Customer Support Data Entry

Darius Paschall

248-***-**** cell, **************@*******.***

***** ******* ******* **, *****

Skills: Microsoft Office Programs • MAC •Active Directory • Multifactor Authentication • Typing (70+wpm) • AS400 • Remote Access • Logistics/Dispatcher • Problem Solving • Medical Terminology• Data Entry • 7,560 keystrokes alpha • Excellent phone and written communication skills • Software Troubleshooting• Call Center

Employment History:

Detroit Public Schools / Technology Client Care Specialist 08/2000 - Present

Act as the first line of customer support for district stakeholders, including parents, students, employees, external partners, community and board members via phone, email and in-person contact.

Create a positive experience for customers in a fast-paced environment with multiple hotlines and high inbound/outbound call volumes.

Use friendly greetings, clear communication, empathy, problem solving, professionalism and a sense of humor to ensure every customer leaves a customer support transaction with a positive impression of the District.

Enhance the customer experience by resolving issues at the first point of engagement, avoiding handoffs, escalations and the need for callbacks. Be assertive in making sure proper closure occurs and look to resolve any conflicts.

Act as a generalist for business applications across multiple workstreams. Business applications include Peoplesoft (Finance/Payroll), PowerSchool, Blackboard and other operational software, as well as Windows based applications and hardware.

Use the information technology service management (ITSM) tool to accurately record, track and assign service requests and incidents to appropriate district departments, communicate resolutions and recommendations to stakeholder, and report escalations and/or high impact issues as needed.

Fully identify and document the pertinent details (who, what, when, where, why and how) to service requests for accuracy and data reporting, as well as the action needed to resolve open issues.

Develop and update information resources such as the ITSM knowledge base, call scripts and frequently asked questions to provide adequate and accurate responses to customers. This includes staying informed of District events, structures, resources and initiatives, and knowledge sharing within the team and across departments (e.g., key messages for events, incidents and/or outages).

Strive to meet or exceed established customer service standards and metrics to increase customer satisfaction.

Provide in-person customer care at district events. May include after-hours or weekend commitments.

Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.

Seek out and embrace opportunities to ensure customer service skills are up-to-date, aligned to industry standards and the needs of the District; proactively share knowledge with colleagues to improve the performance of the team.

Perform duties in alignment with established policies, and procedures, as well as serve as an agent to inform others of new policies, procedures and change management.

Perform other duties as assigned by supervisor.

Stericycle Communication Answering Service /Help Desk 06/2015 - 8/2018

Answer urgent and non-urgent phone calls using computer-telephony integration

Provide information, document interactions, or schedule appointments using predefined scripts and templates

Deliver messages back to clients

Navigate through multiple different accounts and calls ranging from maintenance, healthcare, technical support, hospitals, sanitation, and law offices.

Providence Park/Material Management/Admin Support 01/2012 - 11/2011

Fills and distributes requests for medical/surgery and patient care supplies to all primary care areas.

Provides customer service directly and indirectly through differing forms of supply requisition.

Utilizing Omni Buyer, automated inventory control, and walk-ins to fill orders.

Education

St. Martin Deporres 09/1993 – 06/1997

Diploma – College Prep

University of Phoenix 05/2007 – 07/2013

Business Management/Communication

Bachelor’s Degree

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