Customer Service, Mobile Device IT, BS in Environmental Science

MICHELLE PAVONE

** ****** ******** ********, *** Mexico 87015 H: 505-***-**** C: 505-***-****

ad29ip@r.postjobfree.com

Customer Service -

Consistently received positive feedback from customers, co-workers, and managers by developing long-term relationships with customers. Handled complaints through de-escalation procedures to ensure positive end-results. Earned recognition for customer satisfaction.

•Ability to de-escalate clients in another vulnerable emotional state

•Able to recognize individuals under the influence

•Excellent team player and community builder

•Experience with diverse populations

•Experience working with adults

•Sensitive to cultural differences

•Exceptional workflow management

•Multi-line phone operation proficiency

•Experience with diverse populations

•Proficient computer skills

•Team player and self-motivated

•Understanding of diverse communities

•Understanding of the Recovery Model

•Verbal and written communication skills

•Adheres to customer service procedures

•Extensive history with predictive dialers

•Avaya Software knowledge

Smart Phone Technical Support and Service, 10/2021 - current

T-Mobile – Albuquerque, New Mexico

Installed software, modified and repaired hardware and resolved technical issues.

Identified and solved technical issues with a variety of diagnostic tools.

Provided on-call support for customer issues.

Participated in various incentive programs and contests designed to support achievement of production and customer satisfaction goals.

Epic/Healthcare IT HelpDesk

UnityBPO - Albuquerque, New Mexico

Took incoming calls from all healthcare workers ranging from administration to surgery

Identified and solved technical issues with a variety of diagnostic tools.

Provided on-call support for IT issues

Participated in various incentive programs and contests designed to support achievement of production and customer satisfaction goals.

Student/Stay-at-home Parent, 10/2012 to 02/2019

Bachelor of Science: Environmental Science

University of Phoenix - Colorado Springs

Top 5% of class - Graduated Magna Cum Laude

Completed - 07/2022

Coursework includes: Biology, Chemistry, Statistics, Environmental Planning

High School Diploma: 2003

Freedom High School - Albuquerque, NM

High School Graduation Completed 6 months early

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