Customer Service Desk Support
Resume:
Ethel Matus
Rantoul, IL relocating to Savoy, IL
**********@******.***
Professional Summary
Results-oriented IT Analyst and Customer Service Professional with over 10 years of experience in desk support, office administration, and property management. Proven track record of enhancing operational efficiency, maintaining high occupancy rates, and providing exceptional customer service. Strong communicator with expertise in problem solving, team collaboration, and project management.
Objective
To leverage my interpersonal skills, time management, and problem-solving abilities in a challenging role that contributes to the success and image of the company.
Professional Experience
Case Manager
Lincoln’s Challenge Academy – Rantoul, IL
10/2023 - Present
•Conduct character development lessons and individual guidance sessions, enhancing cadet adjustment and growth.
•Facilitate behavioral changes through conflict resolution and interpersonal skills training, leading to a 25% improvement in post-residential success.
•Document and track cadet progress and placement plans, ensuring timely communication with stakeholders.
Insurance Specialist
DXC Technology – Remote
06/2023 - 10/2023
•Built strong client relationships, achieving a 98% satisfaction rate through effective problem resolution.
•Processed eligibility verifications and resolved discrepancies, improving operational efficiency by 20%.
•Utilized CRM software to manage client interactions and educate clients on insurance policies.
Labor Relations Analyst/HR Representative
ETeam Inc. (Contract)- Decatur, IL
08/2022 - 11/2022
•Mediated discussions between employers and employees, achieving a 40% resolution rate on labor disputes.
•Conducted investigations into workplace claims, providing actionable recommendations that improved compliance.
Contact Tracer
Rangam Solutions – Remote
12/2021 - 09/2022
•Researched and established relationships with credible sources, enhancing data accuracy by 25%.
•Developed creative solutions to complex problems, ensuring timely project completion.
Move-In Coordinator
Eagle Ridge of Decatur-Decatur, IL
08/2020 - 05/2021
•Increased occupancy rates from 75% to 90% within six months through effective marketing and lease renewal strategies.
•Conducted property inspections and maintained compliance with regulations, ensuring resident satisfaction.
Assistant Property Manager
Southern Hills Apartments- Decatur, IL
10/2018 - 08/2020
•Maintained a 99% occupancy rate through strategic property management and positive tenant relations.
•Streamlined the lease signing process, reducing turnaround time by 30%.
Team Lead
Disney Stores Online/SDP App – Remote
10/2016 - 07/2020
•Led a team of 20 in delivering exceptional customer service, achieving a 95% positive feedback rate.
•Developed and implemented training programs that improved team performance and productivity.
OS/iOS Technical Advisor
Kelly Connect - Apple (Contract)-Remote
05/2016 - 10/2016
•Provided Tier 1/Tier 2 support, resolving 90% of technical issues on the first contact.
•Supervised daily staff activities to ensure quality and prioritization of tasks.
Application Support Analyst
Archer Daniels Midland Company-Decatur, IL
10/2006 - 08/2010
•Documented technical issues and resolutions, improving operational efficiency and user satisfaction.
•Managed application installations and updates, ensuring adherence to compliance standards.
Education
Bachelor’s in Business Administration
Capella University, 2025
AAS in Business Administration and Human Resources
San Joaquin Valley College, 2008
AAS in Medical Billing
San Joaquin Valley College, 2015
Skills
•Technical Skills: JDE-Mozart, Windows, iOS/OS, Excel, SAP, CRM Software, ServiceNow (SNOW), Citrix, Onesite, Workday, Avaya, BoxDrove, Cisco, Real Page, FLEX, Bomgar, Zendesk
•Soft Skills: Excellent communication, problem-solving, team collaboration, bilingual (Spanish)
•Customer Service: Client retention strategies, account management, regulatory compliance
Contact this candidate