Customer Service Software Development

JOSHUA SAGERT

**********@*****.*** 719-***-**** Monument, CO 80132

Summary Computer systems expert with over 25 years' experience in software design and development across a variety of different industries. Utilized available technology and designed software to analyze and improve existing business processes. Created advanced reporting tools and management dashboards to increase overall productivity and reduce business expenses. Skills

• Hardware and software expert • General office skills (Microsoft Office)

• Professional level high speed typist • Automation software development

• Creative problem-solving • Process optimization

• Ability to work individually or in a team

environment

• Call center operations including inbound

and outbound customer service

• Programming language proficiency in

HTML, CSS, XML, XSLT, XPath, XML

DOM, XML DTD, XSD, XHTML, Adobe

ColdFusion, Java, JavaScript, C++, BASIC,

PASCAL, MATLAB, SQL, API

• Programming and software experience

utilizing GitHub, Bitbucket, Bash, IBM

WebSphere, RFHUtil, Siebel, Symon,

Sublime

• Retail management

• Ability to learn new programming

languages with ease

Experience H&R Block CO Springs, CO Associate Team Leader 01/2021-04/2024

• Report technical issues and gather examples and screenshots of programming errors in company software. Offer support to multi-tier tech support teams and possible resolutions for problems based on my extensive programming knowledge. Distribute documentation of any known workarounds until a final resolution can be coded and released.

• Serve as point of contact for onsite escalated client service concerns and provide onsite technical support to expedite a stellar customer experience from start to finish

• Lead the office from the front desk, providing phone coverage and engaging with clients and tax professionals to help facilitate the best possible experience for both coworkers and clients Various Clients CO Springs, CO Software Programmer/Consultant 10/2018- 04/2020

• Assisted clients with custom code enhancements to a small business web-based software suite including logging customer/vendor information, relations, and interactions; inventory tracking and management; point of sale; real-time data logging of all financial operations; time management of company meetings and employee scheduling and adherence

Verizon/Conduent Lacey, WA Customer Service Representative 05/2017- 10/2017

• Gathered information, researched and provided resolution for customer inquiries and appropriately documented the details of each customer interaction

• Provided first level technical support for dozens of different electronic devices JVT Enterprises, Artistic Marble and Tile Denver, CO Manager 08/2014- 03/2017

• Assisted with day-to-day activities, including sales, employee management, customer service and operations/financial management

• Designed/developed software enhancements to increase productivity and sales Micro Electronics Inc Denver, CO Peripheral Sales Associate 11/2009- 11/2010

• Troubleshoot customer issues and determined correct resolution whether hardware or software based

• Peripheral sales including motherboards, processors, system memory, graphics cards, hard drives, optical drives, etc.

• Specialized in customized computer builds based on customer needs and budget Verizon Business/Raesoft Tech CO Springs, CO XSLT Programmer 08/2006- 08/2007

• Data mapping from numerous systems into a standard XML format that validated across the Verizon companywide schema (XSD)

• Testing/implementation of web services

• Analysis of data structures to ensure usability of end users CSAA Insurance CO Springs, CO Claims Representative 2 03/2006- 08/2006

• Processed first reports of insurance claims and filed necessary legal paperwork

• Investigated and determined liability in comparative negligence automobile insurance claims

Zurich American Insurance CO Springs, CO Claims Rep/Coach/Workforce Management 09/2001- 03/2006

• Filed commercial insurance claims and assisted customers and co-workers with questions about claim handling procedures

• Forecast call center workload based on skill-based routing, catastrophic property losses due to weather, employee time off/callouts, call volume and incoming fax volumes, etc.

• Analyzed real-time workload and employee activities, scheduled side by side quality meetings, team gatherings, training sessions, breaks, lunches, etc.

• Designed websites to automate call center procedures such as employee paid time off, bay changes, and adherence reporting

• Designed/developed website reference manual to replace antiquated paper SOPs

• Designed/developed manager toolbox website with real-time staffing analysis information on abandoned calls, service level agreements, average handle times, employee's breaks and lunches, special account handling instructions, etc. USAFA/DFE (Education) USAFA, CO Computer Technician 06/1998- 08/2001

• Troubleshooting and resolution of software and hardware issues

• Managed computer lab of over 30 computers in the USAFA library and assisted instructors and cadets with various computer projects

• Military facility, security clearance

Education Bachelor's in Computer Science/Physics (not complete) University of Colorado at CO Springs Diploma - Air Academy High School USAFA, CO

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