Customer Service Data Entry, CSR technical representative, lead
Resume:
PROFESSIONAL SUMMARY
Results-driven Team Leader accustomed to overseeing operations
with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management.
Innovative Training Manager consistently praised by management for providing top-notch technical, quality and production leadership to assigned team. Well-educated in troubleshooting, root cause analysis and corrective action implementation.
Detail-oriented CSR with extensive experience in
telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
WORK HISTORY
Technology Support Trainer and Team Lead, 11/2020 - Current Capgemini, Dallas, TX
623 E Celeste Dr, Garland,
TEXAS 75041
************@******.***
SKILLS
DANIELLE GRIFFIN
Scheduled and taught in class and online courses to increase learning opportunities.
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Educated clients on at-home methods to reach and maintain goals, crafting plans for long-term success.
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Mentored up to 25 new hires, resulting in stronger staff development and increased productivity.
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Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
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Mentored and guided employees to foster proper completion of assigned duties.
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Built strong relationships with customers through positive attitude and attentive response.
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Reviewed daily requirements and forecasts and delegated work for optimal coverage.
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Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
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• Cross-trained and provided back up for customer service managers. Manage Windows Server up to
2012 r2 using Active Directory,
GPO's, OUs, DNS, DHCP and their
clients
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Utilize and configure computer
software such as Microsoft Office
365
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Configuring Cisco routers and
switch boards
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• Configuring security cameras
Set up user's security badges and
card readers
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• Training solutions development
Ability to work efficiently in both
independent and team
atmospheres
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Install and configuring VOIP phone
systems
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• Configuring Firewalls
• 8 years experience in ServiceNow
• Conflict resolution
• Cultural awareness
• 60+ WPM
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Front Desk Receptionist, 10/2018 - 03/2020
The Adolphus Autograph Collection, Dallas, TX
Technical Support Specialist, 09/2014 - 10/2018
ATOS, Clovis, NM
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
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Greet guests immediately with a friendly and sincere welcome. Use positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
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Promptly and accurately complete registration process by inputting and retrieving information from computer system, confirming pertinent information including number of guests and room rate
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Coordinate room status updates with housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms
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Promptly answer telephone using positive and clear voice. Input messages into computer. Retrieve messages and communicate content to guest. Retrieve mail, small packages and facsimiles for customers as requested
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Reports any unusual occurrences or requests to manager or assistant manager to ensure safety of all
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Produced detailed and relevant reports for use in making business decisions
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• Maintained exacting standards of quality and performance
• Grew profits by 47 thousand in up-sales; year to date Developed and tested new product offerings prior to release to assist development team in bug identification
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Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
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Performed data entry with Service Now to record call notes, suggestions and questions
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Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
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Trained new personnel regarding company operations, policies and services
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Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
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EDUCATION
Associate of Applied Science, 2012
Clovis Community College - Clovis, NM
Configured hardware, devices and software to set up work stations for employees
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Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
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