Help Desk Customer Service

Lisa Easter

Jackson, MI

Cell: 517-***-****

Email: ********@*******.***

Summary:

Utility Industry experience includes some time spent with ICF as Energy Analyst.

Skilled in interacting comfortably and competently with senior-level executives within and outside the company, as well as with customers, vendors, and visitors.

Demonstrates a high level of professionalism, organizational aptitude, judgment, intuitiveness, and enthusiasm.

Proven track record in leading executive leader calendars, division calendars, mapping of strategic initiatives and tracking progress of central initiative actions.

Deft at understanding business issues and applying appropriate decision-making skills to set daily priorities.

Proactively seek ways to streamline office processes and leverage best practices that build on our collaborative work environment.

Responsible for all aspects of the operation and maintenance of the Help Desk including PC baseline, upgrading PCs to Windows 7, and installing new software.

Proficient in Microsoft Office Suite applications (Word, Excel, Teams and PowerPoint), Conference Center/Zoom Video Conferencing.

Skills:

ACT

Sightline

Vision

SharePoint

Power Point

Warranty Software

CRM

Applied

Word

Excel

Power Point

SAP

HAL

Capital Rater

Outlook

Office

QuickBooks

Solomon

Sales Nexus

Power Point

10 keys

Travel & Calendar Management

People Skills

Helpdesk Support

Education:

High School Diploma from Western High School 1983

Some College Coursework

Insurance License

Work Experience:

ICF Sep 2016 - Present

Energy Analyst

Provide support for field-based staff and the participating Trade Allies.

Maintain ongoing communications with contractors, customers, and consultants.

Act as liaison between program participants, subcontractors, and customer service, and the processing team.

Responds to contractor and customers’ inquiries and answers product and service questions.

Resolve and clarify customer and energy efficiency program complaints.

Work with Energy Advisors to resolve customer issues/complaints and to supply support to Advisors and customers.

Utilized SAP for customer information lookups, account number verification, and utility data retrieval.

Leveraged Power BI to manage Excel spreadsheets, analyse and compare data, and save it to cloud-based systems.

Provides IT support and training to energy efficiency program participants.

Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket.

Managed IT assets, IT expertise, tracking workflow progress, and helpdesk ticket generation.

Responsible for responding to, documenting, and resolving service tickets in a timely manner.

Work with Program Management to resolve customer issues and to adhere to customer satisfaction.

Weekly reporting on Program Flawed applications.

Work with contractors and customers to resolve flawed application issues.

Work with contractors and customers to resolve flawed application issues.

Back up for CE HPwES PM for Program and assist CE HVAC PM with duties and customer issues.

Andrew's/All Calls Staffing HR Aug 2015 - Aug 2016

Coordinator/Recruiter

Working with clients and customers to place them in a position that suits their needs and skills.

Worked with our customers to promote our staffing company to local businesses within the community to satisfy their employment needs and to create a great working relationship for the future.

Data entry, customer service and processing applications were all functions of the position as well.

Weekly reporting and time entry.

America’s Preferred Home Warranty Apr 2008 - May 2015

Administrative /Customer Service Manager / Sales Support & Training

Managed the Administrative Team and well as the Call Center.

Worked in an outside sales support role also and trained all incoming outside sales reps on the software system.

Manage high volume calendars (conduct calendar analysis, make recommendations, execute scheduling) for 6 to 10 people (partners) across multiple time zones and locations.

Create preshow agenda using MS Word and create schedule using MS Excel.

Worked closely with CEO on reporting within the software system as well as upgrades and implementation.

Coordinated the external contacts for the President, scheduled teleconferences, and tracked periodic communications necessary to stay in contact with high priority stakeholders.

Data entry, travel coordination, ordering supplies, qualify control, customer service training and integrating new programs.

Training of all staff.

Instrumental in creating a new software system for the Home Warranty industry, including testing and implantation.

Powers Insurance Agency Apr 2005 - Jul 1999

Sales/Producer/Customer Service

Home and Auto as well as Commercial lines insurance sales.

Provided customer retention, quoting, sales, data entry, marketing as well as office management and sales management.

Worked closely with Agent to implement marketing plans.

Customer satisfaction and quoting new business and sales.

Taking payments and data entry.

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