Customer Service Representative / Help Desk
Resume:
MONICA McWILLIAMS
Walsenburg, CO 81089
*************@*****.***
EMPLOYMENT HISTORY:
CUSTOMER SERVICE REPRESENTATIVE, Innotrac, 5 William White Blvd, Pueblo, CO 81001, 719-***-****, July 20, 2007 – March 24, 2008
Project: Motorola Broadband Help Desk: I was a first-line customer service help desk technician. My job was to help in-bound callers to install, diagnose and troubleshoot home and small business networks. I worked with wired (ethernet) and wireless networks. I was responsible for getting the customer’s network running if any portion of their network contained a Motorola Broadband Networking product.
BACKGROUND VERIFICATION, Sterling Testing Systems, 249 W. 17th Street, Floor 6, New York, NY 10011. 1-800-***-****, June, 2006 – December, 2006
I placed cold calls to business, education, and personal references to verify employment and education as stated on job applications. Sterling is a third-part verification service.
CUSTOMER SERVICE REPRESENTATIVE, Protocol, 720 S. Colorado Blvd, Denver, CO 80246. 303-***-****, October 14, 2001 – December 20, 2002
Project: Whirlpool: As an in-bound first-line contact during the Whirlpool Microhood Recall, I gave customers the information they needed so that they could safely disconnect their defective equipment.
Project: Intuit Turbo Tax: As an in-bound call sales/customer service agent I took calls from customers wishing to order Turbo Tax. I also took calls from customers who are having difficulty with their orders - either they have not received their product or they need some help with the product.
Project: Intuit QuickBooks Sales and Service: As an in-bound Service and Sales Agent for QuickBooks, I use a Windows 98 computer using in-house software (IBIS, CRIS, MACS) and the Internet to help customers with pre-sales questions, order status questions, general technical support questions, and registration, as well as basic computer help/information.
Project: Wine Country Gift Baskets: As an in-bound Sales agent, I took calls from customers and assisted them with choosing which WCGB would best fulfill their needs, placed the orders, modified shipping when necessary, and verified that the order would reach the customer by the time they needed it.
CUSTOMER SERVICE REPRESENTATIVE, Innotrac, 5 William White Blvd, Pueblo, CO 81001, 719-***-****, February 21, 2000 – March 16, 2001
I was responsible for helping customers resolve problems, troubleshooting telephones and caller i.d. units, and assisting Pacific Bell Representatives with customer issues in a call-in center.
ELECTRONICS ASSOCIATE, OfficeMax, 4250 N. Freeway, Pueblo, CO 81008, 719-***-****, April 1999 - January 2000
I was responsible for assisting customers in making purchase decisions about computers, related software, and other electronic items. I assisted customers in diagnosing difficulties they were having with their computers.
EDUCATION:
Regents College, Albany, NY, 1995 - 1997
Bachelor's Degree - Psychology
Fort Lewis College, Durango, Colorado 1977 - 1980
Psychology, History
COMPUTER RELATED INFORMATION:
I am proficient with Windows-based computer systems including DOS, Windows 3.1, Windows 95, Windows 98 Professional, Windows 2000 Professional, and Windows XP Home Edition. I am proficient with WordPerfect and MS Word, and have used MS Excel, MS Access, and Dbase.
My primary hobby is building and upgrading home computers. I have been working with computers of one sort or another since 1977, and have been online since 1985.
References Available Upon Request
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