Customer Service Support
Resume:
STEVEN POIRIER
Hawthorne, CA 90250
Cell 310-***-****
Email: **********@*****.***
Citizenship-United States
QUALIFICATIONS
* Adept at establishing, developing and maintaining positive rapport with individuals from all career levels and societal/educational backgrounds. Tactful and diplomatic. Especially skilled at resolving conflicts, communicating processes and procedures and enhancing understanding of the Transportation Security Administration (TSA) mission, vision and values.
* Trains and team-builds with others to accomplish set objectives or surpass minimum standards with high regard for the importance of strong interpersonal relations, care and concern.
* Proficient at organizing, assessing and fulfilling complex, technical requirements. Quickly grasps new concepts. Assimilates new skills easily.
* Possesses current knowledge of theories, dynamics and factors underlying the aviation screening process in accordance with requirements that enable authoritative and independent handling of screening functions.
* Skill sufficient to operate a range of advanced security screening technologies, including X-rays and Explosive Trace Devices (ETDs).
WORK EXPERIENCE
11/2010 to 02/2012
Merchandising Supervisor
Rite Aid
1720 Aviation Blvd.
Redondo Beach, CA 90278
Salary: $24,000.00/year
Hours per week: 40+
Supervisor: Sean Rodriguez, Phone: 310-***-****
* Supervise 3-5 employees at any given time.
* Responsible for working Merchandise to the Sales floor.
* Efficient in the Unloading of Merchandise off the Delivery Trucks in a timely manner.
* Perform a variety of duties related to Retail Sales.
* Coach employees in improving communication skills to assist the Customers.
10/2004 to 09/2010
Dual Function Transportation Security Officer
Transportation Security Administration
U.S. Department of Homeland Security
5757 W. Century Blvd., Suite 850
Los Angeles, CA 90045
Salary: $35/year
Hours per week: 40+
Supervisor: Letty Rodriguez, Phone: 310-***-****
* Perform a variety of duties related to providing security and protection of air travelers.
* Responsible for identifying dangerous objects in baggage and passengers, and preventing those objects from being transported onto aircraft.
* Efficient in the use of all equipment in the performance of security screener of the traveling public.
* Acting Lead Officer during periods when the Lead Officer is absent from the checkpoint.
* Coach officers in improving communication skills to gain better cooperation and respect from the traveling public.
8/2002 to 1/2004
Department Supervisor
Home Depot
14603 Oceangate Ave.
Hawthorne, CA 90250
Salary: $10/hr
Hours per week: 40
* Provided Excellent Customer Service.
* Down-stocked merchandise.
* Presided over departmental meetings.
* Completed all departmental paperwork ( Scheduling, Out of Stocks, Shrink Improvement Plan, Ordering, etc.)
* Provided on-going training for all new and existing associates.
* Department was Department of the Month for 4 consecutive months.
12/1998 to 9/2001
Customer Support Analyst II
Healthcare Partners
19191 S. Vermont Ave., Suite 200
Torrance, CA 90502
Salary: $15/hr
Hours per week: 40
* Provided support and analysis in computer applications, software, hardware and PC equipment for a California medical insurance provider and their corporate affiliates.
* Provided computer applications, software and hardware support to 2000+ employee base at 43 sites.
* Managed and processed in excess of 40 support calls and 20 support emails per day.
* Isolated and diagnosed PC applications, software and hardware problems for end users' desktops/laptops.
* Managed and reviewed trend analysis and exception activity reports from call tracking application database (Clientele).
* Developed and maintained Customer Support Manual to provide required information to Customer Support Staff.
* Rotated on call pager support to corporate offices and affiliates.
* Supported MIS PC technicians including PC installations, desktop support, equipment trouble shooting including VMS, MS-DOS (version 3.1 and higher), Windows 9x/Me, NT/2000 client and server environments and LAN operating systems and network protocols, interfacing with equipment including modems, terminal servers, hubs and T1's.
* Provided training for all new Customer Support Analysts joining the team.
5/1998 to 12/1998
Customer Support Analyst
Interim Technologies
9B, M Block, 3rd Main Rd.
Annanagar East, Chennai - 600102
INDIA
Salary: $ 10/hr
Hours per week: 40
* Temporary assignment at Healthcare Partners, Inc. Health Care Partners offered permanent employment in a Customer Support Analyst position.
* Provided customer support and analysis in computer applications, software, hardware and related equipment. Interim Technologies was located in Los Angeles, CA but outsourced to India.
12/1996 to 3/1998
Technical Advisor
Creative Computers
2555 W. 190th St.
Torrance, CA 90502
Salary: $10/hr
Hours per week: 40
* Provided client support for international mail order distributor/retailer with annual revenues exceeding $30 million.
* Operated under various dba's including PC Mall and Mac Mall.
* Telephone technical support in applications, software and hardware for an international client base.
* Managed and processed in excess of 70 technical support calls per day.
* Provided support for both PC and Macintosh applications, software, hardware and equipment and systems.
* Managed recording of information and data for call tracking application database.
* Provided training for all new Tech Support staff members joining the team.
EDUCATION
El Camino Community College
Torrance, CA
General Education & Computer Courses
Microsoft Certified Professional Server 2000 (MCP)
JOB-RELATED SKILLS:
TSA AWARDS:
Above and Beyond Recognition Card:On the Spot Award - Nov.2005, March 2006, Jan. 2007, Aug. 2007, July 2008, P.A.S.S. Bonus DualFunction TSO Jan. 2008, P.A.S.S. Bonus - Exceeds Jan. 2008
TSA CERTIFICATES
Image Master Test
Basic Screening course
SOP Certified
Dual Fuction Certified
OSARP Certified on the CTX 2500/5500
TDC Accessor
OJT Accessor
In my role as Transportation Security Officer, I clearly demonstrated my skill in working with the public to include resolving conflicts, communicating process and procedures, and enhancing understanding of the TSA mission, vision, and values.
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