Customer Service Management

Angela D. Waller **** N. **th St. #***

Brown Deer, WI. 53223

******.******@**********.*** 414-***-****

_____________________________________________________________________________

Objective: Seeking a Guest Service Representative position using extensive knowledge and strong leadership skills.

Summary of Qualifications:

• Accomplished 10 plus years of progressively responsible work experience in the Information Technology/Business environment.

• Provided exceptional verbal and written communication skills.

• Diligently worked well independently and in a team setting on numerous projects and process improvements, or in a team setting and across teams to accomplish company goals/objectives.

• Recommended, adapter and entered command functions into computer system, resulting in faster approval time.

• Recommended new computer software that improved posting time and decreased errors.

Education:

University of Phoenix for Bachelors in Computer Science/ Information Systems expected to complete (2011).

Associate degree in Business Management at Cardinal Stritch University, Milwaukee, WI., in (2005).

Related course work: Personnel management, business management, business ethics, business law, macro economics, statistics, and learned all of the governmental regulations.

Computer Skills:

• Tandem, Base24, Multiple System Monitoring and tracking devices.

• Mainframe, Lotus Notes, Unix, MVS, e-Banking applications, Oracle database.

• Microsoft Word, Microsoft, PowerPoint, Microsoft Access, Microsoft Excel, Windows NT, Vista

• Word processing, spreadsheets, database management, Cisco multi-line phones.

• Familiarity with Microsoft SQL Server 2008.

Areas of Expertise:

• Client Relationship Management

• Root Cause Analysis

• Detailed Documentation

• Rapid Ticket Response Times

• End user Training and Support

• Troubleshooting and Issue Resolving

Professional Work Experience:

FIS Corporation- Milwaukee, WI 07/98 to present

Technical Support Representative

• Delivering extensive problem solving skills while offering 1st level support to assist in troubleshooting operations such as: Lan/Wan, Lotus Notes, Information Security, for external and internal clients. Also offering 1st and 2nd tier support to clients, technicians and programmers, for ATMs and Network authorization link issues.

• Submitting rerun transmissions, ACH reports, loan, deposit and general ledger remote files for many financial institutions.

• Supervising and training team members regarding call resolution.

• Managing special project for reducing resolution ticket quality turnaround time.

• Developing effective relationships with other Network teams such as Network Operations Center, Electronics funds.

• Documenting daily reports for phone and ticket metrics used in quantifying success in the helpdesk environment.

• Proactively monitored and assisted with troubleshooting ATMs and Network Links, internal communication in a timely manner

• Establishing formal lines of communication for project teams, clients and managers, including pagers, and

messaging boards.

• Accomplishing methods of using existing technology to help users work more efficiently, such as; color

coding multiple issues in AMS (ATM Monitoring System).

• Providing leadership skills in a team environment by training colleagues in the use of applications and IT

technical support methods.

• Monitoring and managing support for over 130,000 ATMs and over 45 network authorization links, delivery, and telecommunications.

• Handled inbound and outbound calls in a heavy volume call center.

• Provided effective customer service while multi-tasking.

Contact this candidate