Service Technical Support

LISA CRUZE

H: 316-***-**** ****.*****@***.***

** ***** ** * ******** and networking professional, including more than 8 years as a IT professional. Proven experience in network/hardware operating system troubleshooting, PC assembly, system integration, technical support, and customer service help-desk. 20 years of experience with customer service, both internal and external customers. Motivated self-starter, able to spark interest and take initiative. Seasoned Technical Support Representative with more than 15 years in customer service and technical troubleshooting. Analytical and critical thinker

Knowledgeable in Mac systems

Skilled multi-tasker

Customer service expert

Fast learner

Excellent verbal and written communication skills. Committed to personal and business integrity. Outstanding customer service skills

Technical Support Analyst, 09/2010 to Current

Cox Communications – Wichita, Kansas

Provide technical customer support to calls from clients Provision modems and other Cox equipment to customer accounts.

Engage in real time troubleshooting and schedule technician to site if the problem is not able to be resolved remotely.

Provide customer support to build customer loyalty. Consistently meet or exceed customer service level requirements. Consistently meet or exceed service level goals for sales, call handling time, focus time, and quality of calls. Use ticketing systems to manage and process actions taken. Manage customers' expectations and experience to a high degree of customer satisfaction. Technical Support Analyst, 09/2008 to 01/2009

Spherion – Wichita, Kansas

Resolved customer issues in a clear, courteous and straightforward manner. System Support Analyst II, 05/2005 to

07/2008 Fidelity Bank – Wichita, Kansas

IT Help Desk assisting employee/internal customer calls. Assisted with creating email accounts and security settings for employees, password administration, email account settings, etc Tracked departmental expenses and acted as liaison between application system owners/users and MIS Technology Services.

Organized, managed, and provided PC office automation software training for Fidelity Bank Corporate and Branch PC and AS/400 users.

Provided computer training for employees on word processing and excel spreadsheets on Microsoft Office products.

Achieved repeated citations from customers acknowledging excellent service, thorough, timely and accurate problem resolution.

PROFESSIONAL SUMMARY

SKILLS

PERSONAL INFORMATION

WORK HISTORY

Mortgage Loan Fulfillment, Technical Analyst, Report Administrator, 01/1996 to 09/2004 Bank of America – Wichita, Kansas

Home Services Specialist, 01/2002 to 01/2004

Consumer Real Estate Fulfillment Center – Wichita ks Processed residential home loans approved by an automated decision system. Had credit signing authority according to clearing conditions. Verified customer income documentation, resolved title issues, vesting issues, child support, liens, judgment liens, mechanic liens and undisclosed liens.

Processed subordinations, resolved appraisal disputes, executed loan closing process. Telecom Analyst IT Help Desk, 01/1998 to 01/2002

Bank of America

Installed software, modified and repaired hardware and resolved technical issues. Provided base level IT support to non-technical personnel within the business. Resolved customer issues in a clear, courteous and straightforward manner. Identified and solved technical issues with a variety of diagnostic tools. Reviewed technical documentation and procedures.

Defined and documented technical best practices.

Report Administrator, 01/1997 to 01/1998

Bank of America

Promoted to serve as integral member of management team involved in goal planning, forecasting and problem solving to meet the Service Level Agreement with the customer. Responsible for providing call volume projections, average handle time, staffing requirements, and manpower schedules utilizing electronic workforce management software, real-time adherence software, and other applications.

Monitored and analyzed call volume, service level, staff shrinkage, and AHT to interpret variances. Planned/coordinated logistics for department expansion involving 550 employees and trainees. Created/maintained Excel spreadsheets to track employee performance/productivity, and staffing requirements. MBA: Business/Technology Management, 2004

UNIVERSITY OF PHOENIX - Wichita, KS

Coursework includes Computer Programming

Bachelor of Arts: Psychology, 1996

WICHITA STATE UNIVERSITY - Wichita, KS

Psychology Completed class at WSU for Medical Terminology-4.0 grade Taught upper division classes in Project Management as an Adjunct Instructor at Friends University in the Business Degree Program.:

Junior Achievement Instructor at Maize Central Elementary School - MCSE 12 credit hours, Cisco Router seminar at Bank of America.: Outside Training -

Additional Attibutes *Excellent verbal and written communication skills *Committed to personal and business integrity. *Outstanding customer service skills

EDUCATION

ADDITIONAL INFORMATION

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