Nilima Shrestha

682-***-**** ad1vi0@r.postjobfree.com Fort Worth, TX (Remote Positions Preferred)

RELEVANT EXPERIENCE

Home business Sept 2021 – till now

Procedures in responding to customer's questions.

Respond to and assist in the resolution of inquiries and complaints. Helpdesk support April 2021 – July2021

CVS Health Remote

Managed all inbound calls with a good manners

Utilize troubleshooting techniques in support Work Stations

Utilize Time Force tracking tool to accurately record work effort/help tickets

Phone, email, and inbound ticket queue support for incoming employee IT service requests

Resolution of first level IT service requests over phone, email, screen sharing and through trouble ticket Customer Service Professional Oct 2017 – Feb 2021

Consensus Haltom City, TX

Managed all inbound and outbound telephone calls. Flexible and have the ability to adapt to Changes when necessary.

Helped customers with good manner while resolving the problems.

Answered 15 to 20 customers query by chat response with company’s guide lines. Data Entry Professional Nov 2011 – Sep 2017

ATC Logistics and Electronics (Merged with T-Mobile) Fort Worth, TX Re-installed software programs or adjust settings on existing software to fix device malfunctions.

On boarded new employees into company job and responsibilities by showing the wright way.

Analyzed devices performance assess devices functioning. Enter data into software system and Moves to the next status. Performed ticketing system to interact with tech. Pharmacy Technician Trainee Jan 2011 – Aug 2011

CVS Pharmacy Haltom City, TX

Assisted pharmacists in filling prescriptions each day by locating and dispensing orders precisely and Efficiently.

Calculated drug and prepared prescription labels for Pharmacist approval.

Quickly and professionally greeted customers at counter and drive-through window and answered high volumes of phone calls.

Data Entry and Customer Service Professional June 2002 – Dec 2010 Automated Bookkeeping and Tax Services, LLC Hurst, TX Handled 20+ daily customer inquiries through calls and emails regarding tax information with high customer satisfaction rate. Documented customer interactions and kept customer file records up to date. Data Entry Professional July 2001 – April 2002

Government of Nepal, Ministry of Commerce Customs Office Nepal Managed Customs Office records by typing correspondence, reports, text and other written material and organized database of 200+ truckloads of daily imports / exports from the Birgunj border of Nepal.

Verified source documents with digital records resulting in 98% accuracy

Utilized Border Pass Monitoring System complying with United Nations border control procedures EDUCATION

Tribhuwan University – Hari Khetan College of Commerce Graduated 1997 Associate’s Degree, Commerce

United Nations Conference on Trade and Development (UNCTAD) Jul 2001 Advanced Cargo Information Systems Certificate

SKILLS & STRENGTHS

Technical Skills: Windows, iOS, Android, Microsoft Office, Ticketing Systems Service now, Citrix Soft Skills: Integrity, Communication, Adaptability, Teamwork, Support Experience, Ability to work under Pressure