Customer Service Program Technician

Sandra McDonald

Phone: 916-***-****

Email: ************@*****.***

Address: **** *** *********** **** *** 22

Sacramento, CA 95827

CAREER GOAL

An extraordinary Customer Service focused individual with 15+ years of experience desiring a position where I can contribute to company success. I am a highly motivated person seeking to obtain a challenging assignment with responsibility, opportunity for growth, and career advancement for successful achievements.

CAREER SKILLS

●Advanced Microsoft Suite

●Conflict Resolution

●Time Management

●Superior Customer Service

●Self Management

●Team Work

●Reliable & Dependable

●Project Management

●Project Implementation

EDUCATION

University of Phoenix

Bachelor of Science: Psychology 2015

HealD College Rancho Cordova, CA

Associate of Applied Science: Paralegal Studies 2012

Associate of Arts: Business Management 2011

EXPERIENCE

State of California Department of Consumer Affairs Sacramento, California

Family Support Technician Jan. 2022-Present

Skills & Attributes: Problem Identification, First Contact Resolution, Time Management, Strict Adherence, Project Management, Project Implementation, Microsoft Suite, Attention to Detail, Excellent Multitasking Skills, Quick Learner, and Models Diversity & Inclusion.

●Look up licensee information on multiple data bases to determine status.

●Initiate the release of Family Support holds per County Department of Child Support Requests.

●Answer status questions from licensees via phone and email.

●Look up licensee information in order to create suspension letters and reinstatement letters on behalf of the Franchise Tax Board and the CA Department of Tax and Fee Administration

●Create shared Excel documents for tallying and storing various statistics for end of FY cost analysis.

State of California Department of public health Sacramento, California

Program Technician II Oct. 2018-Dec. 2021

Skills & Attributes: Problem Identification, First Contact Resolution, Time Management, Strict Adherence, Project Management, Project Implementation, Microsoft Suite, Attention to Detail, Excellent Multitasking Skills, Quick Learner, and Models Diversity & Inclusion.

●Processed incoming Initial and Renewal Applications for Certified Nurse Assistants and Home Health Aides.

●Ensured Certification Requirements were met

●Ensured submitted Continuing Education was valid.

●Met and exceeded minimum daily output.

●Responded to applicant questions via phone call.

Fed Ex Sacramento, California

Senior Customer Service Representative Aug. 2005– Oct. 2018

Skills & Attributes: Problem Identification, First Contact Resolution, Time Management, Strict Adherence, Project Management, Project Implementation, Microsoft Suite, Attention to Detail, Excellent Multitasking Skills, Quick Learner, and Models Diversity & Inclusion.

●Assist customers with problem shipments.

●Track down and expedite medical emergency shipments.

●Answer customer requests via email and chat in a professional and timely manner.

●Participate in conference calls with supervisor and customers in order to determine how best to assist the customer.

●Routinely help colleagues with questions they may have.

●Maintain a First Contact Resolution and resolve daily conflicts in professional manner.

●Promote safety and awareness while following all company guidelines and policies.

●Answered calls in a call center environment.

●Assisted customers with package needs.

●Worked as Procedural Manager on Duty while assisting colleagues who called in needing assistance.

●Respect Diversity and Inclusion.

●Balanced strict metric while thriving in a First Contact Resolution environment.

●Team engagement and following strict adherence policies.

●Assisted with project implementation and management.

●Ability to work independently or with a team.

ADDITIONAL INFORMATION

●Received numerous awards for perfect attendance.

●College GPA 3.4 or higher.

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