Entry Clerk Helpdesk Technician

Location:

Posted:

December 07, 2022

Amber Lee

501-***-**** ***********@*****.***

Professional Experience

Soft Skills e-Learning Instructor 02/2021-07/2022

National Telecommuting Institute, Boston, MA

•Instructed candidates via Zoom using PowerPoint presentations with a view to flexibility and personalization

•Created and updated course material in collaboration with my team

•Yielded Excel reports regarding individual candidate performance and participation

•Analyzed and reviewed candidate's record and history in order to determine a pass or fail status

HelpDesk Technician Tier 1 05/2020-07/2022

National Telecommuting Institute, Boston, MA

•Responded to candidate inquiries using Freshdesk ticketing system in a timely and effective manner

•Documented each interaction within Taleo with accuracy and attention to detail

•Edited candidate information, generated reports, and enrolled candidates into courses using Moodle Learning Platform

•Developed games and other learning resources using ActivePresenter software according to company and client needs

•Managed interns, offering guidance and leadership while assigning tasks

Virtual eMentor 06/2016-05/2020

National Telecommuting Institute, Boston, MA

•Tracked 350-375 candidates through each stage of the company's training process until 90 days after employment

•Followed up with individuals regarding progress or next steps using Five9 softphone technology

•Collaborated with recruiters regarding available positions while conducting mock interviews with the candidate and gauging qualifications

•Assisted candidates in creating and editing their resumes with strong attention to detail

IRS Order Entry Clerk 09/2013-04/2015

National Telecommuting Institute, Boston, MA

•Answered back to back incoming calls at a rate of 150-200 per five hour shift

•Multi-tasked using Spark softphone technology and daily use of Customer Relationship Management software in a fast paced environment

•De-escalated customers with a view to customer retention while keeping calm under pressure

•Toggled between multiple screens and used multiple applications simultaneously to create a smooth and comfortable customer service experience

Relevant Skills

•Effective at working remotely

•Experienced in using CRM and softphone technology as well as Oracle

•Proficient in Microsoft products and applications

Education

Front-end Development Certificate, University of Arkansas, Bentonville, AR

(Estimated Completion Date of 03/20/2023)

High School Diploma, Pearblossom Private School, Pearblossom, CA, 08/2002