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RANDAKAY WALLACE

*** ********** **. 937-***-****

Dayton, Ohio 45414 ********@*****.***

CUSTOMER SERCIVE

To obtain a position as manager: more than ten years of diverse experience in mention field. Looking for a managerial position that is challenging and able to utilize my skills proficiently in a well reputed organization.

PROFESSIONAL EXPEREINCE

LIVEOPS AGENT SERVICES., Scottsdale, AZ February 2017- Present

Home Agent Customer Service Representative (Independent contractor)

Use multiple systems to identify and communicate products to meet customer’s needs. Handling incoming calls for Allstate First Notice of Loss claims. Gathering all necessary information needed to complete a claim for the caller and informing customer the next process once claim has been filed. Providing support and troubleshooting for Intuit customers. Including online and desktop issues. Assisting customer inquiries regarding preparing federal and state taxes with the Intuit software or online services.

SUTHERLAND GLOBAL SERVICES, INC., Pittsford, NY November 2014 –February 2017

Homes Agent Customer Service Representative (Brighthouse Network)

Use multiple systems to identify and communicate products to meet customer’s needs. Provide support and troubleshooting for cable subscribers including hardware, and networking issues. Responsible for responding to customers inquiries regarding billing, system status, support requests and network connectivity. Identify and resolve issues, and attempt to make up-sells.

1-800 FLOWERS TEAM SERVICE, INC., Carle Place, NY September 2007- October 2014

Home Agent Customer Service Representative

Receive and process incoming coming phone calls for customers, which include obtaining, entering, and verifying customer information. Answering questions, resolving issues, providing customer service and attempting to make up-sells. Process incoming calls and ensure quality or customer issues are escalated using established procedure and brought to resolution.

Randakay Wallace 937-***-**** ********@*****.***

WESLEY COMMUNITY CENTER, INC., Dayton, OH May, 2006-November 2014

Human Service Manager

Developed and direct programs for Montgomery County Job and Family Services, establishing goals and objectives. Provided technical assistance for programs being performed by contractors.

Responsible for preparing various reports, records and preparing contractual invoices to submit to county for payment.

Provided summaries and reports of funds under contract arrangement to program compliance and services deliverables. Evaluated programs to determine if goals are met. Assist in the management and monitoring of assigned development projects (e.g., contract negotiation and development, work programs, budgets and timetables, monitoring contract to ensure fiscal, regulatory and program accountability, providing program guidance and technical assistance, coordination with others to ensure compliance with all contracts, processes timely payment to sub-recipients).

TIMEWARENER CABLE, Kettering, OH June, 2004-July, 2005

Customer Service Representative

Provided support and troubleshooting for cable subscribers including hardware, software, networking issues, proxy server configuration, Internet browser settings, SMTP, and POP configurations, FTP and modem bandwidth allocation testing. Handled the tasks of assisting customers in installation, configuration and testing of complex hardware and software tools. Responsible for responding to customers inquiries regarding system status, support requests and network connectivity.

WILBERFORCE UNIVERSITY, Wilberforce, OH September, 2000 – May, 2004 Webmaster

Maintained and update website regularly. Promoted and developed the content of the website with the help of new technologies. Responsible for the quality and content control of the website.

EDUCATION, CERTIFICATIONS AND AFFLIATIONS

Wilberforce University

Bachelor of Computer Science (B.S.)

Department of the Treasury Internal Revenue Service

VITA/TCE Certification

The Office of the Ohio Attorney General

Certificate i-Safe Training

The Office of the Ohio Attorney General

Certificate Social Work Continuing Education

Wright State University

Certification for Grant Writing

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