Customer Service Help Desk

Sean David Roscher

Hutto, TX ***** 512-***-**** ***********@*****.***

linkedin.com/in/sean-roscher-a27105118/

Help Desk Analyst

Results-driven Help Desk Analyst with demonstrated experience in the insurance sector. Proven success launching, implementing, and troubleshooting technical programs. Provides prompt system support that streamlines and optimizes employees’ digital communication and resources. Adept with quality improvement initiatives to improve company processes.

Core Competencies

System Support System Process Improvement Team Management Quality Improvement

Customer Satisfaction Program Launching Troubleshooting Technical Project Management

Professional Experience

Farmers Insurance Group, Austin, TX 1/2006 - Present

Agent Support Center Help Desk Analyst II 12/2012 - Present

Provided technical support with Farmers Insurance Group systems. Delivered system support, such as configurations and program diagnosis.

Assisted with policy transaction processing and dashboard navigation access.

Provided password access reset.

Contributed feedback for system process improvement by spearheading project review and implementation as a member of the ASC Smart Council Team.

Senior Service Advocate 1/2006 - 12/2012

Assisted customers and agents with complex transactions processing. Provided instruction pertaining to insurance guidelines and conformity to said guidelines.

Served on the Defect Team analyzing and resolving complex issues where guidelines went unmet.

Reported system issues via a Service Ticket for further research by Programming Team.

Sears Holding Corporation, Round Rock, TX 11/2001 - 1/2006

National Customer Relations/sears.com

Supported the business by being empowered and prompting problem-solving abilities in the stores. Proactively resolved customers’ issues.

Offered product replacements, set repair and delivery services, and offered compensation when appropriate to provide a positive customer service experience.

Assistant Manager at Burger King

Leads shift teams at multiple locations.

Entrusted with inventory and making sure money amounts matched sales tallies and deposits at Financial Institution

Self-empowered in learning and repairing electronic equipment such as cash registers at multiple locations.

Education

In Progress: Cyber Security Bootcamp,

University of Texas at Austin

Sean David Roscher 512-***-**** Page Two

Awards and Certifications

Farmers Insurance Group

Insurance Institute of America- Insurance Essentials Certification

Six Sigma/Lean Yellow Belt Certification

Six Sigma Green Belt Certification

KCS Reader Certification

Sears Holding Corporation

Member of the Customer Center National Chairman’s Award for outstanding customer service.

Assistant Manager of the Year at Burger King

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