Customer Service Help Desk

K I M B E R L Y M. F U R M A N

Payroll Assistant Cell: 240-***-****

Email: ********@*****.*** Address: Hampton Hollow Silver Spring, MD

Professional Summary:

Productive customer service attributes with a 30+year track record Help Desk experience assisting and fulfilling requirements within Pennsylvania Department of Transportation, Bureau of Information’s. Building internal processes to meet client objectives. Detail-oriented, analytical, and versed in quickly solving complex problems. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement. Recognized as driven, dedicated, and hardworking leader with history of streamlining operations and increasing results.

EDUCATION:

2011-2018

Bachelor Of Arts in Communication, West Virginia State University

PROFESSIONAL CAREER:

Customer Service Representative, Wegmans, July 2022 - Current Washington, DC

•Maintain knowledge of store products and services to offer quality recommendations for store customers.

•Handle cash and card transactions accurately for completion of monetary transactions and ensuring customer shopping journey is a positive experience.

•Facilitate very large both food/alcohol purchases.

Help Desk Support Specialist, Department of Transportation,

Dec. 1992 - June 2009 Harrisburg, PA

•Provided expert technical support for end-user problems.

•Analyzed, tested, and implemented secure networking solutions based on business requirements.

•Monitored request tracking system to guarantee consistent level of service and quality outcomes using diagnostic software with REMEDY and NETVIEW for end users.

•Recorded daily activities, data communications and remedial action, removed broken or outdated hardware replacing with new parts to achieve and communicating any challenging issues needing client server support.

Buyers’ Assistant, Giant Food Headquarters,

February 1988 - June 1992

•Supported buyers with daily business activities in general sales.

•Accounts payable relating to 173 stores in Metro areas for magazine sales.

•Generated allowances to beer/wine pricing in lieu of beverage journal.

•Attended meetings with vendors and potential suppliers w/ negotiating terms and conditions to provide status on orders purchased, delivery arrangements.

•Submitted correspondence to national/international vendors for high quality items at competitive pricing, with follow up for any overdue deliveries, expediting deliveries or discrepancies in price, quantity, or deviations from original purchase document.

Supply Clerk, Ships Parts Control Center, Mechanicsburg, PA

March 1979 - August 1984

•Typed and assisted the Naval Commander keeping a tickler system.

•Maintained inventory ordering additional stock as needed communicating with suppliers to ensure clothing and medical supplies available to be sent out to ships.

•Processed invoices from suppliers sent to accounting for payment.

•Submitted hours on leave for payroll for 173 employees

Skills

•Excellent Customer Engagement

•Technical issues/Problem Resolutions

•Fast Pace Multi-Tasker

•Team Player

•Effective interaction with Senior leadership and proficiency in time management skills.

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