Sylvia D. Stevenson *** S. Pepperidge Dr. – Lancaster TX 75134

469-***-**** adq2ri@r.postjobfree.com@gmail.com

SUMMARY of QUALIFICATIONS

Self-starter with extensive expertise in customer service, document control and asset management, team player, meticulously organized, detail-oriented, and experienced in technical procedure writing.

Working knowledge of Microsoft Office Suite; received Secret and Top-Secret clearance in the past.

EXPERIENCE

Participant Services Representative

ASPIRA Dallas, TX 7/2019- 10/2021

Taking inbound calls from federal employed personnel requesting assistance with fund investments, withdrawals of funds, loan questions, status of deposits and payments. This is an 8-week rotation schedule call center. (E-Quip background check, I-9 completion required)

Customer Service Associate Temp (seasonal)

Army and Air Force Exchange Service (aafes) Dallas, TX 10/2018 – 1/2019

Taking inbound calls(www.Exchange.com) to assist customer placing orders, tracking information on deliveries, creating tickets for various reasons; damaged items, lost shipments, refund, returned items, reinstate gift cards, assist with new users online access to website, and password problems.

Customer Loyalty Retention Specialist

Dish Network Thornton,CO 5/2016 – 4/2017

Taking inbound customer calls, selling the value of DISH to retain customer account.

Assist customer in making any account corrections and/or account closures.

Provided customer support by explaining product features/operation and selling new equipment upgrades.

Service Desk Analyst

IBM Global Business Services Boulder,CO 12/2007 – 9/2010

Taking inbound customer calls from around the world to provide technical customer support.

Diagnosed and resolved technical problems in response to customer reported incidents (via email and telephone)

Researched, evaluated, and provided feedback on problematic trends and patterns in both inbound calls and emails daily.

Enhanced the knowledge of the CSR by conducting Brown Bag sessions for updates, new policies, procedures and product services.

As 3rd shift Incident Focal provided direction and leadership to the customer service agents to minimize disruption to the organization and restore operation in a timely manner while maintaining the agreed upon Service Level

IT Specialist/Desk Side Support (Contractor)

SRA International Dallas, TX 6/2007 – 11/2007

Wrote methods and procedures for deployment team to simplify processes.

Assisted in the startup of the Inbound Customer Service Desk, in Boulder Colorado for the US Department of Homeland Security's Service Desk in its new location. (New contract)

Responsible for rewrites to the government technical service operating procedures and reference upgrades, workstation installation, printers, hardware peripherals and user training guides

EDUCATION

Associate Degree - Information Management and Technology

ITIL Certified

CompTIA A+ Certified

Microsoft Certified Professional (MCP)

MTA Security and LINUX Fundamentals certifications