Customer Service Technical Support

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

Danielle Henderson

202-***-**** *************@*****.*** Washington, DC 20011 Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

• Technical Support • Troubleshooting • Employee Training

• Communication • Problem-solving • Performance Monitoring

• Queue Management

Customer Support Analyst II

HighRise Consulting Inc., 2017 - 2025

• Trained on NIH Grants Life cycle and iEdison

Assist applicants applying for NIH grants using ASSIST and Grants.gov Workspace with resolving submission errors and successfully submitting error free applications for consideration

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• Assist applicants with tracking applications using Grants.gov tracking numbers Answer, troubleshoot, and document end user issues for the eRA Commons grants management site via Service Now ticketing system

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• Respond to and resolve service tickets submitted online and created via telephone

• Set up WebEx meeting to conduct troubleshooting and for escalation of unresolved end user issues

• Include supporting documentation for escalations using Snipping tools, screenshots and WebEx application

• Train new hires (onsite and remotely) in the process of using eRA Commons system and ASSIST Offer continuing education for Employees having difficulties with documentation and troubleshooting processes

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• Take 15 to 20 calls daily and resolve technical issues on first touch Grants Specialist

American Kidney Fund, 2006 - 2017

• Process grant applications for assistance with paying their health insurance premiums Manage customer relations with points of contacts for over 10 dialysis companies with user of Grants Management System (GMS) and troubleshooting grant applications that were submitted and approved/rejected

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• Travel to train dialysis company Point of Contacts in using GMS EDUCATION

COMMUNICATION SKILLS

LEADERSHIP EXPERIENCE

Put together Powerpoint presentation on how to use GMS for easy access to users who want for access to understand how to submit applications and manage awards.

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Office Assistant/Billing & Payroll Coordinator

Porter Education & Communications, Inc, 2003 - 2005

• Process billing and payroll information to ensure timely billing and payroll for independent contractors

• Manage invoice information for over 10 contracts under the No Child Left Behind act

• Assist with documenting visitors and offering more information on employment and programs offered. Fairmont Heights High School, Capitol Heights, MD

Answering technical and programmatic questions that applicants and users may have when submitting applications for grants (AKF)

New hire training for new employees including demonstrations and testing to see how content is being understood. Point of Contact for colleagues who also need assistance when answering calls/service desk tickets

(HR) Travel to train stakeholders in how to use the system and how to submit grant applications (AKF)

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