Customer Service Support

RITA M. WALTERS

**** ********* **

Aubrey, TX ***27

Cell 571-***-**** ********@*****.***

OBJECTIVE

Become a part of a company where I can learn and use my skills to promote the welfare and growth of the company. Skilled at building rapport with diverse individuals while handling complex technical issue. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.

GENERAL QUALIFICATIONS

• Works well independently and works well with a team (dynamic individual).

• Efficient with Windows operating systems, minimal Linux experience.

• Ability to prioritize and remain focused on the essence of an issue.

• Excellent with customer support services.

• Skilled at learning new concepts quickly while working well under pressure.

• Technician of all sorts, servers, laptops, peripherals and cabling.

• I am a very dedicated, intellectual, punctual individual that is persistent in getting the job done efficiently and correctly.

TECHNICAL PROFICIENCIES

• Platforms: Windows 7 / 8/10, UNIX, Mac OS, iOS, Android

• Hardware: Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors

• Applications: Microsoft Office, Microsoft Dynamics NAV, Norton / McAfee Anti-virus, Veritas

/ Retrospect Backup, Trend Micro Office Scan, Norton / Symantec Ghost, Norton Internet Security

EXPERIENCE

09/18-Present Customer Service Generalist Texas Department Of Motor Vehicle, DMV Carrollton,

• Provides quality customer service to the public, county tax offices and industry stakeholders regarding title and registration application requests and customer inquiries for TxDMV information, services, policies, procedures, law, rules and regulations.

• May process customer apportioned registration in-person, by telephone and through the TxIRP online application.

• Communicates to assist the public, government entities and industry stakeholders in person, by telephone (inbound/outbound), by e-mail and through correspondence.

• Prepares and edits correspondence for the public and agency stakeholders including government agencies, law enforcement, vehicle dealers and metal recyclers.

• Reviews, processes and routes mail. Tracks receipt and processing of documents.

• Retrieves information from master files, mainframe systems and databases to verify against applications, forms and supporting original documents. Enters information into databases and approves or rejects issuance of requested documents.

• Researches information from manuals and electronic resources to resolve complex

• customer service problems, and collaborates with other agencies and divisions to provide information and services to external and internal customers.

• Maintains specialized expertise in TxDMV laws, rules, regulations, policies and procedures to issue temporary registration; NAFTA permits; may authorize refunds and corrected title requests and may issue credit fee vouchers and bonded title letters.

• Receives and processes customer applications and functions as cashier to collect and disperse fees.

• Balances daily receipts and assigned inventory; reconciles discrepancies and prepares financial reports.

• Participates in team meetings to contribute to the development of best practice procedures.

• Frequently collects, delivers or moves computer equipment, mail, files, license plates, records or other items weighing up to 50 lbs. each.

• Performs other job-related duties as assigned.

02/2013 - 09/2018 Customer Service Generalist, Virginia Dept. of Motor Vehicles (DMV),

(Arlington, VA)

• Handle customer transactions, problem solving and multitasking skills

• Using multiple PC screens, cash drawer, credit cards, inventory, policies, procedures, and regulations

• Listening to customers’ questions and concerns, providing answers or responses as needed

• Working with customers in a fast paced call center environment, providing information about products or services, cancelling accounts, or obtaining details of complaints

• Administer vision tests with customers; process applications for driver, dealer, motor carrier Vehicle registration and titling, tax collection, IDs, and other DMV related services

• Reviewing or making changes to customer accounts

• Issuing Virginia credential such as birth, death, marriage and divorce certificate.

• Certified every five years to administer road tests in customer’s vehicle

• Maintain documentation of all legal papers and audit customer applications.

• Maintain records of all incidents in a systematic way.

• Provided excellent customer assistance and service in a pleasant and professional manner

• Provide phone/email support and assignment of task to incoming complains to our customer service center.

3/2010 – 02/2013 Administrative Assistant, Jireh Transportation Inc. (Woodbridge, VA)

• Responsible for administering secretarial duties, such as handling phone, typing letters and memos filing, faxing, copying, mailing and Filing documents and maintaining an orderly filing system

• Adapt at operating all office machinery and proficient in the use of Microsoft applications, such as word, word Perfect, PowerPoint and Excel Scheduled daily executive board activities, meetings and travel arrangements

• Coordinated with vendors, ordering products, and facilitated repair on all existing systems.

• Monitor conceptualization and implementation of all projects.

• Maintain records of customers, company in the database.

• Provided excellent customer assistance and service in a pleasant and professional manner

• Provide phone/email support and assignment of task to various staff

• Accurately documented all technical support and customer’s help desk interaction.

• Help to maintain staff schedules for meetings and solved minor workstation-related issues 12/2008 - 02/2010 IT Help Desk Support, Bruce Systems Inc (Alexandria, VA)

• Rotated 24/7 on-call support.

• Access Control, Alarm System, Intercoms, Computer Networking, and Various CCTV including IP etc.

• Support for security services such as account and password support, encryption, firewalls, rights and privileges, and security and technology policies.

• Support for software with such functions as operating systems, e-mail/messaging, office productivity, drivers, applications, web applications, remote connectivity, and automation.

• Support for services such as data center services, tape and CD services, reporting, and systems training.

EDUCATION

• 2015 Certificate related study towards the CCNA Security, CompTIA Cloud+ and CompTIA Linux+ in progress.

• Virginia State University

• BS, Hospitality Management/Minor in Business Management (Spring 2007) REFERENCES AVAILABLE UPON REQUEST

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