TRICIA COWAN

**** ******* **. ******** ** ***** C: 863-***-**** adtckc@r.postjobfree.com

Experience

Teletech Corp.

Virtual CHSA agent

**/**** ** *******

Assisted Participants with any questions regarding their FSA health care account. Trouble Shoot website issues.

Virtual Customer Service Agent

03/2015 to 11/2016

Amazon

Assisted customers with any and all questions from placing an order to troubleshooting passwords. Customer Service Rep.

11/2013 to 03/2014

Sykes Lakeland, Fl

Identified and resolved system and account issues. Trouble shoot cell phone issues. Upsell every call. Kept my metrics high by upselling 93% of every customer. Customer Service Supervisor/Trainer

Sykes at home (Alpine Access)

03/2011 to 11/2013

Supervised 35-45 agents virtually, for Pearson Education project. Provided coaching, assistance with difficult calls. Took overflow calls and emails. Trained agents that were unsure of certain systems or even the Knowledge base. Reported directly to the Project Manager with daily totals for metrics and with all concerns that had to do with my agents. Took responsibility for my agents calls and feedback from clients.

Office Manager/Sales Agent

01/2004 to 03/2014 (2014 is only the close of the business) C. Marie Real Estate Frankfort, NY

Verified that information in the computer system was up-to-date and accurate. Verified and logged in deadlines for responding to daily inquiries. Processed confidential tax form information. Assisted with payroll preparation and entered data into cumulative payroll document. Compiled statistical information for special reports. Answered telephones, set appointments. Input all property information into the computer system. Also as a licensed sales agent, I would take care of Apartment sales. Bookkeeper 04/1999 to 09/2004

Temple Beth El Utica, NY

Eliminated outdated records by sending the records to be scanned. Verified that information in the computer system was up-to-date and accurate. Created monthly reports for records, closed terminated records and completed chart audits. Payroll, updated all software to Peachtree Accounting. All invoicing, paid all utility bills, collected dues from members, handled all holiday functions. Greeted all members for meetings, and functions as well as preparing the minutes and speeches. Education

Certificate: Medical Assisting/Phlebotomy MVCC

Returned as an adult to become certified in Phlebotomy and Medical Assisting. Certificates: Data Entry/ Adv. Office Procedures Herk. Co. BOCES Completed with honors. 2009 Rome, Ny, USA

1986 Herkimer, NY, USA