Customer Service Help Desk

EH

ETHEL R. HALL

***********@*****.*** 904-***-**** Jacksonville, FL 32257

Professional Leader with over 15 years of experience in management, project management leadership in information technology. Extensive experience in customer support, and financial services. A track record of training and leading results driven and quality-oriented teams that achieve desired business objectives. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Troubleshooting

Accounts Payable and Receivable

System Maintenance and Repair

Project Management

Customer Service

Staff Training

Records Management

Employee Development

Work Planning and Prioritization

Travel Arrangements

Flexible Schedule

Business Process Support

Team Building

Schedule Coordination

Document Management

Verbal and Written Communication

Cross-Functional Collaboration

Leading Team Meetings

Office Administration

Meeting Coordination

Team Development

Technical Support

Quality Controls

Problem-Solving

Professional Networking

Budget Management

Support Services

Regulatory Compliance

Performance Evaluations

Customer Service Understanding

Quality Assurance

Customer Service Expertise

Technical Support Understanding

Training and Mentoring

Comcast Cablevision of Florida Inc

Jacksonville, FL

IP Support

07/2011 - Current

Great listening skills and clear communication to assure mutual understanding of customer's needs and concerns

Have demonstrated a professional rapport with customer by listening, while acting appropriately in all situations

Have represented Comcast in a positive, professional, and ethical manner working to exceed customer expectations, while minimizing the need for further escalation

Take ownership and accountability that serves to help facilitate successful outcomes per the customer's requests, up to and including further escalation

Create opportunities and additional value to our customers (products, service, and additions)

Accurate with order processing to assure minimal errors or later issues in fulfilling orders

Have a strong ability to analyze and solve problems regarding internet and Summary

Skills

Experience

phone

Setting up email address, adding client's email, provision modems and routers

Make customers feel empower to use their computer

RailAmerica Jacksonville, FL

Transportation Customer Service

Specialist

06/2008 - 12/2009

Prepared information for railroad reports

Performed clerical tasks at the direction of the Customer Service Manager Communicated interpersonally with customers, railroad employees and the public Issued train lists for yard and road train crews in a timely and accurate manner Processed equipment interchange consists in a timely and accurate manner Processed paperwork generated by train crews in a timely and accurate manner

Processed service requests and billing from customers in a timely and accurate manner

Applied accessorial charges to equipment in accordance with paperwork or management

Fermilab Batavia, IL

IT Help Desk Lead

04/2001 - 03/2008

Ensured that identification of the help desk customer's problem was logged in the properly manner

Confirmed that the customer was informed of the manner and method of correction in a timely manner

Developed procedures for improving the help desk functions for the customer benefit

Monitored all department orders using the Oracle ProCard application Reconciled ProCard statements monthly or weekly as needed Co-Trained with Training Manager on all aspects of training for the business systems

Managed the development of department standards and procedures Organized and assisted in department meetings

Developed and managed the schedule of service

Lucent Technologies/AT&T Naperville, IL

06/1980 - 06/1999

College of DuPage Glen Ellyn, IL

Some College (No Degree) in Computer And Information Sciences DePaul University Chicago, IL

Some College (No Degree) in Computer Science and Programming Joliet Junior College Joliet, IL

Some College (No Degree) in Accounting And Finance Education and Training

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