Customer Service Sales Representative
Resume:
Thomasina M Carter
Midlothian VA 23112
Cell Phone 804-***-****
Email ******@*****.***
S U M M A R Y OF QUALIFICATIONS
Over 23 years customer service experience
Over 4 years tec support for web based software and portals
Experience working with government customers
Ability to work well under pressure and multi-task
Known record of accuracy and well organized
Proven ability to interact professionally, efficiently, and pleasantly with customers
Known to take the initiative, does well self managing as well as being a team player
College Coursework completed with honors in Advanced Microsoft Office 2007, A+ and Network+
Experienced in Word, Excel, Access, Power Point, Outlook, Lotus Notes, Citrix, Delatview, Remote assistance, Windows Vista/XP, Ticket tracking systems
Familiar with HTML, Active Directory, Server 2003, VPN, SCCM, Windows, Avaya, Live Meeting and Salesforce, minimal use of Java Script, C++ and Visio
Processing federal badge requests for NASA
Familiar with smartphone technology
W O R K H I S T O R Y
Help Desk Coordinator, Hunton & Williams October 2011 to March 2012
Assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users.
Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Ascertains from computer user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
Talks with co-workers to research problem and find solution.
Trains users on software and hardware.
Senior Support Analyst, ESP Group/NC4 April 2007 to August 2011
Answer Help Desk phone calls and emails for customer portals, Emergency Management and Situational Awareness software, each with a different user base and user demands.
Create accounts; assist customers in gaining access to SaaS portals and training the end user in use of portals, software and tools.
Enter customer questions and problems into Help Desk tracking system and keep end user updated as to the status and resolution of said tickets.
Send and respond to customer emails to minimize end user frustration
Post notes using HTML
Track enhancements & bug tickets and cross reference with new builds and patches as well as analyzing for trends.
Assist with password resets, analyze customer problems and troubleshoot when appropriate, escalating issues to software development and other departments as needed, tracking those issues and making sure the issues are resolved by the other departments in a timely fashion
Backup client services representative for the NASA portal processing federal badge requests
Participate in testing of patches once implemented to minimize end user interruption
Use Microsoft Office Products to assist with importing, viewing data and resolving issues, training and presentations.
Use Lotus Notes for email and scheduling
Assist in keeping documentation updated
Customer Account Executive, Comcast June 2005 to April 2007
Recommend products and services.
Take and process service orders for Residential and Business phone, Internet and TV service
Trouble shoot and resolve issues with Phone, Internet and TV services issues by interfacing with all other intra-company departments
Collect and research payments and process credits
Perform password resets for Internet Accounts
Schedule service calls
Substitute Teacher, Kelly Services Sept 2001 to June 2002
Present the lesson plans and subject matter that fulfill requirements of the teacher of record’s curriculum program in a manner that students understand.
Become acquainted with the fire and safety drill regulations and assigned exits.
Become familiar with the teacher’s classroom rules and regulations.
Serve as a positive role model for students.
Establish and maintain efficient classroom management procedures and standards of student behavior.
Refer any major disciplinary problems to the principal or other designated administrator.
Maintain prompt and regular attendance for each substitute assignment.
Be flexible and adapt to our different kinds of instructional settings.
Leave the teacher a brief summary of each class and work completed, or not completed, as well as any other information that will be helpful.
Service Representative, Bell Atlantic August 1993 to February 1999
Recommend products and services.
Take and process service orders for Residential phone service
Trouble shoot and resolve customer issues by interfacing with all other intra-company departments
Collect and research payments and process credits
Schedule service calls
Fill-in supervisor
Service/Sales Representative, Noland Company June 1992 to August 1993
Enter and expedite work orders
Work up pricing for re-distribution of products from various vendors
Interface with sales representatives, vendors and the warehouse
Service Representative and Operator, Pacific Bell June 1981 to March 1992
Recommend products and services.
Take and process service orders for Residential and Home business customers
Trouble shoot and resolve customer issues by interfacing with all other intra-company departments
Collect and research payments and process credits
Schedule service calls
Assisted with operator handled calls Process
Collected money from pay phone calls
Manually timed and processed calls
E D U C A T I O N
John Tyler May 2012 Career Studies Certificate in Business Information Management
A cross-discipline curriculum designed to provide a foundation in business management and information technology. This career studies certificate program recognizes the blend between information technology skills and business management knowledge and practice. Most managers find technology an integral part of their work, while IT professionals find that information technology specialists require an understanding of the management of both data and people.
Contact this candidate