Customer Service Tech Support

NATASHA COTO

Clearwater, FL *****

813-***-**** - ******************@*****.***

PROFESSIONAL SUMMARY

Seeking to further my career in Customer Service or Administrative field. Excellent teacher/trainer; patient and effective when working with a wide range of personalities.

Project and goal oriented, committed to task completion. Highly effective learning, comprehension and retention with new systems, programs, standards and methods.

Proficient in computer skills (Microsoft Word, Excel, PowerPoint, QuickBooks, & 10 key (numeric))

Excellent customer relation skills, able to solve complex employee and client issues.

SKILLS

Schedule Management

Performance monitoring

Regulatory Compliance

Production Monitoring

Coaching and Mentoring

Key Performance Indicators

Product Management

Operations Management

Performance Improvement

WORK HISTORY

08/2021 to 04/2024 Tech Support Team Lead of Voice, E-ticketing, and Nesting Computer Generated Solutions Inc. – Tampa, Fl

Creating cases via OCPM and Microsoft Dynamics per IBM Navigation and knowledge of Lenovo products and websites Corresponding with IBM in regards to warranty of customers device Assisted agents with unsatisfied customers.

Trained new team members by relaying information on company procedures and safety requirements.

Managed schedules, accepted time off requests and found coverage for short shifts. Coached team members in techniques necessary to complete job tasks. Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Worked different stations to provide optimal coverage and meet production goals. Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Developed monthly and daily production output plans to deliver on customer service and financial metrics.

Promoted high standards through personal example to help each member understand expected behaviors and standards.

Assisted in recruitment to build team of top performers. 05/2021 to 08/2021 Covid Vaccination Appointment Setter/Covid Help Center Assistant CDC – Covid – United States

Assist with answering questions regarding COVID

Assist with answering questions regarding COVID VACCINATIONS Discuss ALLERGIES and VACCINATION complication.

Addressed client inquiries and updated database information. Scheduled and confirmed appointments and meetings for senior management team. Acted as first point of contact and set appointments for prospective clients. Screened potential customers to determine interest and requirements for products and services of company.

10/2007 to 01/2008 Executive Assistant

Desoto And Company (New York Life) – Clearwater, Fl Corresponding with Insurance companies

Corresponding with clients

Set-up client policies

Preparing quotes for small groups/individuals

Answering Telephones

Filing, maintaining and safeguarding confidential client information and records Appointment Setting

Mailings.

01/2006 to 04/2007 Sales Assistant

Wellcare – Tampa, Fl

Agent Customer Service

Tech Support (Agent Contracting Tool)

Data entry in Salesforce.com (Prod

Agreements & Applications)

Commissions (Agent)

Send Applications to ASI

Reviewing & maintaining Medicare members Files

HTML Emails

Build/Create Maps

Designing/Organizing/Update Spreadsheets

Order Supplies

Filing.

EDUCATION

05/2005 Diploma: Computer Science And Programming

Bloomingdale High School - Valrico, FL

Web Design

Keyboarding Skills

Computer Repair

Business Communication

Peer Mediation

REFERENCES

Caryn Warren - Ops Manager CGS/Lenovo - 770-***-**** Matt Johnson - Ops Director CGS/Lenovo - 813-***-**** Jentil St.Hill - IT CGS - 786-***-****

David Taylor - Personal - 727-***-****

Contact this candidate