Cohoes, NY − 585-***-**** – adi7do@r.postjobfree.com

WORK EXPERIENCE

OkCupid New York City, NY (Remote)

Senior Customer Experience Analyst, Billing August 2015 – Present

Respond to customer emails regarding billing, technical support and general questions about the site in a timely and courteous manner.

Assist in site moderation to ensure that all members are following Terms of Service. This role also handles removing sensitive material (scams, explicit photos, etc.) from public view.

Capable of working independently with very little oversight.

Aerotek Recruiting/Maximus Federal Services. Pittsford, NY

Veteran’s Choice Case Worker Oct 2014 – May 2015

Support Veterans, medical providers and the VA by coordinating medical care between multiple organizations and provider offices.

Assist veterans and providers with questions relating to benefits coverage, billing, claims, and appointments.

Consistently among the top 10 CSRs, exceeding quality and productivity standards set by the Veteran’s Administration.

Cross-trained in multiple other fields of responsibility due to consistent positive performance.

Repeatedly recognized for high quality casework.

Verizon Wireless Rochester, NY

Technical Support Rep II May 2011 – Mar 2013

Performed full service technical support for Verizon customers, not limited to Verizon phones.

Worked with customers to answer inquiries, and correct any problems that may have come up with their equipment.

Resolved technical tickets involving network problems and any connectivity problems with the Verizon network.

Began work at Verizon as a Customer Service representative, and advanced directly to a Technical Support Rep II after six months of work.

Monroe Muffler Brake Inc. Rochester, NY

Facilities Assistant Feb 2003 – Apr 2008

Performed accounts payable and receivable tasks within the facilities department including weekly meetings with the CFO to discuss department expenses.

Assisted the department manager with the implementation and maintenance of a VoIP phone system to significantly reduce telecom expenditures.

Managed maintenance requests for over 700 field locations.

Managed a fleet of over 800 company vehicles including sales, titles, registrations, and inspections.

PROJECT EXPERIENCE & SKILLS

Technical writing and documentation

Created written training materials and knowledge base for the Support team. Our documentation was minimal when I was hired.

Helped overhaul the customer-facing help pages in an effort to promote self-service. This reduced incoming email volume by 15% when it was launched.

Training

Created written training materials and knowledge base for the Support team.

Responsible for onboarding and training of new team members. I also took on a mentor role, being readily available for help and answering questions.

Customer Service and Support

Focused on solving customer problems respectfully and professionally, continuously cited for high quality in interactions with customers and clients.

Among the highest performers with regard to quality and quantity of customer issues resolved.

Microsoft Office Expertise

Highly proficient with the Microsoft Office Suite, including limited macro programming in Visual Basic for Microsoft Excel.

Miscellaneous

Proficient with AS400 and CRM software including Salesforce and Help Scout

Over 5 years of experience working remotely.

EDUCATION

Western Governors University, Salt Lake City, UT

Bachelor of Science Business Administration, Marketing December 2021

Teresa Beard

Contact this candidate