Customer Service Representative

Cheryl L. Poche

*** ****** **** *****

St. Augustine, FL

813-***-**** **************@*****.***

Summary of Qualifications:

Seasoned customer service representative with over 18 years of providing exceptional customer experience. Detailed oriented and highly organized. Demonstrated excellent oral and written communications. Provided team support, training, and mentored new employees.

Professional Experience:

Nuance Communications, Inc./Microsoft Burlington, MA

Application Consultant November 2004 – March 10, 2023

Delivered professional training on radiology software for Providers, Transcriptionists, Imaging

Directors and System Administrators.

Completed comprehensive written documentation on every assignment. Optimized valuable

Internal resource information to provide ongoing consulting and technical support to customers.

Conducted team leadership role, mentored development of existing Application Consultants,

and participated in orientation and onboarding of new hires.

Received Chairman’s Club Award for high performance ratings and requests for assignment to

difficult customers.

TeleSource, Inc Marietta, GA

Contracted Application Specialist and Trainer April 2002 – August 2004

Orchestrated onsite customized training from telephone and voice mail systems to end users.

Designed and implemented site specifics for Custom Call Routing applications for all external

and internal customers; maximized staffing hours three-fold.

Customized end user and system administrator training documentation and reference guides to

standardize operations; templates provided expert direction for overall service.

Instant responder to customer calls for ongoing routine and trouble-shooting support.

Skills:

Microsoft Office Suite

MS Teams/Zoom platforms

Excellent Oral and Written Skills

Problem-solving/Follow-through

Education:

1978-1982 – Institute of Technology B.S. Merchandising-New York

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