Help Desk Call Center

Michelle Rivers

********@*****.*** 646-***-****

Professional Summary

Experienced Call Center and Help Desk professional with a strong background in customer service, telecommunications support, administrative assistance, and health care coordination. Skilled in ticketing systems, client outreach, issue resolution, and managing high-volume call traffic. Proficient with Salesforce, PeopleSoft, Microsoft Office Suite, and Epic software.

Work Experience

Community Outreach Administrative Assistant, Department of Education (11/2021 – 04/2023)

- Contacted parents for CEC election outreach; managed and updated spreadsheets with daily corrections.

- Provided support and updates to management and fielded inquiries regarding voting procedures.

- Created training scripts and onboarded new outreach staff.

Patient Navigator, Chase Bank (10/2020 – 12/2020)

- Checked employees for COVID-19 symptoms and logged test results for clinical review.

- Referred symptomatic individuals for further testing and ensured data accuracy.

OEM Wellness IHM Manager, NYC Emergency Management (03/2020 – 05/2020)

- Monitored COVID-19 recovery patients in isolation facilities.

- Submitted daily health reports and supervised wellness staff.

Call Center Agent, NYC Human Resources Administration (09/2019 – 02/2020)

- Handled inquiries about case closures and benefit overpayments.

- Processed installment agreements and relayed calls to appropriate units.

Call Center Specialist, Teacher's Retirement System (07/2019 – 09/2019)

- Responded to pension account inquiries and supported loan applications.

- Provided account updates and sent out requested documents.

Call Center Coordinator / Dispatcher, NYC Housing Authority (04/2019 – 06/2019)

- Processed emergency maintenance tickets across boroughs.

- Coordinated with departments and issued ticket numbers to residents.

Communications Operations Specialist, NYC Department of Transportation (12/2016 – 04/2018)

- Handled borough-wide emergency infrastructure issues via SIMS call center.

- Relayed time-sensitive data to field units and assisted with permit coordination.

Community Assistant – Build It Back Program, NYC DEP (07/2016 – 12/2016)

- Performed intake and data entry for Hurricane Sandy recovery cases.

- Assisted with document submission and client navigation.

Help Desk Dispatcher / CSR, Compu-Phone Telecom (11/2007 – 01/2008)

- Dispatched technicians and created tickets for telecom issues including voicemail and cabling.

- Processed online sales, mailed invoices, tracked payments, and handled daily bank deposits.

Telecom Help Desk Analyst, Museum of Modern Art (01/2007 – 10/2007)

- Supported 600 users via 10-line help desk; resolved voicemail and telecom issues.

- Assisted IT manager with purchasing, inventory tracking, and PeopleSoft billing.

Receptionist / Biller, Fred Frankel & Sons (08/2004 – 10/2006)

- Managed 20-line switchboard, handled billing, tracked overseas shipments, and supported customs documentation.

Help Desk Analyst, NYC Transit – Lockheed Martin (08/2001 – 11/2002)

- Created and tracked computer service tickets; ensured timely resolution for transit employees.

- Ranked highest in courtesy and speed; used McAfee ticketing system.

Telecom Help Desk Analyst, Deutsche Bank (01/2000 – 04/2001)

- Opened help desk daily and processed telecom and voicemail service requests.

- Tracked equipment, resolved first-level issues, and assisted office management.

Medical Receptionist, Housing Works, Inc. (06/2008 – 10/2010)

- Supported intake director, referred clients to medical services, and maintained attendance compliance.

- Managed daycare operations, handled reception duties, and processed medical records and reimbursements.

Education

Ashford University – Medical Office Management / Administration

Skills

- Call Center Operations

- Help Desk Support

- Telecommunications

- Customer Service

- Ticketing Systems (McAfee, Salesforce)

- PeopleSoft

- Microsoft Office Suite

- Administrative Support

- Data Entry

- Healthcare Coordination

- Epic Software

- HIPAA Compliance

- Program Management

- Reception & Scheduling

- Training & Onboarding

Contact this candidate