Customer Service Help Desk

Location:

Posted:

November 17, 2024

********@*****.***/******.******@*******.***

Ericka A. Irvin-Spires

Objective: I am a proficient communicator with the ability to interact with individual of

all levels of an organization. I have the ability to build and strengthen

relationship by demonstrating product knowledge also outstanding

customer service. I am also a team player who enjoys working with a diverse

group to achieve and identified goals and to encourage the growth of others.

Experience: 2001 – Present Gilbarco Veeder Root Greensboro, NC

- Knowledge of Gilbarco Gsite, Passport Register and Gilbarco dispensers

- Subject matter expert on Help Desk contracts

- Process payment for technician in the field

- Assist on Tank Monitoring Events and POS alarms

- Follow up on emergency call that were dispatch

- Senior I support Team (Audit, escalation)

- Solve 98% of calls without dispatching a tech out

- Worked on several teams as Gilbarco developed new products,

- Was part of a mix team that supported both POS and FMS calls and

alarms

- Coached and mentored new and season agents by reviewing call logs to

reduce audits errors and ensure adherence to quality procedures.

-Floater for the call center over 10 years working with season and new

Agents

-Tier 2 Specialist working 3rd shift helping new and season agent with calls

Over 15 years

Skills: Excellent skills with Data Entry, Word Excel, Access, Visio and Power Point

Education: Percy L. Julian High school Chicago, Ill 1985-1989

-Regular studies Diploma

Michigan Christian College Rochester Hills, Mi 1989-1991

-Music

Cosmetic Art Center Greensboro, N.C 2001-2003

-Cosmetology License

Reference: Reference is available on request