Customer Service Support Specialist
Resume:
Yvonne Pettaway
Decatur, GA *****
*******************@*****.***
Utilize the knowledge and technical skills to support and contribute, in the concerned field of an agency.
Work Experience
Helpdesk Technician - Support Specialist
Atlanta Housing Authority
April 2019 to Present
• Provide technical assistance and support related to computers, hardware and software.
• Answer queries and addressing systems and user in a timely and professional manner.
• Research online resources to find answers (knowledge base).
• Used audio/visual tools to communicate with customers.
• Work with the IT team, and interact with system and computer users through the agency.
• Helped customers and train user on basic computer and system functions.
• Understand and proactively maintain daily systems performances.
• Interact with users utilizing strong written and verbal skills
• Document all trouble shooting fixes and changes, also updates performed.
• Trouble-shoot customer problems and innate follow-up and follow-through skills.
• Skilled using Mange, Solar Winds and Service Now incident ticket service software. RIM Document Technician
ATLANTA HOUSING AUTHORITY
October 2015 to Present
Coordinate, organize and maintain central files for participants, vendor and landlords. Update files and upload for electronic retrieval. Provide direct support to management and varies department heads. Management. And fulfill work orders via Service Now or Centralized Services. Knowledge and Understanding of all AHA participant document codes.
* Consult with management to enforce processes with other departments to increase proficiency.
* Facilitated team-update meetings. Prepare project updates for meeting.
* Access with working knowledge of agency software; Knowledge Lake, Yardi and SharePoint.
* Project Manager of Ineligible and Hearing files for Compliance Department.
* Continuing CLE via Skill Soft
* Process participants applications into electronic data electronic faxes and daily documents intake
* Perform many clerical functions such as operating of office equipment; fax, high volume copiers& scanners.
* Conduct weekly audits and QC of files.
Customer Service
INTUIT
October 2018 to April 2019
• Basic knowledge of tax laws, tax concepts and familiarity with all forms and schedules.
• Strong customer service skills with ability to empathize and instill confidence in tax prep.
• Providing support in a call center environment via WFH.
• Research online resources to find answers in knowledge bases
• Used audio/visual tools to communicate with customers
• Comfortable interacting with customers through video, in a professional way that represents software support.
• Helped customers who are working on their tax return with both product/software inquiries, as well as with tax questions and calculations.
• Applied defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries
• Interact with customers utilizing strong written and verbal skills
• Document all trouble shooting fixes and changes, also updates performed. Delivers Customer Service in Alignment with Company Core Values APPLE (Kelly Services)
January 2015 to May 2015
Troubleshoot, diagnose and repair cellular devises, computer hardware, printer, industry-recognized software applications and workstation operating systems.
• Makes recommendations to prospects and clients of the various solutions the company offers to their business issues.
Document all troubleshooting fixes changes and updates performed.
• Actively seeks to learn new applications and technologies on the market to work effectively with APPLE products, in effort to enhance the experience.
• Professionally and effectively communicates to end-user appropriate resolution and instruction with regards to specific needs.
• Delivers customer service in alignment with company core values for client satisfaction.
• Escalates technical issues to supervisor as deemed necessary Front Office Pension Assistant
FULTON COUNTY SCHOOLS
February 2014 to May 2015
Professionally greet all walk-in clients. Assist with daily office operations and direct clients and vendors.
* Process documents, retrieve files for prepping, scanning and shipping for off-site storage.
* Update all correspondence by accessing information in SAP.
* Review applicant's information for disability benefits, withdrawals, withholdings, vested etc.,
* Correspond with TSA regarding pensions matters in review for decision updates
* Research any discrepancies in calculations or overpayment.
* Coordinate and mail out quarterly newsletters, and flyers for information sessions.
* Prepare documents and binders for board meetings. Receptionist / On-Boarding
FULTON COUNTY SCHOOL SYSTEM
September 2013 to February 2014
* Operated switchboard for entire FCS and directed calls to office administrators and superintendents.
* Directed parents and visitors on how to navigate school website for information and employment.
* Inform parents and staff of school policies and procedure before expediting filings and complaints.
* Assembled packets for teacher pool and new hires. Arranged background checks for applicants and photographed new hire ID's.
INNOVATIVE METALS, TUCKER GA
Front Desk / Sales
• Answer and transfer calls on a multi-line phone system.
• Customer representative for purchasing product.
• Accept deliveries, sort mail, and maintain phone lists.
• Communicate with manager and clients on job or deadline issues.
• Maintain sales calls for Sale Representatives.
• Plan, confirm and set up meetings
CLAYTON COUNTY CSA- FOREST PARK, GA
Program Assistant (Energy / Program Ops)
Professional demeanor. Strong interpersonal skills. Strong oral and written communication skills. Task oriented and able to meet day to day program goals.
• Answer high volume calls daily and maintain a high level of customer service.
• Schedule appointments for LIHEAP, and manage calendar, ensure accurate and organized logs.
• Conduct screening for qualifying program participation.
• Evaluate and inform participant of qualifying guidelines.
• Supported all departments, managing voicemail and e-mail for all department.
• Updated and designed marketing material for upcoming programs and events.
• Assist with daily tasks performed by the Energy Coordinator.
• Provided assistance auditing department as needed to ensure proper flow and accuracy of procedures.
• Assist participants with questions or concerns as it relates to the Energy Program.
• Efficiently operated office equipment i.e., copiers, fax machines, computers. WARNER NORCROSS & JUDD, LLC., Grand Rapids, MI
Legal Support Assistant, ALS
Assistant to attorneys and senior paralegals with e-discovery search; classified and retrieved volumes of electronically stored information (ESI) dispersed throughout the firm.
• Transcribed, inner-office correspondence, modified documents for court filings.
• Composed, edited and proofread documents.
• Assisted in the filing department delivering and maintaining filing system.
• Generated office correspondence.
• Professionally communicated with domestic and international clients from various industries and markets.
• Received various awards and acknowledgments for years of service and performance. Education
CLE and Training Certificates in Applied Telecommunications Grand Rapids Community College - Grand Rapids, MI
Davenport University - Grand Rapids, MI
High school diploma or GED
Skills
• Excellent Communication, Written and Verbal Skills. Time Management. Professional Working Relations, Analytical & Technical Skills, Proficient in Microsoft Office, Access, Outlook etc., Strong Work Ethics, Administrative Skills, Public Speaking. Project Planning & Research. Critical thinking and Problem Solving, Organized and Detailed Oriented.
• Desktop Support
• Help Desk
• ServiceNow
• Solar Winds, Scanning
• Customer Service
• Call Center
• Remote
• Software Troubleshooting
• Microsoft SharePoint
• Computer Hardware
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