Customer Service Engineer/Data Entry Specialist

KERRYANN N. DAWKINS

** ****** **** **** ****, MA 02136 617-***-**** ***************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

• Extensive background in customer service & support

• Possess exceptional listening, organizational, verbal & written communication skills

• Recognized strengths in analyzing and evaluating to choose the best solution to solve problems

• Proficient with Call Center systems - IVR/VRU, CTI, CRM, as well as OPERA PMS

• Capacity to work independently or as part of a team, multi-task & uphold high productivity in any setting

• Advance knowledge of MS Word, Internet & the World Wide Web /Primary knowledge of Excel, PowerPoint & Access/Type 45 WPM with high accuracy

EXPERIENCE

The Answer Group (TAG) North Lauderdale, FL 02/2006-12/2010

Email Support Engineer & Technical Support Engineer

• Retained customer loyalty and confidence by performing advanced level troubleshooting and resolving complex issues regarding internet service problems on initial customer contact

• Build customer assurance by staying knowledgeable about service, operation, feature capabilities and configuration settings

• Accurately and efficiently create trouble tickets documenting the details of each calls and conclusions by obtaining key information preventing high call volumes and reducing the need for customers to follow-up

• Collaborated with 3rd party email support teams to identify problems and malfunctions then crafting successful resolutions consistently increasing customer satisfaction

First Notice System Charlestown, MA 06/2002-01/2006

Claim Reporting Specialist

• Front-line contact for personal, commercial, and workers compensation claim reporting

• Examined callers for significant facts pertaining to their loss lessening fraudulent claims

• Expedited claim process by securing appropriate documentations and preparing notice of loss for claim adjusters

• Retained business by providing repair vendor, rental, emergency and catastrophe aide to customers in a timely manner

Hanscom Federal Credit Union Cambridge, MA 08/2001-11/2001 (3 months contract)

Credit Union Service Representative

• Interacted with members face-to-face and over the telephone, safeguarded credit unions’ cash while processing deposits, withdrawals, check cashing, money wires, and other daily banking transactions

• Upheld members’ gratification for security by adhering to all current policies, procedures, regulation compliances and maintenance of their confidentiality at all times

• Contributed to the increased of business by making unsolicited suggestions to members for new or existing services, answered questions relating to credit unions’ products and services, and performed other duties as assigned

EDUCATION

Hotel & Hospitality Training American Hotel & Lodging Certification Boston, MA 2012-Current

Microsoft IT Academy Online Microsoft (A+) Certification Boston, MA 2011- Current

Microsoft IT Academy Online Microsoft Digital Literacy Certificate Boston, MA 2011

United South End Settlements Data Entry Specialist Certificate Boston, MA 2011

Johnson & Wales University Attained 2 years of college credits North Miami, FL 2000-2002

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