BELEN IVY LEYVA

ad19d2@r.postjobfree.com

303-***-****

Professional Experience

Miller International Inc. October 2021 - December 2023

e-Commerce Customer Support Representative

•High volume calls answered

•BlueCherry ERP order entry and return authorizations

•Upsale of retailer orders

•Consumer warranties for defective products

•Consumer returns processing

•Consumer refunds: Authorize.net, PayPal and Amazon

•Provided manager returns reports

•Investigation of lost packages

•UPS claims

•Assisted credit department with spanish speaking retailers

ISAE December 2019 – October 2021

Bilingual Customer Service

•30 incoming calls

•Customer server in English and Spanish

•Data Entry

•Enrolled customers in Court Ordered Classes

•Student attendance

Conserve-A-Watt Lighting March 2018 – October 2019

Web/IT Administrator

•Website administration

•IT Administrator

•Customer Service: English and Spanish

•Desktop, Server, Avaya IP Office, VMPRO, Network, Email Support

•Company cell phone

•Epicor Acclaim ERP

•Security cameras

•Epicor Eclipse ERP

•Documentation

The Employment Firm

Assignment at the TEF office January 2018 – January 2018

•Answer multi line phone

•Greet candidates

•Scheduling candidates

•Data entry

•Update attendance

•Filing

Assignment: Decker’s Brands November 2017 – December 2017

Administrative Assistant

•Assisted CSR’s during peak season

•Assisted where needed

•Organized storage

Assignment: Tenere Manufacturing July 2017 – November 2017

Customer Service Representative

•Worked closely with clients placing orders for contract manufacturing

•Assisted the sales team with setting appointments

•Entered data into HMIS

•Followed up on orders and any shipping questions and concerns

24-7 Intouch

Customer Service Representative August 2016 – May 2017

•Assist customers with purchases

•Process refunds and credits

•Take 50+ calls a day using Avaya Xone

•Enter data into Oracle CRM system

•Escalate requests when required

•Assist Spanish speaking customers

•Assist FandangoNOW customer by email, chat and phone

Robert Half International June 2014 – October 2015

Assignment: Carmel Partners

Support Specialist

•BIT Support Staff team member providing remote technical support to corporate, property staff and construction staff by phone, email or remote session

•Managed workload/tickets in an efficient and effective manner

•Escalated tickets to tier 2 & 3 for complex requests

•Coordinated with vendors to repair computers

•Imaged computers using Ghost and System Center then completed the setup referencing the computer checklist

Assignment: Bio2Medical October 2013 – May 2014

Help Desk Administrator

•Single point of contact for 25 user base

•Setup and managed GoToAssist Ticketing System

•Supported 5 hyper-V running Windows Server 2008 r2

•Hands on experience with ESXi 5.0

•Setup VEAM backup for ESXi 5.0

•Replaced 3 NetgearPro switches

•Assisted with the conversion to new ISP for voice and data

Mile High United Way March 2000 – March 2013

Network Manager, Systems Administrator, Help Desk Support

•Network Administrator/Desktop Support for 100-user LAN/WAN in a Windows environment

•Windows Server Administration – HTTP, HTTPS, AD, DHCP, DNS, FTP, IIS, VPN

•Lead for hardware procurement, inventory and purchasing of all network server and PC’s for the enterprise

•Resolution of escalated help desk issues

•Managed and supported Cisco UCCX phone system for three 211 call centers

Certifications:

University of Colorado at Denver

Certificate in Networking

Dorothy Aristone’s School of Paramedical and Business Professionals

Executive Secretary

Environment:

Applications supported included Norton Enterprise and Cisco UCCX

Network infrastruction Support

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