Support Technician Customer Service
Resume:
Judson University
B.A. Business Admin (****)
M.A. Organizational Leadership (2020)
Current GPA - 3.74
CompTia
March 2009 -
A+ Certified Professional Remote Support Technician
LILLIAN PRAYER
“Lillian is a strong Christian. Her interaction with her peers and me was with “grace and seasoned with salt”. I specifically recall the wisdom with which she comforted a class mate who was shaken by a traumatic family situation by quoting her own personal experience, thus changing the entire atmosphere of the class. While being strong in her faith, she has shown respect for those who do not align with her faith perspective as well. This openness is needed in Human Services and Counseling when she has to deal with real life situations of diverse populations.” – Professor Rani Mathai Judson University
Home Address:
2257 Valley Creek Dr. Elgin, IL. 60123
*******.******@*****.***
TTEC Healthcare Solutions, Inc.
08/2020–Present
Kane County Contact Tracer
Durham School Services Driver
11/2018–08/2020
Part time school bus driver for children with special needs.
Uber – Independent Contractor
02/2016–Present
Driver
Verizon Wireless Customer Service Supervisor
08/2005–07/2015
Coach and develop representatives to meet/exceed professional and personal goal expectations. Handle personnel issues related to payroll, time management, and employee engagement.
Verizon Wireless Financial Services Coordinator
02/2002–07/2005
Handled bankruptcy, written off accounts, security deposit and credit balance refunds. Researched documents provided for misapplied payments for bank reconciliation. Assisted Midwest area clients with POS system payment validation
Lord and Taylor Sales Agent
1997-1998
Facilitated point of sales transactions, completed stock and inventory, maintained sales floor
Lillian L. Prayer
2257 Valley Creek Drive Elgin, IL 60123 773-***-****, 224-***-**** *******.******@*****.***
Objective
Desire to find gainful employment and use my vast and valuable experience to drive the results that follow the vision and mission set forth by leadership.
Summary of Qualifications
•
•Possess strong comprehensive coaching and management skills
•Ability to create evolved planning and strategy models
•CRM and Salesforce management experience
•Flexible with scheduling and availability
•High professionalism inclined towards quality focus and customer impact
•Strength in analyzing, researching, organizing, and problem solving
•Strong skills in organizing workflow, ideas, materials, and leading people
Education
Judson University Elgin, IL.
Master degree - Organizational Leadership 05/2018 – 02/2020
Bachelor degree - Business Administration 09/2014 – 04/2018
Work History
TTEC Healthcare Solutions, Inc. Elgin, IL.
Team Lead Service Delivery KPMG
09/2021-Present
Contact Tracer (Remote/Work from home) 08/2020- 09/2021
Kane County Health Department Partner - Data Intake for Covid19 Cases
Durham School Services - Driver 11/2018–08/2020
Part time school bus driver for children with special needs
Uber – Independent Contractor 02/2016–Present
Driver
Verizon Wireless Elgin, IL.
Customer Service Supervisor 08/2005-07/2015
•Trained and coached 13 direct reports on customer satisfaction, tech support, various billing systems (ACSS, Native Vision, Cellware, HO Billing), policies and procedures, meeting adherence, conformance and call handle measurements
•Supported in excess of 100 employees ensuring company standards are met; utilized soft skills and negotiation to handle escalated calls
•Managed payroll on a bi-weekly basis with a total annual budget of approximately $500k
•Mentored and coached employees on their weekly progress and monthly performance objectives, proper time management and use of PTO through EMS, and provided recognition daily
•Scheduled daily and weekly meetings, providing company and industry updates
•Collaborated with peers for special projects to drive key performance indicators (KPI’s)
•Provided upper management with employee and customer analysis
Coordinator/Interim Supervisor 02/2002-07/2005
•Maintained approximately 70+ consumer and corporate account for major business
•Handled bankruptcy, written off accounts, security deposit and credit balance refunds
•Maintained professional relationship as direct liaison for corporate and employee liable end user accounts
•Prioritized client accounts based on criteria and tasks that needed to be performed
•Created and maintained financial reports and worked directly with accounts payable; ensured AP/AR received proper notification of balances and payments
•Researched documents provided for misapplied payments for bank reconciliation
•Assisted Midwest area clients with POS system payment validation
•Trained new and existing employees on effectively performing job functions and meeting company policies and procedures
Verizon Wireless Financial Services Representative 11/1998-02/2002
•Handled inbound financial services calls for regular consumers
•Scheduled payments and payment arrangements
•Assisted customer with understanding billing in regards to late fees, disconnection, and reconnection fees
Lord and Taylor - Sales Agent
1997-1998
Facilitated point of sales transactions, completed stock and inventory, maintained sales floor
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