Customer Service Call Center

Colleen Gray

850-***-**** Crestview, Florida

WORK EXPERIENCE

Arise Remote

Barnes and Noble Specialty (Contract) Jul 2024 - Dec 2024

●Answered calls from Barnes and Noble/Papersource customers

●Assisted customers with ordering, finding their orders, replacing orders, refunding orders.

●Also worked in supervisory role assisting with customer complaints, refunds and potential fraud issues.

TurboTax/Customer Service/SME (Contract) Jun 2022 - Jul 2024

●Worked as a agent on the phones answering inbound calls as well as troubleshooting program and computer issues with clients.

●Also served as a QA Support Resource for the last 3 seasons during peak.

●Was also a member of Resolutions and Tier 2 support.

●Inbound calls.

Optimal Health Care Dba Comfort Keepers

Caregiver Jun 2017 - Mar 2020

●Assisted clients in their homes.

●Duties to include bathing, cooking, light housekeeping, companionship, taking clients to appointments, shopping, running errands and keeping them moving as much as tolerated.

●Worked with clients that had memory issues, incontinence, those needing ambulatory assistance, and those needing assistance with eating and drinking.

Fresh Market Destin Florida

Morning Baker Feb 2017 - May 2017

Amazon.com

Customer Service Associate (Seasonal) (Part Time) Nov 2016 - Feb 2017

●Assist customers via telephone with returns, refunds, replacements of items purchased.

●Also assisted customers with website and order questions as well as method of payment problems.

Tom Thumb Crestview, Florida

Helpdesk Jun 2006 - Oct 2016

●In this capacity, I assisted store personnel with computer related issues via phone.

●Troubleshoot various computer hardware and software issues to include but not limited to POS systems, fuel integration, back office computers.

●Either resolve issue with customer or dispatch appropriate department/vendor.

Store Manager Mar 2005 - May 2006

●As Manager, I was responsible for daily paperwork, inventory, supervising employees, banking transactions, scheduling employees as well as hiring and disciplinary actions.

Assistant Manager Apr 2004 - Feb 2005

Sales Associate May 2003 - Mar 2004

ACS Dallas, TX

Team Lead Tech Support Nov 1998 - Oct 2002

●Worked on the 7-11 helpdesk, taking calls, troubleshooting Unix and Win NT based systems.

●Worked in conjunction with NCR to resolve hardware issues at the store level including hard drive replacement, system recoveries, and other hardware replacement.

●Placed in the Quality Assurance group in July 1999.

●In September 1999, became a level 2 Analyst and November 1999 became shift monitor/acting team lead.

●Feb 2000 moved to 1st shift as team lead for Level 2/Tech Support.

●Nov 2000 also assumed the responsibility of Team Lead for Level 1/Helpdesk Coordinators.

●March 2001 moved to 3rd Shift as Team lead for all departments.

EDUCATION

OWCC Niceville

Associate Degree, Programming and Analysis

SKILLS

● Microsoft Word/Excel

● Salesforce

● Zendesk

● Remote Desktop

● Microsoft 10/11

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