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Professional Summary

 Motivated professional with a highly effective communication style.  Efficient worker who demonstrates strong time management and prioritization skills, with 4+years experience in a diverse work environment. Personable and results oriented, I excel at establishing and keeping professional relationships.

Skills
  • Efficient in a fast-paced environment
  • Superior communication skills
  • Conflict resolution
  • Adaptability
  • Leadership
  • Time-management
  • Articulate and well-spoken
  • Customer service-oriented
  • Flexible
  • Accurate and detailed
  • Excellent planner and coordinator
  • Critical thinker
Work History
Health Program Specialist 01/2019 to Current
PCG SSO NYS DHPCO Menands, NY
  • Reviewed and updated physician correspondence files and electronic  database information to maintain accurate records.
  • Executed data verification to detect errors.
  • Completed data entry tasks with accuracy and efficiency.
  • Compiled information and input into EMEDNY database.
  • Sorted documents and maintained an organized filing process.
  • Reviewed completed work for compliance with regulations.
  • Communicated with associates to ensure cohesive completion of work.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Drafted reports for upper management as directed.
  • Outlined appropriate processes and procedures to fulfill and complete inquiries.
  • Obtained documents, clearances, certificates and approvals from local, state agencies on physicians.
  • Full Time Position (40hrs/wk)
Advanced Medical Support Assistant 01/2018 to 01/2019
Department of Veteran Affairs Albany, NY
  • Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
  • Cooperated and communicated effectively with physicians to ensure client satisfaction and compliance with set standards.
  • Maintained computerized record management systems to record and process data and generate reports.
  • Ordered and maintain inventory of office supplies.
  • Received and routed business correspondence to correct department or staff member.
  • Organized the department in accordance with administrative guidelines in order to provide specified nursing services to meet the legal, organizational and medical staff guidelines.
  • Experience with various medical conditions including Parkinson's, Dementia, and Diabetes.
  • Prepared mailings of information and documentation.
  • Interacted and communicated easily with department personnel and public.
  • Partnered with team of registered nurses to achieve overall well-being of all patients.
  • Assessed need for, and ordered,  appropriate lab tests.
  • Mailed patient appointment letters.
  • Trained new staff on guidelines  and procedures.
  • Used various systems to schedule and manage patient appointments.
  • Full Time Position (40hrs/wk)
Shift Supervisor 01/2015 to 01/2017
Starbucks Albany, NY
  • Carried out supervisory responsibilities in accordance with company policies and applicable laws.Respond quickly to complex requests in a fast-paced environment
  • Deposit and balance cash tills.
  • Assisted store manager meet standards of service and quality in daily operations.
  • Applied security, safety and loss prevention strategies during shifts.
  • Worked with team members to improve performance and implement training updates.
  • Prepared and maintained inventory records.
  • Supervised, trained and developed team members in accordance with company policies and procedures.
  • Supervised quality programs to reduce overdue compliance activities. 
  • Led change management activities for the store.
  • Assisted in reducing workflow inconsistencies while recruiting, interviewing and hiring new staff members.
  • Performed supplier risk evaluations and supported regulatory inspections. 
  • Minimized resource and time losses by addressing any employee or production issue directly and implementing timely solutions.
  • Evaluated employee behaviors, skills and knowledge on regular bases and provided hands-on training and mentoring to individuals with lagging skills.
  • Conducted performance reviews.
  • Full Time Position (40hrs/wk)
Education
MBA: Business Administration August 2019 Louisiana State University At Shreveport - Shreveport, LA
Bachelor of Arts: Social Sciences Interdisciplinary Health And Human Services 2017 University At Buffalo - Buffalo, NY
High School Diploma 2013 Albany High School - Albany, NY Health Explorations Program
Accomplishments
  • Erie County Department of Health Opioid Overdose Prevention Certified
  • High Academic Achievement Award at the 42nd Annual EOP Honors Convocation (2016)
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Skills
  • Chemistry
  • Chemical Engineering
  • Biotech Consultant
  • QA/QC
  • VBA (2-year Experience)
  • SQL (1-year Experience)
Work History
Tech Support Specialist 10/2018 to Current
Selleck Chemicals LLC Houston, TX
  • Troubleshoot customer queries:

   1. Inhibitor selection/application (in-vivo/ in-vitro)

   2. Solublity and formulation issues

   3. Dosage and activitity issues


  • Maintain VBA system of shipping department:

   1.  Design control panel to batch import orders and eliminate orders that have been sent or out of stock. 

   2. Create address template for label and commodity output in FedEx/ UPS software.

   3. Create manufacture declartion template in Word (VBA) to auto output report for international shipments.

   4. Update tracking# and order status.

   5. Log user activities and backup data for further debug and troubleshoot.


  • Use SQL to monitor shipping status

   1. Summerize everyday's package quantity based on FedEx Monthly Shipping Report,

   2. Group data by states, and compare sales increasement by previous monthly data,

   3. Calculate the percentage of packages that did not reach  the overnight delivery goal.

QA/QC Specialist 03/2018 to 10/2018
Cap Barbell Inc Houston, TX
  • Evaluate and understand the chemical components of coating materials of products to ensure that the products meet all export compliances,
  • Intermediate between the buyers and vendors in China to monitor QA milestones and prerequisite audit.
  • Design VBA system for purchasing and accounting department to perform shipment monitorization and cost calculation:

       1. Track and Trace Table: Match multiple workbooks to update everyday shipment status in 5 states

       2. Claim Template: Built-in functions and templates to calculate financial lost of shortage to claim suppliers.

       3. Duty & Tax Calculator: Built-in functions to calculate and divide total duty & tax into each container.

       4. Truck Service Payment Report: Convert container# into PO# by truker's invoice report, and sum up service cost of each PO#.

Research Assistant 12/2015 to 12/2016
Texas Tech University Lubbock, TX
  • Modeling surface tension of the water-alcohol-salt ternary system by eNRTL model,
  • Modeling surface tension of nitric acid and hydrochloric acid from low to high concentrations by eNRTL model.
Summer Intern 05/2015 to 08/2015
DeGolyer and MacNaughton Dallas, TX
  • Gathered data from DST (drill stem test) and drilling mud program,
  • Evaluated production performance of Chang-7 oilfield for PetroChina,
  • Wrote and compiled progress reports for projects.
Chemist 08/2012 to 07/2014
Beijing New Giant Technology Beijing, China
  • Performed experiments adjusting surfactants of waterflood in low permeable reservoirs
  • Collected data and complied experiment reports
Research
1. Modeling Surface Tension of Aqueous Electrolyte Solution by eNRTL Model (2016)
2. The Applied Research about Cationic and Anionic Polymer System of Chemical Flooding for Low Permeable Reservoirs (2012)
3. Synthesizing ZnS Nanoparticle from Organic-Inorganic Layer Hydroxide Zinc Oxide and Testing the Efficiency of Sewage Purification (2011)
Education
Master of Science: Chemical Engineering 2016 Texas Tech University - Lubbock
Bachelor of Science: Applied Chemistry 2012 Beijing University of Chemical Technology - China, Beijing
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Summary
Experienced Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Able to rapidly gain product knowledge.
Highlights
  • High customer service standards
  • Conduct and evaluate customer feedback surveys
  • Prepare management reports
  • Exceptional listening and analytical skills
  • Adheres to customer service procedures
  • MS Windows proficient
  • Detail oriented
  • Flexible
  • With Zendesk and LiveChat experience
  • Amazon Seller Central and Shopify experience
Accomplishments
  • Promoted to Quality Assurance Analyst in 2014.
  • Employee of the quarter October- December 2013, Microsourcing Inc.
  • Top Agent of the Month November, October, September, May 2013 Livecareer
  • Consistently on the Top QA Performer list
  • Top Recruiter of the Month August and September 2010 TRG (The Resource Group) Emerald Avenue Ortigas Ctr. Pasig City, Philippines
  • Phonescreener of the Month August and September 2009 NCO Financial Systems, Inc. Quezon City,Philippines
Experience
Customer Happiness Specialist- Homebased Mar 2020 to Apr 2020
Overheat
  • Responding to daily customer inquiries through support tickets using Zendesk and ReAmaze.
  • Following up on customer interactions, maintaining existing customer relationships and increasing customer loyalty.
  • Processing of refunds.
  • Creating orders and invoices.
  • Answering product questions.
  • Used Amazon Seller Central and Shopify
Customer Service Specialist - Homebased Jan 2018 to Jul 2019
ModLi
  • Responding to daily customer inquiries through support tickets and live chat, and occasionally calling customers.
  • Following up on customer interactions, maintaining existing customer relationships and increasing customer loyalty. 
  • Processing of returns, exchanges and refunds.
  • Answering product questions.
  • Responding to customers feedback.
Administrative Assistant - Homebased Apr 2016 to Feb 2017
My Freight Staff Rancho Cucamonga, California, USA
  • Phone receptionist to answer calls, transfer calls, and take messages
  • Sort and filter Job Applications that come in via email from potential Virtual Assistants 
  • Respond to VA inquiries 
  • Set first round of interviews
  • Verify system requirements 
  • Research as requested
  • Chat support
  • Lead finder
Quality Assurance Analyst May 2014 to Nov 2015
Microsourcing Philippines - LIVECAREER Quezon City, Philippines
  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates call calibration sessions for call center staff.Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Floor support and escalationsProvided cross training to 10 staff members.
  • Conducted QA talk and QA huddle.
Customer Service Representative Apr 2012 to Apr 2014
Microsourcing Philippines - LIVECAREER Quezon City, Philippines
  • Effectively managed a high-volume of inbound customer calls and chats.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Well trained for voice, chat and email segment
  • Handled billing concerns
Billing Support Specialist Dec 2010 to Dec 2011
The Resource Group - OFFICE DEPOT USA and CANADA Pasig City, Philippines
  • Placed orders for customers and businesses
  • Provided excellent customer service
  • Checked order and delivery status
  • Processed credit card payments for Account Billing
  • Processed Account Billing and Store Purchasing Card application
  • Processed store receipt requests
  • Sent copies of invoices and credit memos
  • Credit memo application for Account Billing
National Recruiter May 2010 to Dec 2010
The Resource Group Pasig City, Philippines
  • Pre-screened all resumes of candidates from the US prior to sending them to corporate hiring managers forconsideration. Clients: AT&T, Verizon, Reliant Energy, Direct Energy
  • Conducted initial interview over the phone
  • Scheduled the candidate for training
  • Candidate profiling
  • Hit targets based on requirements
Recruitment Phonescreener Apr 2010 to May 2010
NCO Financial Systems Quezon City, Philippines
  • Contacted and scheduled applicants to ensure robust/adequate daily applicant flow.
  • Conducted initial interview over the phone
  • Assisted with screening and referring qualified applicants to the appropriate department management for follow-up interview.
  • Sourced candidates for open positions as well as leverage online recruiting resources and in -house applicant tracking systems to identify qualified candidates.
  • Used effective communication approaches that proactively keep others informed and appropriately express ideas and thoughts verbally and in written form in a timely manner.
  • Collaborated with Recruiting Team to post job openings to career boards, newspapers, and other media outlets as well as internally.
Recruitment Operations Assistant Nov 2009 to Dec 2009
NCO Financial Systems, Inc Quezon City, Philippines
  • Administered and checked computer based exams
  • Profiling of candidates
  • Interview scheduler
  • Updated Applicant database
  • Reported End of Day Statistics
Recruitment Phonescreener Jul 2009 to Nov 2009
NCO Financial Systems, Inc. Quezon City, Philippines
  • Contacted and scheduled applicants to ensure robust/adequate daily applicant flow.
  • Conducted initial interview over the phone
  • Assisted with screening and referring qualified applicants to the appropriate department management for follow-up interview.
  • Sourced candidates for open positions as well as leverage online recruiting resources and in -house applicant tracking systems to identify qualified candidates.
  • Provided administration and maintenance to various corporate recruitment mailboxes.
  • Used effective communication approaches that proactively keep others informed and appropriately express ideas and thoughts verbally and in written form in a timely manner.
  • Collaborated with Recruiting Team to post job openings to career boards, newspapers, and other media outlets as well as internally.
Education
BS Psychology Miriam College Quezon City, Philippines
High School Diploma 2005 St. James Academy Philippines
Trainings and Conferences Attended
  • Jun 23, 2015- Root Cause Analysis, Microsourcing Inc., Quezon City, Philippines
  • June 2015- Coaching for Coaches, Microsourcing Inc., Quezon City, Philippines
  • 2007 Talk on Voter's Education, Miriam College 2006 Team Building Seminar, Kabayan Resort, Batangas
  • 2005 Sexual harassment on women, Miriam College
  • 2005 Unlocking the Da Vinci Code, Miriam College
  • March 2020- Oberlo 101 Online Course with Shopify Training
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Professional Summary
Adaptable and professional leader with an ability to work independently, implementing efficient strategies, and developing opportunities that further establish organizational goals.
Skills
  • Research & Analytical Skills
  • Extensive knowledge of healthcare industry
  • Microsoft Office/Excel/Outlook
  • Effective Communication
  • Organizational skills
  • Team building
  • Escalation Resolutions
  • Quality Assurance
Work History
03/2015 to 10/2018
Provider Service Rep II/Portal Support Molina Healthcare Irving, TX
  • Identify discrepancies & provide understanding of billing terminology including ICD-10, HCPCS, & rev coding. 
  • Provides appropriate determination of benefit coverage, and education of Medicaid & Medicare guidelines/metrics.
  • Maintain and monitors backlog and workflow of claims, and claim records.
  • Execute special projects, such as diagnosis/treatment authorization requests, and hospital census information regarding admissions/discharges.
  • Adhere to all regulatory requirements, and accurately record all service requests and complaints in CRM as applicable.
  • Utilized TMHP & CMS to respond to inquiries from providers.
  • Assists Providers with Web Portal registration and utilization.
09/2013 to 04/2014
Operations Analyst Bank Of America Dallas, TX
  • Review and process transactions for item processing.
  • Sort and reconciling statements using MICR/image, float, and original lock box remittance as well as ensuring effective quality service and efficient operations support.
  • Maintain heavy workloads with speed and accuracy to meet all productivity and quality standards.
  • Maintain internal operational and financial controls to ensure they meet bank standards.
01/2011 to 09/2013
Pre-Sale Analyst/ Foreclosure Chase Home Equity Coppell, TX
  • Utilize servicing systems; LPS, Fortracs, Vendorscape and Bank One.
  • Monitor and target Junior and Senior liens, to prepare for foreclosure status.
  • Maintaining incoming and outgoing calls from attorney for upcoming sale date.
  • Review mortgage loan documents to ensure compliance with the Federal Bankruptcy Law, and loans that are affected by Chapter 7,11,13 bankruptcies.
  • 09/2007 to 01/2011
    MLO Loan Service Specialist III Bank Of America Home Loans Plano, TX
  • Utilize multiple systems accurately; CFSC, AS400, MSB calculator, and P260.
  • Research all loans including; Fannie Mae, Freddie Mac, Conventional, & FHA loans for any outstanding conditions that could prevent a property from conveying.
  • Submitted bids to HUD once all guidelines are met and negotiated with the client.
  • Established a rapport with numerous contactors/clients to guarantee proper inspections on all homes
  • Education
    2005
    High School Diploma
    Rialto High School - Rialto, CA
    2006
    -: Business Administration
    Chaffey Community College - Rancho Cucamonga, CA
    Cosmetology Ogle School Hair Skin Nails - Dallas, TX
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    Professional Profile

    Detail-oriented media professional with experience in Audio Engineering, Event Production, and Instructional Training.

    References happily furnished upon request.

    Experience
    Technical Support Agent Jan 2017 to Current
    Ableton Inc. Pasadena, CA
    • Assist users (of all experience levels) via phone and email with a wide variety of technical issues relating to audio production and performance.
    • Write and publish articles for the Ableton Knowledge Base on subjects that range from common troubleshooting measures to advanced production techniques.
    • Identify, test, and file bug reports for ongoing product releases.
    • Served as Technical Coordinator at EastWest Studios for Ableton's Loop Conference in 2018.
    • Wrote, produced, and edited several "Day in the Life"-style internal videos, to be shared with our colleagues in Berlin.
    Production Assistant Nov 2015 to Jan 2017
    Pixelwerks / Michael McDonald Productions Tarzana, CA
    • Aided in construction of Luxmax Video Displays (40+ ft. LED Screens).
    • Constructed chroma key backdrops for green screen services.
    • Assisted with transportation and operation of various event media hardware.
    Apprentice / Usher Aug 2015 to Nov 2015
    Laserium Van Nuys, CA
    • Acted as technical assistant and apprentice to their chief laserist.
    • Educated guests about Laserium's unique history as pioneers in the world of laser light shows.
    • Aided in studio renovations and repairs.
    Intern Apr 2015 to Jan 2016
    Dubbing Brothers USA Burbank, CA
    • Edited and compiled extensive audio reference libraries to be used as raw material.
    • Assisted in live dubbing sessions for a variety of animation and ADR sequences.
    • Engineered, mixed and edited several episodes of The Lego Builder's Podcast (running 15-20 minutes each).
    • Recorded and assisted in mixing the first annual Ascencia Urban Blues Festival.
    Broadcast Media Specialist / Camp Counselor Jun 2013 to Aug 2013
    Pine Forest Summer Camp Greeley, PA
    • Self-produced a weekly broadcast highlighting camp activities for parents to view.
    • Shot documentary-style footage of special events and everyday camp activities.
    • Built an original curriculum teaching campers the basics of film technology, broadcasting, and acting.
    • Served as a primary caretaker for nine 12-year-old boys.
    • Slept very, very little (see above bullet point).
    Qualifications
    • Strong background in performance-based media technology (eg. Ableton Live, advanced MIDI/OSC, video performance software, etc).
    • Advanced knowledge of Eurorack modular synthesis
    • Proficiency in Max by Cycling '74
    • Oscillographics & vector synthesis
    • Keen ability to translate abstract creative methods into reproducible technical processes
    • Reading the user manual (and if that fails, asking for help!)
    Education
    Cinema / Television Arts California State University Northridge Northridge, CA, United States
    • Majored in Multimedia Production.
    • Completed coursework in Broadcasting, Audio Engineering, Web Design / Media Encoding.
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    Professional Profile

    Dedicated individual driven to succeed and thrive within a growing business. Areas of proficiency include excellent written and verbal communication skills, ability to multi-task, strong computer skills, professionalism at all times, and the ability to learn new tasks quickly.

    Qualifications
    • Ability to multi-task
    • Outstanding verbal and written communication skills
    • Strong motivation
    • Exceptional organizational skills
    • Meticulous attention to detail
    • Resourceful
    • Self-directed
    Relevant Experience
    • Strong customer service skills
    • Proficiency with Microsoft Word
    • Regularly use Excel
    • Over five years of Administrative experience
    Experience
    Field Support Specialist May 2018 to Current
    Schluter Systems Plattsburgh , NY
    Human Resources / Hiring Coordinator Nov 2017 to May 2018
    Schluter Systems Plattsburgh, NY
    • Review employment applications/resumes.
    • Post open positions internally and externally. 
    • Coordinate multiple schedules to arrange job interviews.
    • Conduct interviews with potential candidates.
    • Prepare Employment Proposals, At Will Employment Agreements. and other necessary documents for new hires.
    • Conduct HR Orientation for all new hires.
    • Enter new hire information in Paylocity for payroll processing.
    • Assist with benefit enrollment for all employees as needed.
    • Set up pre-employment drug screening for all new hires (local employees as well as employees in the field).
    • Maintain confidentiality at all times.
    Customer Support Specialist Feb 2017 to Nov 2017
    Schluter Systems Plattsburgh, NY
    • Processing purchase orders received from customers.
    • Responding to customer calls.
    • Checking order status.
    • Providing tracking information to customers.
    • Documenting detailed, accurate notes in Maximizer related to customer contacts.



    Fair Hearing Specialist / Vermont Healthcare Service Specialist Jan 2016 to Feb 2017
    State of Vermont Essex Junction, VT
    • Handling highly sensitive cases in the legislative and public arena.
    • Conducting investigative research on healthcare cases escalated to the Fair Hearing Unit.
    • Interacting with the Office of the Attorney General, Vermont Legal Aid, Human Services Board, Care Providers, Social Security Administration, and Agency on Aging while resolving cases.
    • Testifying during Fair Hearings on behalf of the State of Vermont.
    • Working on the Legacy Medicaid Renewal team to screen Vermonters for health care coverage.
    • Determine eligibility and insure Vermonters with a Quality Health Plan or Medicaid insurance.
    • Perform outreach calls with clients to clarify application data.
    • Verifying client's income, social security number, citizenship, and immigration status.
    • Processing CoC's.
    • Provide assistance to fellow co-workers using problem-solving techniques to process individual cases.
    • Proficiency with Siebel, Access, and Portal software.
    Owner/Operator Aug 2013 to Jan 2016
    Lil' Dumplins Day Care Champlain, NY
    • Cared for children ages six weeks-12 years old.
    • Instructed preschool program in the day care setting.
    • Organized daily activities.
    • Attended training/seminars.
    • Maintained business and financial records.
    • Created weekly food menus, monthly calendars, and monthly newsletters.
    • Followed New York State regulations to operate day care program.
    Receptionist/Registrar Mar 2012 to Aug 2013
    CVPH Medical Center Plattsburgh, NY
    • Registered patients for appointments.
    • Managed phone calls.
    • Assisted Primary Care Physicians with clerical work pertaining to patient care.
    • Obtained prior authorizations for tests/referrals ordered by physicians.
    • Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.
    Certified Nurse Assistant Jan 2011 to Mar 2012
    CVPH Medical Center Plattsburgh, NY
    • Assisted nursing staff in Urology, Oncology and Skilled Nursing units.
    • Took vital signs of patients.
    • Accurately documented patients' vital statistics, daily intake and output amounts, and daily behaviors in EMR.
    • Assisted nursing staff in preparing patients for surgery.
    • Monitored post-op vitals.
    • Assisted patients with their Activities of Daily Living.
    • Communicated effectively with nurses and physicians to ensure the over all well-being of all patients.
    Owner/Operator Feb 2000 to Jan 2011
    Little Treasures Day Care Altona, NY
    • Cared for children ages six weeks-12 years old.
    • Instructed preschool program in the day care setting.
    • Organized daily activities.
    • Attended training/seminars.
    • Maintained business and financial records.
    • Created weekly food menus, monthly calendars, and monthly newsletters.
    • Followed New York State regulations to operate day care program.
    Education
    Business Administration Expected in 2022 Clinton Community College Plattsburgh, NY
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    Professional Summary

    Articulate and charismatic Family Support Partner successful at exceeding organizational goals. Strives to streamline processes to increase departmental efficiency and improve services.

    Skills
    • Cultural sensitivity
    • Team leadership
    • Process implementation
    • Conflict resolution
    • Results-oriented
    • Public speaking
    • Court appearances
    • Intakes and assessments
    Education
    16 CREDITS: Business Management COLUMBUS SCHOOL OF COURT REPORTING - COLUMBUS, OH
    Work History
    06/2017 to 06/2019
    Family Support Partner M.I.K.D. Phoenix, AZ
    • Planned, promoted and managed parent workshops on assisting children behavioral health .
    • Developed rapport to create safe and trusting environment for care.
    • Documented data and completed accurate updates to case records.
    • Represented Mikd at community and professional organizational meetings.
    • Trained all new personnel in Family Support procedures and policies achieve qualitycare.
    05/2015 to 06/2017
    Total loss specialist Bridgecrest Mesa, AZ
    • Performed various administrative functions, including filing paperwork, delivering mail, faxing, emails, inbound, outbound.
    • Worked with Total loss customers to understand requirements and provide exceptional customer service.
    • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
    01/2014 to 11/2014
    Caregiver Patience Home Health Care Columbus, OH
    • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
    • Helped family members plan healthy meals, purchase ingredients and cook meals to provide adequate nutrition for client wellbeing.
    • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
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    Summary

    Dedicated civil-servant adept in case management and communication, demonstrated during eight years of investigations in state government. Well-versed in information collection, analysis and document writing.

    Skills and Knowledge
    • In-depth investigative experience
    • Written and verbal communication skills
    • State and federal laws
    • Independent decision making
    • Report writing
    • Problem solving and caseload management
    • Organization and timelines
    • Ethical standards of conduct
    Experience
    Office of Children's Services- State of Alaska August 2018 to Current Protective Services Specialist II
    Wasilla, AK

    During my current employment with the Office of Children's Services I have worked in the Initial Assessments (IA) unit, which responds to reports of concern for children throughout the Matanuska-Susitna Borough. My duties have been to assess and investigate the safety of children in the community and implement creative solutions for challenges families and parents are facing. During an initial assessment, I speak with families, children, school personnel, law enforcement and many other community members and stakeholders to collect pertinent information. The matters involving minor children require a high level of confidentiality and care.

    All day-to-day communications and activities are clearly and promptly documented by myself and are frequently used in court proceedings. Microsoft Word and Outlook are important tools which are utilized daily. I write reports and the create legal documents on each case.

    Wyoming Department of Corrections August 2011 to August 2018 Probation And Parole Agent
    Cheyenne, WY

    The Wyoming Department of Corrections contributes to public safety by exercising reasonable, safe, secure and humane management, while actively providing offenders opportunities to become law-abiding citizens. The Field Services Division is responsible for community supervision and case management of probationers and parolees.

    During my time with the department, I supervised various case loads from 10 to 100 offenders. Throughout my career, I worked closely with stakeholders, government entities, community members, victims, offenders, attorneys and many others. Professional relationships and the ability communicate with various groups of people was necessary.

    In 2015, I applied to and was accepted for a highly competitive mentoring program within the department as a mentee. This year-long project allowed me to interact with and learn from senior staff around the state and develop personal career goals.

    Most recently, I compiled Pre-Sentence Investigations (PSI's) for local courts. Completion of these reports require extensive research, typing, interviewing offenders, law enforcement agencies, treatment providers, courts and facilities around the country to obtain records. My investigative abilities and report production was fine-tuned over the years and I submitted over 450 reports to the court to be used for sentencing of convicted felons.

    Through the Department of Corrections, I completed a multitude of training in motivational interviewing. During my years of experience, I built a confidence and understanding of the criminal justice system as well as investigative tools and resources. I demonstrated my ability to work with little supervision and use appropriate decision making skills throughout my career. I was recognized by my peers as "Agent of the Month" in February of 2018.

    In the winter of 2018, I completed the Wyoming Introductory Supervisor Education (WISE) course, as a personal and professional goal. The course included many general type items such as personnel issues, leave, hiring of employees, interviews, supervisory expectations and decision making. This course provided me with insight to supervisory responsibilities and roles.

    During my term of employment with the department, I became a “senior agent”, as viewed by both my peers and supervisors. I am a natural leader and feel very comfortable in situations where I am a role model and source of information. I chose to assist in the integration of new agents within the office and frequently was the go-to person for them and more seasoned agents who had a policy or process question. My ability to interact with all staff and stakeholders also led me to be a contact point for outside agencies, such as our local prosecutors office and jail staff.

    Ark Regional Services May 2008 to August 2008 Direct Support Staff
    Laramie, WY
    As a direct support staff member, I was responsible for around the clock care of five women aged 24 to 75 with varying degrees of developmental and physical disabilities as well as acquired brain injuries.
     
    Some clients required assistance with simple daily tasks such as hygiene and eating. I also supported a client who was deaf and mute. We worked together to find ways to communicate and meet her needs. I oversaw everyday tasks such as laundry and meal planning as well as medication distribution. I was thoroughly trained in the use of the Mandt System of de-escalation.
    Specialized Training and Certifications

    CPR/First-Aid - Certified

    Mental Health First Aid - Certified

    Wyoming Introductory Supervisory Education (WISE)- 2018

    Motivational Interviewing (MI) - 2011- present

    Microsoft Word- 2011 through present

    Defensive Driving at the Wyoming Law Enforcement Academy - 2017

    ALICE Armed intruder training - 2017

    Mandt System-2008

    Education
    University of Wyoming 2010 Bachelor of Arts: Criminal Justice Laramie, WY Coursework in law enforcement, criminology, criminal procedure and policing
    Laramie Senior High School 2006 High School Diploma Laramie, WY
    Laramie County Community College Cheyenne, WY General coursework from 2006-2007
    Activities and Honors
    Volunteered with Big Brothers Big Sisters of Laramie, Wyoming in October of 2009 through August of 2011. I was a mentor for a seven-year-old female.
     
    On the University of Wyoming Dean's List for academic achievement in 2009 and 2010.
     
    As an Albany County 4-H member from 1995 to 2005, I was active in my local club and exhibited in county and state fairs. Public speaking, presentations and record keeping were required each year. I was involved with the shooting sports program for eight years, participating in weekly practice and numerous competitions. 
     
    "Rockin Agent" of the month in February of 2018, as nominated by my peers. 
    This resume is created in 7 minutes.
    Skills
    • Project management
    • Strong verbal communication
    • Team leadership
    • Computer Skills: Microsoft Word, Excel
    • Staff development
    • Data management
    • Process implementation
    • Strong Networking Skills
    Work History
    ADP Norfolk Implementation Specialist | Norfolk, VA | October 2018 - Current
    • One of 3 TLM representatives chosen for Tech Development Program. Was trained to assist associates with an array of issues through both the Tech phone line and walking floor support.
    • Delivered an exceptionally high level of professionalism and support to each client.
    • Ensured implementation is tailored to client needs by focusing solutions on industry-specific workflow, client base and protocols.
    • Coached fellow associates on learning the RUN system, helped field specific platform issues, and familiarized associates with internal department resources
    • Assisted manager with escalations by investing issue, reached out to client, and communicated with client to confirm the issue was resolved
    ADP Norfolk Client Support Consultant I | Norfolk, VA | March 2018 - October 2018
    • One of eleven chosen for the Technical Development Program to advance skill set
    • Held meetings with department directors to discuss new ideas and procedures for floor improvement
    • Conducted training based on floor needs while in the Technical Development Program in team and new hire meetings
    • Selected as walking floor support to assist the Technical Specialist Support team
    • Selected for Implementation cross training. Learned the daily duties of each role during the implementation process.
    • Handled escalations for peers on managers behalf. Researched issue, confirmed resolution, and contacted escalated clients while including manager on process of escalation.
    • Go-to for manager as team's technical support and team lead
    ADP Norfolk Associate Client Support Consultant | Norfolk, VA | April 2017 - March 2018
    • Exceeded performance expectations with 100% ACT and 86.7% client survey results
    • Assisted clients with HR and payroll via phone/email and offer new products where applicable
    • Document, research and resolve client inquires and concerns with high level of accuracy
    • Used problem solving skills to de-escalate client calls calmly and courteously
    • Facilitate associate and management shadows demonstrating desired behavior
    Escape Room Virginia Beach Facility Manager | 408 Investors Place, Suite 107, Virginia Beach, Virginia | June 2015 - April 2017
    • Managed a team of 13 employees who consistently exceeded customer service expectations
    • Used social and communication skills to coordinate employee outings ranging from 8 to 120 participants
    • Networked with other business groups improve and convey business model
    • Analyzed data to help determine room and puzzle efficiency
    • Utilized feedback from staff to implement process improvements and increase employee satisfaction
    Education
    Associate of Applied Science Business Administration Tidewater Community College Virginia Beach, January 2016
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    Summary

    I'm a Business Analyst who develops, drives, and analyzes existing and new operational workflows while building a strong understanding of the needs of the business from key stakeholders.
    My various daily responsibilities include analytical functions such as partnering with departments to drive project success, explaining variances, and operational and financial decision support.
    As a Lean Six Sigma practitioner, I utilize the DMAIC project methodology combined with broader Lean manufacturing ideologies to drive successful Continuous Improvement project initiatives.
    Lastly, I'm a current MBA candidate at the University of Texas at Dallas and have completed level 1 of the CFA qualification exam. These two factors give me an above-average understanding of financial modeling and valuation as well as risk analysis.

    Highlights
    • Six Sigma Black Belt Certified
    • PMP Certified
    • Microsoft Professional Certified
    • Salesforce Advanced Administrator Certified
    • Quickbase Professional Certifed
    • CFA Level I Certified
    • HTML and CSS Advanced Coding Experience
    • SOQL, SQL, and Workbench Experience
    Accomplishments
    • Led Team to solve cross-departmental Continuous Improvement Project which will result in more than 2 million dollars of cost savings/avoidance over 5 years
    • Solved manufacturing bottleneck by implementing Lean-Six Sigma ideologies which resulted in a 29% increase in production efficiency while simultaneously boosting employee NPS by 3%
    • Utilized the talent management framework to create an employee-centric feedback system to helped reduce the number of safety violations that were not addressed by 72%
    • Partnered with Legal, and Audit & Compliance Teams to design and implement a comprehensive operating system using Quick Base and Salesforce resource management software for Org wide data management
    • Volunteered with local nonprofit, MyPossibilities, to develop and implement a subscription business model for their new business venture along with 3 other MBA candidates.
    Experience
    Business Analyst 07/2016 to Current Southwest Airlines Co Dallas, TX
    • Manages projects and serves as the primary liaison between workgroups to ensure clarity of goals as well as quality and adherence to deadlines
    • Conducts activity-based analysis of business processes and makes recommendations based on the findings
    • Conducts root cause analysis to formulate countermeasures to improve operations
    • Plans business operational mandates and policies, starting with defining customers and business process requirements
    • Leads Lean Six Sigma and Rapid Improvement Events to identify optimal streamlines
    • Partners with Sr. Leaders to lead department-wide (400+ people) Lean Six Sigma community meetings focused on generating interest and communicating project updates.
    • Mentors Lean Six Sigma Green Belt candidates through certification project
    Operations Supervisor 03/2015 to 06/2016 United Parcel Service Austin, TX
    • Oversaw scheduling for the day-to-day activities of twenty-three transportation employees
    • Coordinated with freight forwarders to expedite international shipments
    • Monitored department performance data to identify and avoid potential risks
    • Forecasted manpower requirements based on daily workload and company targets
    Accounts Receivable Specialist 05/2013 to 03/2015 Tradesman Service, LTD Waco, TX
    • Coded the general ledger and processed vendor invoice payments
    • Balanced batch summary reports for verification and approval
    • Conducted month-end balance sheet reviews and reconciled any variances
    Education
    Bachelor of Science: Business Administration 05/2020 The University of Texas At Dallas Richardson, TX
    • 3.76 GPA
    • Cum laude graduate
    MBA: Business Administration And Management Expected in 08/2021 The University of Texas At Dallas Richardson, TX
    • Will graduate with MBA in Summer 2021
    • Thesis: Actively completing thesis focusing on cross-generational communication in the workplace