Center Agent Call

Skills

Work History

John Yeager

Address West Siloam Springs, OK, 74338

Phone 479-***-****

E-mail **********@*****.***

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. C++

Computer hardware

Computer science

Call center

Technical support

Microsoft Word

Microsoft Excel

SQL

Windows (10+ years)

IT support (6 years)

Desktop support

Helpdesk call support

Instruction and training

Operating system management

Technical issues analysis

Object oriented Programming

Java

Process Associate

Education

2016-02 -

Current

UST Global, Bentonville, AR

Call center support test for clients website providing end user assistance and information about how to utilize patient portal web application and resolve and issues on their computer that would cause issues with utilizing the application such as hardware issues, incompatible browsers, or diagnose end user network issues Roles filled through project: Call center agent, Team Lead, Quality Analyst, Management assistant. Trainer

Team lead: provided solutions on how agents could handle specific situations that arose and assisted manager with running reports for client and reviewed call data and statistics to try to analyze causes for volumes at specific times. When computer issues would effect agent be the first to investigate and locate cause of issue and resolve it as soon as possible or if it needs to be replaced. If local network issues would arise, work with the networking team to diagnose causes until agent applications could function correctly through the network.

Quality assurance: Reviewed agents cases and calls to insure correct process flow and good customer support reviewing up to over 100 per week at most. Training: trained new onboarded agents starting from setting computer with all hardware and installing all applications needed, to instructing them on how the clients application works and process guidelines on how to resolve issues that would arise Management assistant: Assisted with managing some of systems used such as caller software and assisted at base level on guiding or coming up with solutions for any issues agents had with there computer hardware

2014-10 -

2015-05

Teacher's Assistant

Northeastern State University Tahlequah, Tahlequah, OK Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.

Supported student learning objectives through personalized and small group assistance. Worked with lead teacher to monitor class schedule and take attendance. Assist with computers in class room to insure all student have an operable work place or escalate issues to service desk.

2011-08 -

2015-05

Bachelor's degree: Computer Science

Northeastern State University - Tahlequah, OK

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