Kristy Hogan

*** * **** ******, **. Vernon, IN **620 Phone: 812-***-****

Objective: To obtain an office position where I can use the skills I have learned and to continue to work in an office environment.

Experience: Customer Sales Support Specialist: September 2018 –present, AT&T Mobility, since the surplus with Global Operations Workforce Department now a Customer Support Specialist again, assisting customers with their accounts: billing, technical, sales and providing the best customer service for all customers, making sure all of their concerns are resolve to 100% of my ability.

November 2014- September 2018: Workforce Administrator- National Operations Command Center, AT&T Mobility, Evansville, IN.

Interact with managers and representatives on various schedule and center related activities and issues.

Data entry using multiple Workforce Management systems.

Creating, auditing and updating reports and database information

Works closely with all levels of management.

Uses computer terminal and multiple systems to monitor and analyze call center and queue performance.

Evaluate and initiate appropriate action in the center based on current performance relative to defined thresholds and metrics.

Communicate often via email with call taking, workforce and management teams.

Handle multiple tasks at one time.

Function in a fast moving, team environment.

I help with watching queues making sure all calls coming into the call centers are being handled by customer service representatives, and making sure there are no issues. If a site has an issue make sure that is taken care of in a timely manner.

I help to make sure all sites are receiving calls and handling call with no issues, if any issues arise make sure they are handled with no interruption in calls if possible.

Customer Support Specialist I May 2011, - November 2014, AT&T Mobility, Evansville, IN

Providing Customer service to customers for their accounts and assisting with their bill, troubleshoot issues with their cell phone, account and anything they need help with on their account. Make sure all of their issues and concerns are resolved to 100% of my ability. As of March 2014 hired on with the Manager On Duty team to assist with helping out queue support with Vendor Centers, watching the After Call Work to make sure all representatives were on the phone as needed, and as of June 2014 helping with New Hires during the Apply Phase when they come out to take phone calls.

Eligibility Specialist: October 2008- April 2011, Affiliated Computer Services, Inc a Xerox Company. Evansville, Indiana

Processing information in two software programs for clients’ cases to make sure all information is received and processed timely.

Interviews over the phone the phone to see if clients are eligible for benefits

Answering the phone to help the clients with their cases.

Provided excellent customer service for all clients to make sure all questions were answered.

Scheduling Manager/Administrative Specialist: October 2003-August 2008 Securitas Security Services USA, Hopkinsville, KY and Bowling Green, KY

Answering the office phone to help Security Officers and clients.

Scheduling officers for open posts so the clients contract is covered

Entering schedules in the computer for payroll each week for the branch office.

Processed Account Receivables and Accounts Payable to make sure all invoices were paid and we received payments.

Doing interviews and introductions on applicants or new hires when the Human Resources Manager was not available to make sure all job openings were filled.

Mailed and sorted paychecks for the office and Security Officers. Filing contracts

Education: Hopkinsville Community College, Hopkinsville, KY 2001-2004

May 2004 received Associate in Applied Science Degree in Office Systems and 5 certificates: Administrative, Integrated Office Skills, Receptionist, Data Entry Operator, and Financial Assistant Trainee.

Skills: Microsoft Word, Excel, Outlook, PowerPoint, Publisher and Access. Accounts Payables, Accounts Receivables, Payroll, Multitasking.

References: Ken Bradfield, Manager at Securitas Security Services,-812-***-****

Joyce Knight, Coach at Affiliated Computer Services- 812 -760-5884

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