Help Desk Customer Service

Rudy Charles

Linden, NJ *****

908-***-****

**************@*****.***

EXPERIENCE

Charlies Flowers, Linden, NJ – Help Desk Support/ Customer Service February 2015- Present

• Assisted with online website order support

• Coordinated and facilitated services based on client need regarding available services

• Maintain and updated online website with services available

• Address and analyze user queries or issues regarding available services and website functionality

• Validated and triaged any customer queries for further processing.

• Ensured that various types of information were communicated to online and in person users through the appropriate channels

• Troubleshoot and resolve common issues, utilizing phone, chat, or email to communicate with customers.

Maximus, New York, NY — Call Center Supervisor

March 2013 - February 2015

• Logged and confirmed worked hours from representatives for payroll

• Generated and distributed daily reports and performance acknowledgments to appropriate personnel.

-Monitored numbers of calls that agents handled each day to ensure each agent is taking the required number of calls.

• Monitored number of calls taken with queued wait times for customers on hold to make sure they are not waiting longer than normal.

• Performed quality assurance on a predetermined number of calls per agent/per month to assure satisfactory performance.

EDUCATION

-Linden High School

-Union County College, Cranford, NJ

-New Jersey City University, Jersey City, NJ

LANGUAGES

English and Haitian Creole

Technical Skills:

• Oracle and Avaya audio/visual systems

• Microsoft Office

• Typing- 37 WPM

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