1 0 Customer Service
Resume:
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<p style="padding-top:0;text-align:center;font-weight:bold" class="heading ng-binding">
Joy
Haley
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<p class="center" style="margin-bottom:0;text-align:center">
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ngIf: personal.city span ng-if="personal.city class="ng-binding ng-scope">Hemet,</span end ngIf: personal.city -->
ngIf: personal.state span ng-if="personal.state class="ng-binding ng-scope">Ca</span end ngIf: personal.state -->
ngIf: personal.showcountry ngIf: personal.zip span ng-if="personal.zip class="ng-binding ng-scope">92543 </span end ngIf: personal.zip
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ngIf: personal.address.toString .length>0 personal.city.toString .length>0 personal.state.toString .length>0 personal.showcountry personal.zip.toString .length>0 span ng-if="personal.address.toString .length>0 personal.city.toString .length>0 personal.state.toString .length>0 personal.showcountry personal.zip.toString .length>0 " class="ng-scope span end ngIf: personal.address.toString .length>0 personal.city.toString .length>0 personal.state.toString .length>0 personal.showcountry personal.zip.toString .length>0
span class="ng-binding"><a href="tel:657-***-****">657-***-****</a></span ngIf: personal.phone span ng-if="personal.phone class="ng-scope"> </span end ngIf: personal.phone span class="ng-binding">**********@*****.***</span ngIf: personal.linkedin != '' span class="ng-binding span>
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ngIf: type==2 p ng-if="type==2" style="text-align:center;font-weight:bold" class="heading ng-scope">Summary</p end ngIf: type==2 -->
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ngIf: type==2 type==3 div ng-if="type==2 type==3" class="ng-scope">
<p class="no-margin ng-binding" style=" line-height:19px;text-align:center">
Customer-focused professional with 4 years of experience delivering exceptional customer service. Proven track record of effectively resolving inquiries, handling complaints, and ensuring customer satisfaction. Skilled at utilizing communication and problem-solving abilities to interact positively with customers. Strong multitasker, capable of managing high call volumes and maintaining a high level of professionalism. Eager to contribute my customer service skills to enhance the reputation and success of the organization while continuously improving the customer experience.
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Education
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Mts
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ngIf: u.city span ng-if="u.city class="ng-binding ng-scope">Baltimore</span end ngIf: u.city ngIf: u.state span ng-if="u.state class="ng-binding ng-scope">, Maryland</span end ngIf: u.state ngIf: u.showcountry -->
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Cybersecurity ngIf: u.major.toString .length>0 span ng-if="u.major.toString .length>0" class="ng-scope">in</span end ngIf: u.major.toString .length>0 -->
Cybersecurity/Linux
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<span class="ng-binding"> ngIf: u.showgrad span ng-if="u.showgrad" class="ng-scope">Graduated</span end ngIf: u.showgrad -->
Aug
2023
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ngIf: u.coursework.length>0 p ng-if="u.coursework.length>0" style="margin-bottom:8px" class="ng-scope">Coursework in
ngRepeat: cw in u.coursework span ng-repeat="cw in u.coursework" class="ng-binding ng-scope ngIf: !$first && !$last ngIf: $last && !$first -->Completed comprehensive coursework in Linux cybersecurity, covering fundamental and advanced security concepts. Gained expertise in Linux system administration, including file system structure, user and group management, file permissions, and process control. Developed skills in network security, including firewall configuration (iptables, firewalld), SSH hardening, and network monitoring using Wireshark and tcpdump. Learned system hardening techniques such as SELinux/AppArmor, kernel security, and compliance with industry benchmarks (CIS, NIST).
Acquired hands-on experience in intrusion detection and prevention using OSSEC and AIDE, as well as malware analysis and forensic investigation techniques. Secured web and database servers, implemented secure file transfers, and configured system auditing tools. Developed ethical hacking and penetration testing skills, utilizing privilege escalation techniques and security assessment tools like Metasploit and Nmap. Gained knowledge of incident response, legal considerations, and compliance frameworks such as GDPR and HIPAA to address real-world cybersecurity challenges.</span end ngRepeat: cw in u.coursework -->
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b style="padding: 5px 0 0 20px ">Key Points</b
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Skills</p end ngIf: skills.length > 0 -->
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<ul style="display: block;" id="skillslist_" class="profile_objective no-margin" ng-class="colstyle"><li class Excellent verbal and written communication skills</li><li class Strong problem-solving and conflict resolution abilities</li><li class Proficient in using customer relationship management (CRM) software</li><li class Ability to remain calm and patient in high-pressure situations</li></ul>
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<ul id="skillslist1_" style="display: block;" class="profile_objective no-margin" ng-class="colstyle"><li>Strong active listening skills and empathy for customer needs</li><li>Detail-oriented with a focus on accuracy in data entry</li><li>Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)</li><li>Typing speed of 60 WPM</li></ul>
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<p class="heading" style="text-align:center;font-weight:bold">Job Experience</p>
ngRepeat: j in jobs div style="padding-bottom: 8px;" ng-repeat="j in jobs" class="ng-scope">
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<td style="vertical-align: top"><span><u class="ng-binding">Customer Service Representative</u></span ngIf: j.company.toString .length>0 span ng-if="j.company.toString .length>0" class="ng-scope">, </span end ngIf: j.company.toString .length>0 span><b class="ng-binding">Amazon</b></span></td>
<td style="text-align: right" class="ng-binding"><span class="ng-binding">
Oct
2021
</span ngIf: j.toM.toString .length>0 && j.present != 'YES' span ng-if="j.toM.toString .length>0 && j.present != 'YES'" class="ng-scope"> -
</span end ngIf: j.toM.toString .length>0 && j.present != 'YES' ngIf: j.present == 'YES' ngIf: j.present != 'YES' span ng-if="j.present != 'YES'" class="ng-binding ng-scope">
Nov
2024
</span end ngIf: j.present != 'YES' -->
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San Bernardino ngIf: j.state span ng-if="j.state class="ng-binding ng-scope">, Ca</span end ngIf: j.state ngIf: j.showcountry -->
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ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Assisted customers via phone, email, and live chat, addressing inquiries, resolving issues, and providing product information.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Achieved a consistent customer satisfaction rate of over 95% through effective problem-solving and attentive communication.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Handled escalated customer concerns and complaints, de-escalating situations and finding satisfactory resolutions.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Collaborated with the sales team to identify cross-selling and upselling opportunities, contributing to increased revenue.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Maintained accurate and detailed records of customer interactions in the CRM system.
</li end ngRepeat: d in j.duties -->
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</div end ngRepeat: j in jobs div style="padding-bottom: 8px;" ng-repeat="j in jobs" class="ng-scope">
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<td style="vertical-align: top"><span><u class="ng-binding">Client Support Specialist</u></span ngIf: j.company.toString .length>0 span ng-if="j.company.toString .length>0" class="ng-scope">, </span end ngIf: j.company.toString .length>0 span><b class="ng-binding">South Shore Hospital</b></span></td>
<td style="text-align: right" class="ng-binding"><span class="ng-binding">
Jan
2020
</span ngIf: j.toM.toString .length>0 && j.present != 'YES' span ng-if="j.toM.toString .length>0 && j.present != 'YES'" class="ng-scope"> -
</span end ngIf: j.toM.toString .length>0 && j.present != 'YES' ngIf: j.present == 'YES' ngIf: j.present != 'YES' span ng-if="j.present != 'YES'" class="ng-binding ng-scope">
Oct
2021
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South Weymouth ngIf: j.state span ng-if="j.state class="ng-binding ng-scope">, MA</span end ngIf: j.state ngIf: j.showcountry -->
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ngIf: j.des p ng-if="j.des style="margin-bottom:8px; line-height:14px" class="ng-binding ng-scope">
South Shore Health brings together like-minded people who work “As One†toward a common goal of providing exceptional care the people of our region deserve.
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<ul>
ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Provided technical support to clients, guiding them through troubleshooting processes and resolving software-related issues.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Conducted product training sessions for new clients to ensure a smooth onboarding experience.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Participated in the creation and improvement of support documentation, FAQs, and knowledge base articles.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Collaborated with the product development team to communicate client feedback and enhancement requests.
</li end ngRepeat: d in j.duties li ng-repeat="d in j.duties" class="ng-binding ng-scope"><span class="hidebullet" style="display: none;">• </span>
Assisted in the design and execution of client feedback surveys to gather insights for service improvement.
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