Remote Service Coordinator & Office Support
Resume:
GREG HOSENA
************@*****.***
Adaptable professional with 10.5+ years of experience and a proven knowledge of troubleshooting, programming, and database development. I am aiming to leverage my skills to successfully fill the Operator role at your company. Willing to relocate: Anywhere
Authorized to work in the US for any employer
WORK EXPERIENCE:
Customer Service Representative
Deposita™, An Allied Universal®/G4S - Jupiter, FL
April 2022 - Present
Responsibilities:
● Provide timely, efficient, and professional service to all customers and partners
● Receive inbound calls to assist in installations, connectivity, or configurations of new and current devices
● Organize and prioritize outbound calls related to device connectivity and device health.
● Receive Customer Support escalations for hardware or software troubleshooting
● Proactively evaluate and troubleshoot device issues
● Manage device configuration settings
● Pull and analyze reports to track specific issues and trends in our device estate
● Authorize access to devices and escalations to manufacturers
● Make recommendations for updates to Standard Operating Procedures GSOC Operator
Crisis24 - Fort Lauderdale, FL
March 2022 - March 2024
Responsibilities:
● The Response Coordinator is responsible for general and emergency assistance to a worldwide client base utilizing the operations protocols and other client focused procedures
● Shift work is required, to include regular exposure to nights, weekends
(differential is paid for shift hours) and holidays
● Serves as a team member in the 24/7 Response Operations Center: interface with security and intelligence Subject Matter Experts (SMEs) who support a wide range of security and risk mitigation products and services
● Aids client travelers, expats, and others as the first point of contact
● Prepares case management reports for clients to document actions undertaken
● Responds to various mobile device communications from personnel in high-risk locations
● Utilizes World cue platform to extract, format and summarize data that informs client of potential risk to organizational assets during critical events
GSOC Operator/Security Monitoring
G4S - Risk Operation Center - Jupiter, FL
January 2020 - January 2022
Responsibilities:
● Monitor and maintain all forms of communication, document changes to projects and communicate changes to impacted personnel in a constantly changing environment often under pressure and tight deadlines.
● Identify and escalate issues to the appropriate personnel promptly using appropriate means.
● Maintain a high degree of professionalism and customer service in all communications with G4S internal and external customers.
● Use multiple platforms (calls, new media, social media alerts, online platforms, etc.) to collect, assess, and escalate information that activates defined response protocols to leadership.
● Constantly evaluate equipment and platforms to identify issues, correct minor problems, and elevate concerns local G4S offices, coworkers, vendors, management, and/or customers.
● Frame critical issues correctly and identify resolutions that will help protect the client, the company, and personnel.
● Remote Monitoring, including following alerts, completing investigations and reporting results promptly.
● Monitor incoming client specific security alerts and forward the alerts per protocol in a timely manner
Risk and Compliance Operator
G4S - Safe 2 Say - Palm Beach Gardens, FL
February 2019 - December 2020
Responsibilities:
● Observing and reporting any suspicious behaviors to management and Loss Prevention.
● Bringing any system failures to the management teams' attention for service.
● Adheres to all company policies and standard operating procedures.
● Other responsibilities may be assigned.
● The ability to handle complaints and demanding situations within a busy environment.
Customer Service / Technical Support
Business Processing Operations – Manila, Philippines November 2011 - October 2018
Responsibilities:
● Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
● Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, and actions taken.
● Refer unresolved customer grievances to designated departments for further investigation.
● Determine charges for services requested, collect deposits or payments, or arrange for billing.
● Check to ensure that appropriate changes were made to resolve customers' problems.
● Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
● Review insurance policy terms to determine whether a particular loss is covered by insurance.
● Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. EDUCATION:
Information Technology (Software Development)
AMA Computer University – Manila, Philippines
June 2008 - October 2012
SKILLS:
● Troubleshoot and resolve technical issues related to proprietary software platforms, solar panels, inverters, monitoring systems, and other solar components.
● Collaborate closely with other departments to escalate and resolve complex technical issues promptly.
● Provide exceptional customer service through phone, email, and chat. CERTIFICATIONS AND LICENSES:
Central Station Alarm Association
● Level 2 - 28622
● Immix Video Monitoring 1 and 2 -28622
● Sure View System Certification
● Linux Training Certification 2010
● Perform other duties as assigned by the client and/or management personnel
PROFESSIONAL REFERENCES
Don Crowder
Manager - G4S
Jacob Rodriguez
Supervisor - G4S
Contact this candidate