Customer Service Sales Representative

Sasha M. Henry

**** ******* ***** ********, ** **058 631-***-**** *****.*******@*****.***

Targeting Entry-Level Positions

University graduate offering a strong academic background in IT combined with excellent experience as a Helpdesk Analyst.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Honors and Awards

• Dean’s List - 2010, 2011, 2012

• Alpha Sigma Lambda – honor society for continuing education students

• Sigma Beta Delta - international honor society recognizing and promoting achievement in business, management and administration

• Honor Roll

Education

B.S. – Technical Management (Health Services Management) February 2012

DeVry University, Atlanta, GA

3.48 GPA

Coursework: Health Rights and Responsibilities, Health Service Finance, Health Service Information System, Marketing

Technology Summary

Software: MS Project, Visio, Office, Word, PowerPoint and Excel

IT Experience

National Telecommute Institute– Atlanta, GA

Helpdesk Analyst Technician, Internet Technician (2009 to Present):

Strong communications skills

• Effective problem-solving and critical thinking skills

• Flexible, adaptable, resilient

• High customer service standards 3 years of customer support environment and also call center. Ability to accomplish tasks with complete accuracy and detail-orientation. Ability to self-motivate and work without ongoing direct supervision. Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to customers and staff.

Sales Representative, Leveraged strengths in persuasive communications and consultative sales to earn a reputation as a top sales performer for the company.

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Responsible for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Exceptional Contributions:

Researched and developed knowledge-base, resulting in an increase in first-call-resolutions of 20 additional calls per week that decreased company expenses.

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

Handled 30+ technical/mission-critical calls daily and consistently met high service standards.

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