Joseph E. Yost

Atlanta, Georgia

404-***-****

ad2daw@r.postjobfree.com

Employment

State Farm Insurance – Dunwoody, Georgia

Support Center Representative – EntTech Support Center 08/2013 to 03/31/2023 First Level Technical Support covering Agency Business Applications (ABA). Assisted insurance sales agents and their related staff with errors, system issues, and technical problems affecting payment processing, insurance applications, customer records management, among other systems used by State Farm Insurance. Familiar with SalesForce CRM, RUMBA/NECHO, Service Now, HP Service Manager, AWS (for handling of calls/chats). Calls/Chats resolved at first contact: 85% on average. Spherion/Ranstad Staffing – Atlanta, Georgia

Contingent Worker 02/2011 to 08/2013

Agent/Employee of Spherion Staffing Services assigned to various clients as needed for office, customer service or similar functions. Current assignment is as an Associate Generalist with State Farm Insurance in their Insurance Support Center providing technical support for their employees. 06/01/2013 – Transferred to the ABA team in the ISC and promoted to Team Lead for the Randstad employees assigned to the Hardware and Software segments within the ISC. Skills

Adaptable in the ever-changing environment of customer care while maintaining high level of service and measureable quality control.

Confident in learning and operating “In house” database and online archives.

Demonstrated skills using Microsoft Windows, Microsoft Office Suite, ServiceNow.

Highly skilled working in both independently and in teams with minimal to no supervision.

Proven copy-editing skills for both business and non-business documents

Typing speed: 55wpm

Numeric 10-key speed: 10,000ksph

Awards and Honors

Recipient of numerous Ovations, Customer Champion, and On-The-Spot awards/commendations during tenure with State Farm Insurance

Member of BellSouth LCSC Initiative “Project NOVO” representing Complex Services Group

Seven time recipient of BellSouth’s “Simply the BEST” recognition award.

Five year volunteer service award with Dragon*Con [annual international media convention]

Two-time recipient of “Customer Service Excellence” award while with Boise Cascade Education

Graduate of Manatee High School in 1985 – Bradenton, Florida

Biology Major with University of South Florida from 1985 to 1986 – Tampa, Florida

English Major with Manatee Community College from 1986 to 1988 – Bradenton, Florida