Customer Service Help Desk
Resume:
Joseph Ogacho
Phone: 469-***-****
E-mail: *******@*****.***
Garland, Texas
OBJECTIVE
Incorporate marketing knowledge, IT and customer relation skills into a top commercial organization and create outstanding marketing solutions and strategies through creative innovation. High-energy Supervisor successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns as well as contributing new ideas that drive company growth. Organized and diligent with excellent written oral and interpersonal communication skills.
PROFESSIONAL SKILLS
Office administration
Workflow optimization
Calendar management
File and records management
Translation and Interpretation
Correspondence and reporting
Typing speed approximately 52 wpm
Proficient with Microsoft Office Suite
Resolves escalated situations creatively and effectively
Focuses on strengths
Self-motivated and resourceful
WORK EXPERIENCE
Help Desk Analyst l/ IT Support Nov 2018 to Present
Radiant Logistics- Dallas, Texas
Handle technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engage and track Priority 1 issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
Selected Contributions:
Researched and developed knowledgebase articles for Windows 10 issues, resulting in a 35% increase in first-call resolutions and $5K in annual savings.
Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).
Handled 30+ technical/mission-critical calls daily and consistently met high service standards.
Sales Representative, Sept 2017 to Oct 2018
DDJ Luxury Auto LLC - Dallas, Texas
Leveraged strengths in persuasive communications and consultative sales to become a top sales performer for both retailers (including top 3 rankings out of a 15-member sales force).
Customer Service Supervisor, Senior Claims Adjuster II
Home Buyer’s Warranty – Dallas, Texas April 2016– Sep 2017
Performed as supervisor over approximately 40 customer service representatives handling escalated situations
Had dual role within company as supervisor over customer service department and acted as lead manager and representative over authorizations department
Chosen as integral quality team member to audit previously authorized claims
Maintained precise and accurate records for claims with less than 1% audit rate
Customer Care Professional/ Office Assistant
First Data Corporation - Denver, Colorado Jan 2015 – April 2016
Provided customer service to customers for the Electrionic Federal Tax Payment System contracted by the IRS
Maintained precise and accurate records and was responsible for training employees in data entry
Frequently commended by supervisor for excellent work performance
Set an evaluation for standards and was used during training by Quality Assurance on what defined a “Golden Call”
Swahili/English Interpreter/translator Aug 2014- Dec 2014
Reuters East Africa Bureau
Provide English/Spanish interpretation services at management meetings and during telephone conferences.
perform quality reviews of texts translated by external vendors and interns.
Teaching online students Swahili/English.
EDUCATION
Richland College – digital forensics (current)
Moi High School Kabarak
CERTIFICATION
Cisco certified Entry Networking Technician (CCENT)
Comp TIA A+
HDI-Support Center Analyst (HDI-SCA)
REFERENCES
Darlene Henderson
Owner DDJ Luxury Auto LLC
Dallas, TX
Marco Walker
Software Engineer
First Data Corporation
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