VELMA HAYWOOD

Okmulgee, OK, *****

918-***-****

adzv9v@r.postjobfree.com

Career Summary

Consumer Support Services Professional with 11 years of experience, advanced computer skills and, a proven ability to provide software support services to end users of various web-based applications. Recognized for consistently high NPS scores.

Professional Profile

Served as an effective liaison between end users and software developers by recognizing and reporting software issues as they developed.

Self- motivated with a proven ability to work unsupervised for extended periods of time. Proven ability to upsell when appropriate.

Received monetary rewards for demonstrating excellent time management skills including the ability to effectively toggle between numerous screens and applications, without sacrificing quality customer service.

Customer Contact Representative

August 2015-August 2020

Asurion

Receive calls and answer questions from customers.

Perform troubleshooting related to the use of Verizon products and services.

Occasionally make customer callbacks.

Routinely process customer claims.

Consistently meet metric, attendance and call resolution requirements.

Agent@Home

January 2014-April 2014, March 2015

Teletech Inc.

Received calls from customers and answered questions related to the use of Turbo Tax software. Performed other various tasks including data entry, status updates, and online documentation.

Occasionally made customer callbacks and routinely composed and sent closing emails containing customer satisfaction surveys.

Consistently met metric, attendance and call resolution requirements.

Search Engine Evaluator

November 2012- November 2013

Leapforce Inc.

Visited targeted websites to determine quality and utility of site landing pages. Inspected web product and image pages for accurate representation of queries, and kept a detailed record of time and tasks worked. Maintained a high degree of confidentiality regarding work and assignments. Worked from home via the internet.

Rehab Therapy Tech III

October 2010- November 2012

Denton State Supported Living Center

Facilitated the acquisition of everyday living skills for residents, one on one and in a group classroom setting using arts and crafts, verbal instruction, and hands on training methods. Maintained detailed confidential records.

Behavior Therapist

January 2009 -October 2010

Denton State Supported Living Center

Observed and recorded targeted behavior of residents, picked up written behavior observations recorded by direct care staff. Compiled and entered behavior data into the computer system. Sent regular detailed reports to Psychologists via email. Kept accurate files of data behavior sheets and retrieved specific data sheets upon request.

Mental Retardation Assistant

January 2007 –January 2009

Denton State School

Provided daily care of individuals served in a group home setting, including bathing, dressing, and meal preparation. Provided training to facilitate a higher level of functioning. Served as an escort to various functions, on and off campus. Occasional supervision of 2 or 3 staff members.

Education

Northwest Classen High School

Diploma

1974-1976

Argosy University

BA in Psychology

January 2010 - July 2013

Recognized by the Dean for exceptional academic performance.

SKILLS SET

Organized

Detail oriented

Self-motivated

Highly developed interpersonal and communication skills-able to interface successfully with a public of diverse backgrounds, as well as associates and management at all personnel levels.

VELMA HAYWOOD/6820 E. 57th Place

Tulsa, OK, 74145918-***-**** adzv9v@r.postjobfree.com

Contact this candidate