Miranda Harrison

adymcv@r.postjobfree.com • 404-***-****

www.linkedin.com/in/miranda-harrison-a109b41243/ • Austell, GA

Broad-based experience professional with over 15 years expertise delivering optimal service and care throughout the Services and Administration industry. Adept in incident and knowledge management. Demonstrated success collaborating with internal and external agencies. Passionate Information Technology enthusiast poised to implement newly gained ServiceNow acumen to develop software solutions using JavaScript, Web Services, HTML and CSS. Views challenges as opportunities.

Core Competencies

Problem solving

Communication

Persuasion & Negotiation

Product Knowledge & Sales

Time Management

Collaboration

Project Management

Troubleshooting

Customer Relations

Professional Experience

ServiceNow System Administrator, Mar 2023 to Jun 2023

TechBridge Professional Development Bootcamp, Remote

Design, develop and configure ServiceNow platform. Update HR profiles and assign identified skills to users and groups. Configure employee document management, chat and email, HR services and crate Service Catalog items. Secure personal information: HR case work notes, HR profile fields, and payroll COE. Collaborate about tasks with ITSM team members internal and external customers and partners. Develop ITSM roadmap. Update and maintain testing protocols. Perform end user technical support for clients. Monitor external system integration and conduct manual exports and imports. Execute ServiceNow as effective incident response method. Utilize best practices of ServiceNow IT management processes.

Blue Orion LLC, Nevada CA Jan 2019 – Present

Customer Service Representative

Serve customers with excellent product, guest services, and information. Attend training sessions. Utilize computer system and problem-solving acumen to resolve customer issues and concerns. Enter data into database. Research to gain insight to resolve issues. Follow-up on customer inquiries to ensure prompt resolution. Ascertain call logs and reports are complete.

Selected Accomplishments:

●Drove customer loyalty by 50 % and increased retention by 65% through exceeding customer expectations and company metrics.

●Engaged with over 100 customers weekly and promptly resolved issues or concerns.

●Utilized communication tactics and maintained expert knowledge of company products or services to best serve customers.

●Created a monthly newsletter which engaged team members that led to increased morale and community.

Best Western, Marietta, GA Jan 2020 – Jul 2020

Sales Associate

Presented excellent service and ensured high levels of customer satisfaction. Drove sales. Welcomed customers and answered queries. Trained new sales team members on processes, polices, and procedures. Maintained knowledgeable and expertise on goods and services. Explained best products for customer needs its benefits and functionality. Promoted special sales, offers, and awareness of programs.

Selected Accomplishments:

●Developed expert level product knowledge and implemented product understanding and customers’ desires to exceed personal sales goals by50 % within 2 weeks.

●Consistently identified by leadership for demonstrating WOW effect to customers delivering service beyond set expectations.

West Staffing, Atlanta, GA Jan 2002 – Sep 2006

Office Assistant

Oversaw clerical tasks, sorted, and sent mail. Presided over office supplies inventory. Maintained and organized files. Welcomed office visitors. Answered phone call and directed to appropriate department. Scheduled meetings and sent invites to attendees.

Selected Accomplishments:

●Enforced excellent customer service for over # clients; brought friendly bridge between client and executive.

●Augmented customer satisfaction by 55% consistently delivering a professional and polite tone to clients in person and over the phone.

●Delivered timely and professional services which increased productivity and efficiency by 75%.

Additional Experience

Hotel Staff, Beacon Staffing, Atlanta, GA

Catering, Ramada Inn, Clemson, SC

IT Technician, Dish Network, Marietta, GA

Education & Training

1st Art, South Carolina Governor School for the Arts, South Carolina Governor’s School for the Arts and Humanities.

Student to be Accepted for Music & Drama

Spartanburg, SC

Medical Assistant & Surgical Technology

Iverson Business School

ServiceNow Boot Camp

TechBridge, Atlanta, GA (Remote)

Certifications

CIS,CSA, ITSM TechBridge, Jun 2023

ServiceNow CSA, TechBridge, Jun 2023

Bookkeeping & Payroll, 2003

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