Customer Service Center Representative
Resume:
Julie A. Folger
Summary of strengths • Excellent Customer Service that going the extra mile
• Excellent interpersonal skills to work as a team member
• Collaborator between external clients and internal departments cross-functional teams
• Utilization of Agile Methodology
• Studied BABOK Knowledge areas
• Basic proficiency in XML, SQL and HTML/CSS/JS
• Self-taught software and technology
• User Acceptance Testing (UAT) and Smoke testing of proprietary software products, including configuring and deploying.at “Go Live”
• Work with a sense of Urgency and
• Recognized customer service specialist
• Experienced team leader
• Excellent communication skills
• Strong attention to details
• High level of ownership, self-managing and motivating
• Responsible for daily operational processes
• Communicates technical concepts effectively
• Experience reporting service desk activities for management
• Experience hosting WebEx, Zoom, GoToMeetings and Google Hangout sessions with customers
• Takes initiative and independent worker and Team
• Effective troubleshooting and analysis skills
• A+ Certified
• JIRA, TFS, Confluence, Salesforce, Remedy, Verion1, SharePoint, Concur and, HubSpot, ServiceNow, Splunk, Microsoft Products, Zendesk and FreshDesk
Office 365, DocLib and Onbase and Proprietary Financial Software
• Marketing Tools TextMagic & Venngage
• Event Coordinating
• Labor Management Software support experience
• Software Training for Onboarding and New Release functionality on-site and virtual
• Established rapport with First Advantage, AssureHire, Checkr and Sterling
• Project Management – Onboarding New Clients, AR Paperless, PCI compliamcy Work experience
004/19/2021 to Present Premier Biotech Minneapolis, MN APP Customer Support Specialist
This position will work with in the IT team to support our Mobile Application (OT-SCAN), Product Line (OralTox), and LIMS/Portal integration. A successful analyst will become a SME (Subject Matter Expert) in how all of Premier’s products are interconnected and be able to troubleshoot customer issues via the phone/email or though other company approved conferencing tools. Analyst must be able to work in an environment that is consistently updating with tight timelines.
PT Sales Associate – Dollar Tree, Walgreens, Hy-Vee Aisles Online Shopper and Pick-up 06/01/2020 to 11/04/2020 Minneapolis Singles Edina, MN Membership/Event Coordinator/Technical Support
• Professionally represent the Company and all of its elements
• Great Customer Service & Going the extra mile
• Carried out Company’s goals through positive and effective communication & efficient business processes
• Assisted current & potential Clients responding promptly to their needs
• Respond in Inbound & Outbound calls & emails with a sense of Urgency
************@*****.***
• Ensured all services are fulfilled
• Participated & encouraged Teamwork
• Conducted Follow-ups with clients
• Created posts for Newsletters & Sent out Messages for important Events & Birthdays
• Conducted Events Virtual & Live Events & market research within the Industry
• Proactively handled any arising issues & troubleshooting any emerging problems
• Scheduled Clients with appointments
• Diagnosed technical issues within Company & Resolved to provide solutions 03/18/2019 to 05/18/2020 Independent Twin Cities, MN Caretaker (Family Member)/Technical Documentation/Software Testing (Friends Business)
• Provided the Best Services for Loved One
• Created and Implemented Technical Documentation
• Conducting Software Testing
07/30/18 to 03/18/2019 Conduent Minneapolis, MN
Implementation Support Analyst
• Defined the development and maintenance of project/system requirements, technical specifications and test plans that satisfy client requirements.
• Developed process flows, operating procedures and metrics for process improvement and related communications.
• Analyzed and troubleshooting technical issues for resolution and escalated to management as needed.
• Developed working relationships with clients, third party vendors and/or ancillary service providers and other other internal parties to ensure seamless delivery on specific tasks, special projects and/or participant issues.
• Managed complex projects and work requests with consistent accuracy and completeness (Paperless and PCI compliancy)
• Created Lesson Plans for Training on functionality of Property Tax Manager (PTM) application.
• Conducted Pilot testing and Initial Training to clients on PTM application.
• Provided ongoing technical support for clients during implementation and after hand-off.
• Performed User Acceptance Testing (UAT) and smoke testing before hand-off 03/07/16 to 03/03/18 Pearson VUE Bloomington, MN
Product Trainer
• Determine training objectives.
• Basic proficiency in XML, HTML/CSS/JS and proficiency in SQL to improve efficiency and provide workarounds to issues.
• Coordinate and facilitate training programs for New Hire, Ongoing, Cross-Departmental and Web-based.
• Maintain project schedule of client launches to ensure client training occurs at the appropriate timeframes.
• Create and maintain documentation related to software use, migrations and general testing concepts.
• Collaborate with clients and other software users to understand the requirements for requested software functionality.
• Maintain a list of enhancements against client-use and client requests for training purposes.
• Performing User Acceptance Testing for software Releases.
• Document test cases and outcomes for UAT.
• Perform demonstrations of new software functionality to users.
• Support. Own, troubleshoot and resolve software issues as well as understand, document and promote requirements for future developments.
• Consultancy. Provide expert-level support and advice to clients and internal teams on best use of the ExamDeveloper software and Pearson VUE’s test development tools. Nov 2014 to Mar 2016 International Decision Systems Minneapolis, MN Client Support Consultant/Account Coordinator
• Perform problem determination, analysis and resolution for clients' functional, financial and accounting Issues for financial software (Rapport). This may involve working with other departments to resolve the issue
• Consult with clients on business questions and processes at moderate levels of complexity to suggest and implement solutions.
• Train new employees of software and functionality
• Train external clients on functionality of terminal and SaaS based equipment leasing software.
• Recommend solutions such as business process enhancement, software configuration, software enhancement, software upgrade, or software purchase to achieve customer’s desired business outcomes.
• Provide remote services using telephone and remote web meeting technology to resolve customer issues.
• Relay customer feedback regarding products to appropriate individuals in sales, product management, and development.
• Determine best method to resolve problems ensuring customer satisfaction and adherence to the organization's policies. Best methods may include performing Tier 1 and 2 functions performed in a traditional Tier 1, 2, 3 software support model, handing off software defect issues to developers for code correction, or performing professional services to resolve non-defect related issues.
• Initiate product and documentation improvements.
• Organize, prioritize, and handle multiple tasks/assignments/projects
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide leadership to others through example and sharing of knowledge/skill.
• Perform duties with minimal supervision.
• Document department standards and repeatable procedures.
• Account Advocate for named accounts, including managing prioritization of client issues, processing client enhancement and professional service requests, and leading post go-live customer handoffs. July 2014 to Nov 2014 Sun Country Airlines Mendota Heights, MN Helpdesk Technician
• Expediting and efficiently responding to requests through assigned ticketing system, phone, or supervisor direction for support assistance in person, via phone, and/or electronically.
• Diagnosing, configuring and resolving technical software, hardware and software issues.
• Researching questions using available information resources including collaboration with fellow team members and liaison with various IT departments.
• Advising user on appropriate action and provide problem resolution and follow-up.
• Conduct standard help desk procedures and company policy.
• Document and update all support related issues in helpdesk ticketing system.
• Administer and support the help desk software standards, processes and knowledgebase updates.
• Identify and escalate appropriately situations requiring urgent or critical attention.
• Tracking and route problems and requests accordingly and documenting resolutions.
• Staying current with system information, changes and updates.
• Building relations with vendors on support related issues; leading and assisting other helpdesk staff in support of major or complex products; other duties as assigned.
• Ability to learn quickly proprietary and 3rd party software.
• Proven ability to multi-task and reprioritize duties and responsibilities in a timely and effective matter. April 2014 – July 2014 HealthPartners Bloomington, MN Call Center - Appointment Scheduler
• Provide exceptional customer service for HealthPartners patients
• Answered inbound calls and scheduled primary and specialty appointments according company scheduling guidelines
• Strong emphasis of detail oriented with the capacity to multitask in a fast-paced environment
• Active listening skills to efficiently and properly schedule and assist patients
• Effectively utilized company resources to schedule according to company guidelines and verification of insurance.
• Work continuously with sense of urgency.
• Provide solutions and resolve scheduling issues
• Worked closely with MS office products and EPIC software
• Registered and verified new and existing patients information and insurance
• Followed and complied to HIPAA guidelines
Sept 2008 – June 2012 Patterson Companies Mendota Heights, Minnesota Team Lead Computer Support Specialist
• Team Lead role responsible for communicating issues and obtaining key information on critical alerts
• Lead special projects including reporting, escalation of critical issues in data routing
• Answer and log telephone calls from users and customers
• Provide 1st level support for mission critical issues and 3rd level workstation support
• Collaborate across internal teams to ensure timely resolution of user issues
• Effectively manage multiple issues simultaneously
• Continuously prioritize issues based on criticality
• Provide solutions and resolve issues for non-technical users using active listening skills
• Perform hardware and software installations on-site and remotely
• Create and maintain procedure documentation for knowledge base
• Contribute ideas for process improvements in the support department November 2007 – May 2008 United Health Group Minnetonka, Minnesota Information Technology Incident Closure Analyst, United Support Center
• Responsible for customer follow up and confirmation of closed incidents
• Responsible for execution of policy and procedures for ticket closure and escalation workflow processes
• Initiate escalation of unconfirmed incidents to appropriate workgroups, interfacing with various parties
• Document incidents in detail into ticket logs of HP OpenView Service Desk
• Continuously organize and prioritize multiple incidents for follow up
• Responsible for training new members on the policy, procedure and workflow processes for ICT
• Maintain ticket information in customer satisfaction web-based tool according to type and priority
• Gather key information from clients regarding existing incidents to support troubleshooting and resolution
• Provide customer service to internal customers for resolution of IT incidents reported to Level 1 support
• Outstanding attention to detail required for regular review of incident tickets for verification of resolution January 2007 – April 2007 Tempworks Software, Inc. Eagan, Minnesota Contract Support Center Representative
• Responsible for analyzing and troubleshooting incoming customer issues related to both enterprise and hosted software solutions
• Utilized proprietary, web-based help desk software to track and resolve software problems and requests
• Responsible for providing effective support to non-technical end users on first level support issues
• Developed and maintained positive customer relationships
• Contributed to the development of online support tools including FAQs and knowledge base July 2006 – October 2006 Thexton Manufacturing Shakopee, Minnesota Contract Sales Support/Customer Service Representative
• Responsible for invoicing, faxing, receptionist task, mailings, website maintenance, filing, customer service, taking orders, and getting shipping papers ready.
• Processing EDI purchase orders
• Responsible to cultivate positive customer relationships through inbound calls and emails from customer web-site
September 1999 – July 2006 Unisys Eagan, Minnesota Computer Analyst
• Awarded 2004 Certificate of Recognition - Identified by Unisys customers in the Customer Relationship Survey as a contributor to their Business Success
• Specifically assigned to facilitate data center computer delivery practices for a large customer. Letter of appreciation received from that customer upon completion of the assignment.
• Delivered accurate and timely documentation of issues and change management policies and procedures
• Responsible for creation and maintenance of technical procedures published on web portal knowledge base
• Responsible for operations monitoring and management of multiple mainframes in a large complex environment
• Responsible for the completion of daily procedures and scheduled operations required for internal and outsourced systems
• Troubleshoot issues and system malfunctions to ensure timely resolution
• Administered training for new employees on internal and outsourcing systems
• Completed computer-based training through Unisys University Technology School including Database Design, GUI Design, Fundamentals, Programming Fundamentals, MS Outlook 98, and JavaScript Education &
Development
Mankato State University 1996 Mankato, Minnesota
Bachelors of Science in Business Administration Emphasis Management
• Minor: Computer & Information Science/Microcomputers Academy of Education 1998 Bloomington, Minnesota
Associate of Applied Science Degree Emphasis Computer Programming & Analysis
Contact this candidate