Call Center Support Specialist

Lisa Jones

*** **** ***** · Uniondale, NY *****

Phone: 516-***-**** · Email: adudto@r.postjobfree.com

A top-performing with a diverse and outstanding background that brings a unique and vast skill set to the table. Has a demonstrated record of achievement through the multitude of years providing superb University support. Maintains an excellent technical ability to perform in unpredictable and high-stress environments while upholding an unwavering dedication to accomplishing personal and company goals and objectives while seeking a challenging position with an organization that acknowledges hard work, commitment, and continued successes.

Areas of Strength

Influential Leadership

Communication Expert

Financial Aid

Admission

Registrar

Customer Service

Dependable & Reliable

Loyal & Hard Working

Technical & Analytical

Banner

Organization Management

Strict Timeline Adherence

Training & Development

Project Management

Database

Professional Experience

Supervisor ( Enrollment Management)

St. John's University, Jamaica, NY, September 2016- Present

Manger workflow with the Call Center

Training new hires including staff and student workers

Creating and managing team schedules base of Call Volume

Reporting to Director and senior management.

Evaluating performance and providing feedback

Identifying and applying career advancement opportunities with Staff and Student Workers

Help resolve employee issues and disputes.

Handle Escalated calls from Student and Parents

USER SERVICE COORDINATOR (CALL CENTER)

St. John's University, Jamaica, NY, August 2009-2016

Participate in cross-functional meeting within CSC.

Manage access request for new employees/student workers for the Call Center.

Coordinate with other departments with getting new accounts created for Payjunction and Touchnet.

Create outbound campaigns within Access.

Responsible for distributing work schedule to outbound agents by given them their assign numbers.

Assist with Top-line Summary Reports for Outbound Campaigns

Assist with QSI questions and report request.

Coordinating with the IT technicians in making sure computers and printers are running properly within the Call Center

Assist Q/A Manager with the quality assurance for the Student Workers.

Assist Q/A Manager in training classes pertaining to new IT procedure within the timeframe given.

TECHNICAL SUPPORT SPECIALIST/OFFICE ADMINSTRATOR (Classroom Support)

St. John's University, Jamaica, NY, July 2000-July 2009

Manage Classroom Support reports on a daily weekly basis to the manager of Classroom Support on related issues and at the end of the semester or as requested by Project Manager of Classroom and A/V Services according to the database system.

Create daily schedule report for next day deliver to Classroom Support.

Organize and schedule staffing for student events at the micro level

Serve as the logistics point of contact for equipment request for the Technology Department

Oversee audio/visual and tracking equipment at various venues

Ensure that all event-tracking data is captured and reported to the Technology Analyst

Train and Supervise student workers

Monitor student organization fees for billing purpose

Develop and maintain professional relationships across the University, to ensure quality customer service is provided to students, employees, alumni and the extended St. John’s community

TECHNICAL SUPPORT SPECIALIST (Help Desk)

St. John's University, Jamaica, NY, December 1999- July 2000

Education

Post Master Certificate~ Leadership and Accountability – Capella University, Minneapolis, MN

MASTER OF ARTS ~ SOCIOLOGY: St. John’s University, Jamaica, NY

BACHELORS OF SCIENCE ~ SOCIOLOGY: Suny Old Westbury College, Westbury, NY

CERTIFIED, BMC HELPDESK: Learning Tree, New York, NY

CERTIFIED, NETWORKING: Katharine Gibbs School, Melville, NY

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