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Professional Summary

To be a part of a progressive organization which gives scope to update my knowledge and skills with the latest trend and be a part of the team that dynamically works towards growth of the organization as well as me.

Skills
  • Believe in hard work and result oriented smart work
  • Ability to work in a team with diverse background
  • Fast learner, adapt well to changes and pressures at workplaces
  • Strong verbal communication
  • Ready to work in a fast-paced team environment
  • Self-motivated
  • Data entry
  • Staff development
  • Process implementation
  • Report writing
Work History
Client Support Associate Core Systems Network, Clayton - Melbourne, VIC 12/2017 - 08/2018
  • Provided base level IT support to non-technical personnel within the business
  • Support new clients through their implementation process
  • Quickly learned the process of the company management software and started implementing client's requests and complaints
  • Opened and properly distributed incoming mail.
  • Greeted customers and visitors in-person and via telephone calls.
Technical Support Executive HTIS Telecom Private Limited - Sahibzada Ajit Singh Nagar, PB 09/2015 - 10/2017
  • Proactively creating incidents through active and accurate information to avoid wide-spread problems and outages.
  • Resolution of IT Helpdesk tickets that have been escalated to the IT Network Operations Team within Service Level Agreements (SLAs).
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Retained existing clients and developed new business by extending the high quality and efficient service.
Education
Bachelor of Science: Computer Science DAV College Bathinda - Bathinda, India
Technical Skills
  • Got training from NetMax Technologies, Chandigarh, India of Cisco Certified Network Associate ( CCNA  v2) in 2015.
  • ITIL workshop and training provided by in-house by HTIS telecom in 2015.
  • Working knowledge of creating EC2 machines and other tools in AWS.
  • Working knowledge of Wireshark and other testing tools.
  • Fluent in Microsoft office like work, excel and powerpoint software.
This resume is created in 7 minutes.
Summary
Skilled professional in corporate financial and retail servicing industry. Expertly trained and able to create customised financial solutions to meet client needs at a high-level global company structure and across a variety of industries. Strong interest in corporate servicing, company partners and business-to-business dealings and sales. Involved in specific training and encouragement of staff towards advancement.
Accomplishments

American Express: 

  • Management and transition of the American Express premium client portfolios.​
  • Created strategies to develop and expand existing customer sales, and servicing showing clear results in customer service surveys.​
  • Initiated and run multiple pilot projects for corporate team Extensive project experience in global implementation of new systems for the Australian market.​

Harvey Norman:

  • Successfully led team to achieve number one in the country for Telstra new business connections.​
  • Retail Awards for exceeding all customer service goals.​
  • Telstra legacy systems transition within Harvey Norman.​
  • Successful store implementation for the new partnership for Optus.
Experience
Customer Banking Specialist 05/2018 to Current Commonwealth Bank Sydney, NSW
  • Providing outstanding service to new and long-standing customers by attending closely to concerns and adding tailored banking value through consultative servicing
  • Currently working between three branches in the mid west area, supporting branch managers and assisting with all branch aspects
  • Confident in achieving targets through identifying current needs and providing financial solutions for customer's individual needs, through relevant conversations and banking financial health check appointments
Analyst Wholesale And Satellite Technical Support 12/2017 to 03/2018 Optus Centre Sydney Macquarie Park, NSW
  • Conducted validation of services, tested and performed high technical levels of troubleshooting to isolate/replicate faults
  • Logged faults that were isolated to the ULL/NBN network directly to the 3rd party network provider
  • Adhered to customer and product KPI's and proactively escalated any breaches as per their SLA agreements
  • Compiled accurately written fault reports and diagnosis to provide to clients
10/2011 to 07/2017 American Express Sydney, NSW
  • Corporate Card and Program Administration service professional, Multi skilled in all areas of servicing for corporate card clients.
  • Premium customer service, dealing with compliance, procedures, tasks and multiple systems support for internal and external clients.
  • Extensive training in company financial servicing, corporate products, client services and multiple systems and software.
  • Internal positions and secondments.
06/2015 to 07/2017 American Express Sydney, NSW
  • SME for new corporate products, point of contact and project assistant for the Australian market for new servicing system platform being globally implemented.
Project lead 05/2016 to 07/2016
  • Side project, ownership of new pilot program, converting remaining corporate company clients to online with program administration servicing and maintenance for @work portal.
New Merchant Business Specialist 10/2014 to 04/2015 American Express Sydney, NSW
  • New business merchant's acquisition
  • Merchant sign up process, inclusive of customer service, procedures
  • Understanding of Sales Force system, for creating, generating and servicing requirements of accounts
  • Experience and previous sales background in clarifying closing and seeking opportunities to create new business
  • Experience in consultative selling across a variety of industries
03/2012 to 05/2013 American Express Sydney, NSW
  • Side project 12 months running role to off board all new corporate card applications and email servicing from Corporate Premium platinum team.
Education and Training
Business studies College TCE Elizabeth College Hobart, Tasmania Information Technology, Legal systems (LS741) , (BS264/01) Pre-tertiary english
Certifications

Certificate III in Financial Services (FNS30110)

Certificate II in Information Technology (ICA20199)

Skills
  • MS Office suite proficient Portfolio management of BHP Telstra and Rio
  • Salesforce and Oracle systems Tinto
  • Excellent communication skills Extensive experience in communication
  • Highly skilled with systems, inclusive Amex, technology
  • Optus and Telstra Up selling and consultative selling
  • Project managment experience for Amex Excellent time management skills
  • closing, Excellent communication, contracts, client, clients, customer service, diagnosis, email, english, fast, Finance, financial, Information Technology, Legal, market, MS Office suite, migration, network, Oracle, platinum, Project managment, reporting, selling, Sales, SLA, systems support, telecommunications, time management, troubleshooting, validation, written
This resume is created in 7 minutes.
Professional Summary

Electrical Engineer graduate with 3+ years of experience in the industry. Disciplined, dedicated and self-motivated individual with knowledge of electrical and computer engineer. Excellent organization skills – career oriented and team player. Highly trustworthy, discreet and ethical. Resourceful in the completion of projects, effective at multi-tasking.

Bilingual Spanish - English

Skills
  • Fire Alarm and Security Systems
  • AutoCad
  • Microsoft Office Suite
  • Troubleshooting
  • AES Mesh Network
  • Fire and electrical installation
  • Telecommunications equipment
  • Organizational skills
Work History
Fire Service Technician II, 11/2017 to Current
Johnson Controls, Inc.Orlando, Florida
  • Performed installation, troubleshooting and programming of Fire Alarm and Burglary Systems, in accordance with NFPS 72, electrical code specifications, blueprints, manufacturers instructions and diagrams.
  • Diagnosed systems to repair or replaced damage wires, cables or faulty electrical components for devices such as initiating, control and indicating devices using electronic test equipments and replacement parts.
  • Supervised installation and running of new raceways and circuit for AES Mesh Radio communication.
Technical Support Specialist, 01/2016 to 01/2017
DBK ConceptsMiami, Florida
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with variety of diagnostic tools.
  • Maintained inventory control of electronic components and tools.
  • Provided on-call support for critical issues and base level IT support to non-technical personnel.
Network Administrator, 01/2014 to 01/2016
Cuban Neuroscience Center (CNEURO)Havana, Cuba.
  • Designed, installed and maintained network and computer systems.
  • Diagnose and fix problems with network and its hardware, software and systems.
  • Monitor networks to ensure security and availability to specific users and maintained documentation for all telecommunication systems.
Education
Associate of Science: Drafting Engineering , Expected in 12/2021
Valencia College - Orlando, FL
Bachelor of Science: Electrical Engineering, 2015
"Jose Antonio Echeverria" Higher Polytechnic Institute - Havana, Cuba
Certifications

Engineer In Training(EIT), FBPE - 2017. Lic 1100020678

Fire Alarm System Level II (NICET II), 2018-2021. Lic 148112

Simplex 4007ES, 4010ES ans 4100ES Installation/Programming - 2018

Software House, C.Cure 9000 System Installer - 2018

AES-Intellinet Technical Training - 2018

This resume is created in 7 minutes.
Summary

Resourceful and knowledgeable professional pushing 5 years of hands-on experience with various systems, hardware and software. Solid troubleshooting skills, and a desire to always learn more. Eager to secure a position in networking or a networking related field.

Skills
  • Cisco Networking/IOS
  • Technical Support
  • Network Security
  • Microsoft Office 365
  • SCCM
  • Windows Server 2008/2012 R2
  • Windows XP/7/8/10
  • VMware- vCenter and Workstation
  • NetApp
  • Interpersonal
  • Extensive Troubleshooting
  • Organized Documentation
  • Microsoft Dynamics NAV
  • Linux
  • Android / Apple
  • Citrix Receiver
Education
Associate of Applied Science: Network Systems Administration 2017 Western Technical College - La Crosse, WI

Sep 2015 - Aug 2017

  • Performed numerous labs primarily in VMware Workstation
  • Worked with numerous Operating Systems
  • Enrolled in and completed Cisco NetAcademy CCNA courses 1-4
  • Performed many hands-on networking labs with Cisco equipment
  • Configured and experimented with Cisco routers and switches
  • Teardown and rebuilding of computers and other devices
  • Discussed and practiced security concepts and technologies
  • Worked with multiple command lines, wrote scripts for various tasks
High School Diploma 2012 River Falls High School - River Falls, WI
Work History
Network And Technical Support 08/2018 to Current
River Of Goods / Terrybear Urns And Memorials St. Paul, MN
  • Monitor and audit customer portal websites 
  • Internal auditing of partner data through EDI and XML 
  • Support 60 end users through Zendesk ticketing system 
  • Installation of hardware, applications, and software 
  • Troubleshoot and resolve network (LAN/WAN) connectivity 
  • Assist with hardware rewiring/reconfiguration projects
  • Documentation of assets 
  • Assist with and support the upgrade of our main ERP program- Microsoft Dynamics NAV 

       -December 2018 upgraded Terrybear's ERP system 

       -January 2019 upgraded River of Goods' ERP system 

       -Work closely with our NAV provider/developer

       -Diagnose, troubleshoot, implement, and customize ERP for most practical and efficient business          purposes. 

  • Configure and support reporting software for accounting/sales
Information Systems Support Specialist 1 08/2017 to 07/2018
Gundersen Health Systems La Crosse, WI
  • Take live calls on a day-to-day basis
  • Log incidents and service requests in Cherwell ticketing system
  • Assist employees with interaction of hardware and software
  • Account maintenance as needed with different applications
  • Prepare and review internal knowledge base articles
  • Troubleshoot and fix a wide variety of programs and hardware
  • Triage incidents and requests to proper teams
  • Keep up to date on network changes and prepare accordingly
  • Answer emails and voicemails and log as incidents, follow up with users
  • Problem research/management, analyze existing problems and find solutions
  • Train users on Service Desk Portal; where end users can request hardware, software, and security access
IT Intern 07/2016 to 08/2017
Coulee Bank La Crosse, WI
  • Provide miscellaneous services to assist with technology integration
  • Set up and monitor security (phishing) campaigns
  • Assist under the Network Risk Manager in daily activities
  • Assist with the writing and documentation of risk assessments, controls, audits
  • Helped setup new branch in Rochester- wiring, installation, configuration
  • Miscellaneous repairs throughout offices
  • Retention and updates of policies throughout the organization
  • Attend monthly IT meetings regarding the current state of operations, and how to improve them
  • Assist with software conversions and updates
Dish Network Technician 01/2015 to 06/2015
Don-Lors Electronics Brooklyn Park, MN
  • Install and repair Dish Network TV Services  in customers' homes
  • Troubleshoot/repair systems and equipment
  • Performed custom labor- Pole mounts, dish relocation, wiring
  • Maintained company vehicle and inventory/supplies
  • Sold products and services to customers
Certifications

CompTIA A+

April 3, 2017


Cisco ICND1 100-105 (CCENT)

May 21, 2018

This resume is created in 7 minutes.
Professional Profile
Cybersecurity consultant seeking to implement strong technical skills and innovative thinking as a leader in the cybersecurity field. Analytical Security Intervention Specialist adept at resolving complex technical issues. Critical thinker who solves intricate issues quickly, and consistently exceeds performance standards. Recognized servant leader focused on innovation and collaboration. Passionate team builder who consciously strives to create a culture of empowerment and excellence in every group dynamic.
Qualifications
  • Cybersecurity consulting - advising Fortune 100 clients on security posture and tool implementation
  • Cybersecurity analysis - Threat Detection and Response analyst for multiple Fortune 500 clients
  • Business-minded - up-sold clients on over $1m during the course of several consulting engagements
  • Customer relations - acted as liaison between clients, executives and product managers
  • Innovation driven - pushed for the revamping of product and service offerings based off of client feedback and industry knowledge 
  • Clear, decisive thinking in high pressure situations - incident response for large incidents spanning multiple threat vectors 
  • Strong analytical skills - creation of EDR and SIEM correlation rules
  • Project management - coordinated complex security projects with a half dozen teams
Technical Skills
Skills Experience Total Years Last Used
Cybersecurity Consulting for Fortune 100 and 500 companies Intermediate 2 08/2019
Cybersecurity Analysis - Threat Detection and Response Intermediate 2 05/2018
EDR Rule Creation - Cylance Optics and Carbon Black Response Expert 2 08/2019
Operating System Security Intermediate 4 08/2019
Security Intelligence and Analysis Intermediate 1 03/2017
Work Experience
Cylance, Inc
July 2018 to Current
ThreatZERO Consultant Dallas, TX
  • Advised Fortune 100 clients on cybersecurity best practices.
  • Assisted with implementation and operationalization of CylancePROTECT and OPTICS in compliance regulated environments across the globe. 
  • Assisted incident response teams with identifying, containing and eradicating threats.
  • Developed custom EDR rules to identify and prevent attacker tactics, techniques and procedures.
  • Developed formal processes, procedures and templates to enable the Professional Services team to operationalize CylanceOPTICS in client environments. 
  • Worked directly with product management teams to develop and refine the EDR product, utilizing client feedback and industry standards. 
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  • Developed EDR best practices guide for an Optics EDR tiger team. 
​​
Ernst & Young
September 2017 to July 2018
Cybersecurity Analyst for Cyber-as-a-Service Dallas, TX
  • Co-Led cyber security on-boarding, tuning, and monitoring of a healthcare client with over 35,000 endpoints.
  • Cyber security monitoring of Fortune clients including triage of incidents from internal and external threat vectors.
  • Generated correlation rules and watch-lists using LogRhythm and Carbon Black Response products.
  • Project management of initiative to standardize detection logic across multiple client engagements.
  • Analysis of memory forensics data and Assembly code for enumeration of DLL injections in Windows' internal processes (Mimikatz 2.0 detection logic). 
  • Network and cloud server traffic analysis. 
  • Analysis of Palo Alto firewalls, Trend Micro Endpoint Protection and Symantec Endpoint Protection logs. 
Whitney Solutions LLC - Wylie, TX
March 2017 to September 2017
Cybersecurity Analyst
  • Regulatory compliance framework enforcement in medical firms.
  • Project management of information technology operations and development for a local city government.
  • Client operations coordination and response. 
  • Vendor tools assessment. 
​​
Allied Universal (formerly Thrive Intelligence) - Richardson, TX
Security Intervention Specialist (SIS)

August 2016 to April 2017

  • Coordinated with police officers and on-site security teams to secure high-value assets using security intelligence technology across hundreds of sites. 
  • Initiated a project with corporate headquarters and upper level management to lower false positive alarms by 50%. 
  • Analyzed and devised solutions for several cybersecurity vulnerabilities with the Executive Director.
​​
Enspiren IT Consulting - Allen, TX
Project Manager
October 2013 to December 2016
  • Developed an international expansion while conducting market research across India.
  • Developed additional revenue streams and assisted with designing restructuring of company during major crisis.
​​
Technical Support Specialist
April 2012 to October 2013
  •  Cyber security management for financial investment systems valued at $1.3 billion.
  •  Endpoint security for Alaska's largest telecommunications provider.
​​
Education and Recognition
Bachelor of Science : Cybersecurity and Information Assurance, Expected in 2020 Western Governor's University Salt Lake City, UT, United States
  • Cylance Security Professional 
  • EC-Council Certified Encryption Specialist
  • Project+ (in progress)
  • CIW-WSA
  • CIW-UID
Associate of Applied Science : Information Systems Cybersecurity Collin College Plano, TX, USA
  • Carbon Black Administrator Certification
  • LogRhythm Platform Administration Certification
  • LogRhythm 305 Certification
  • Criminal Justice Information System (CJIS) Clearance
  • Homeland Security's Chemical-terrorism Vulnerability Information (CVI) Certification
  • Presented three research projects in the Collin College National Undergraduate Interdisciplinary Student Research Conference
Service
  • Served as a board member for a small non-profit offering education and vocational training to impoverished women and children in Vizag, India.
  • Demonstrated a level-head and quick thinking in an emergency situation, and was awarded the BSA Medal of Heroism for saving a life despite risk of severe personal injury.
​​
This resume is created in 7 minutes.
Core Strengths
  • Strong organizational skills
  • Active listening skills
  • Seasoned in conflict resolution
  • Courteous demeanor
  • Sharp problem solver
  • Hardware diagnosis
  • Exceptional telephone etiquette
  • Call center experience
  • Patient and diligent
  • High-energy attitude
Work Experience
Package Handler/Quality Assurance Rep Apr 2014 to Current
FedEx Ground Hutchins, Texas
  • Unloaded, picked, staged and loaded products for shipping.
  • Resolved service issues in a timely manner, including coordinating and processing returns.
  • Transported goods from racks, shelves and vehicles.
  • Worked at a rapid pace to meet tight deadlines.
  • Cleared damaged items and loaded freight.
Amazon Fulfillment Associate Sep 2015 to Oct 2018
Amazon Fulfillment Center Dallas, Texas
  • Worked rapidly to meet tight deadlines
  • Verified and recorded count and condition of cargo received
  • Assisted in training of new hires in Universal Receive
  • Ambassador in Universal receive for 6 months
  • Cross trained in Inbound dock, ISS
  • Problem solver in Universal Receive
Customer Service Representative Dec 2013 to Jun 2014
Securus Technologies Richardson, TX
  • Professional Customer Service Representative who assists customers with posting payments, missing payments, etc
  • Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving
  • Defused volatile customer situations calmly and courteously
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
Catalog Order Specialist Apr 2013 to Dec 2013
Neiman Marcus Carrollton, TX
  • Assist Customers with catalog orders.
  • Placing, canceling and revising catalog orders.
  • Applying credits, discounts, etc.
  • Addressed and resolved customer product complaints empathetically and professionally.
Reservation Agent Jul 2012 to Apr 2013
Hilton Worldwide Carrollton, TX
  • Assist Customers with making reservations.
  • Settling Disputes.
  • Creating memos for refunds, etc.
  • Defused volatile customer situations calmly and courteously.
  • Answered a constant flow of customer calls with up to 30 calls in queue per minute.
Technical Support Representative May 2006 to Feb 2012
AT&T Internet Services Richardson, Tx.
  • Assist Customers with DSL connectivity
  • Router configuration
  • Order Creation, suspending/unsuspending accounts
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Defused volatile customer situations calmly and courteously
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions
  • Managed high call volume with tact and professionalism
Educational Background
Associate of Arts, Business Administration Southwestern Christian College Terrell, TX
Technical Knowledge Exemption Certificate: Technical Knowledge Exemption 2010 Eastfield College Mesquite, Texas
Summary

Positive and upbeat Customer Service Specialist bringing 10

years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.

Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about telecommunications

standards with strong skill in retaining product and service information to provide effective issue resolution.

Dependable team player with solid background in fulfillment. Highly productive, organized and efficient with the stamina to stand or walk for long hours.

This resume is created in 7 minutes.
Professional Summary
I am a disciplined person with positive attitude and I accept challenges in my life. Being conscientious my training and experience made me a good Team Player and developed my strong work ethic. I willingly adopt new ideas and adapt to new environments to improve myself.  
Skills
  • Technical specifications creation
  • Excellent problem-solving abilities
  • Basic administrative knowledge
  • Customer service expert
  • Fast learner
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Safety-oriented
  • Chemical cleaners
  • Multi-tasking
  • Fast learner
Work History
March 2013-April 2016 Technical Support Specialist III | Convergys Philippines Services Corporation | Bacolod City, Negros Occidental ·         Supervise floor agents on their technical concerns and customer issues
·         Making sure that the team has enough resources and equipment to handle their calls and inquiries from their clients. ·         In charge on checking the team computer software and tools are running properly, troubleshoot if there are concerns.
·         Provides support to the team by clearly communicating technical solutions in a user friendly and professional manner.
·         Provides hands on training for new agents regarding usage of computer software and tools for the system.
·         Diagnose and resolve technical hardware and software issues from my team's escalations.
·         Facilitate group meetings to discuss areas of strengths and improvement for the team.
February 2017-Current Maintenance Cleaner | Total Group | Auckland, Auckland
  • Cleaned in and around the buildings, prioritizing safety at all times.
  • Thoroughly scrubbed and cleaned bathroom fixtures and partitions.
  • Dismantled, cleaned and replaced light fixtures.
  • Washed and spot-cleaned files, desktops, office glass, partitions, doors and walls.
  • Hosed down and swept steps and sidewalks.
Education
December 2017 Diploma of Technology Management Level 7 Aspire2 Group, Auckland, Auckland, New Zealand
march 2012 Bachelors in Information Technology Guimaras State College, Main (Salvador Campus), Buenavista, Western Visayas, Philippines
This resume is created in 7 minutes.
Professional Summary

Newly certified Personal Trainer with a strong background in leadership and training. CPR, First Aid and AED certified.

Skills
  • Team building specialist
  • Exceptional Customer service
  • Self Motivated
  • Motivational leader
  • Team player
  • Interpersonal skills
Work History
Technical Support Specialist, 02/2018 to Current
Pillars Western Springs, IL
  • Aligned office departments and increased inter-department communication and data sharing.
  • Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
  • Designed strategic plan for component development practices to support future projects.
  • Managed creative projects from concept to completion while managing outside vendors.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Petty Officer Second Class, 03/2011 to 03/2015
US NAVY
  • Scheduled and conducted fitness appointments with sailors.
  • Guided and trained sailors in proper fitness
  • Motivated sailors to exercise more
  • Updated and filed supply records and forms.
  • Tracked and filed administrative paperwork and personnel folders.
  • Expert in tactical and technical guidance.
  • Prepared daily, weekly and monthly situational reports for higher headquarters.
Retail Shift Lead, 01/2009 to 01/2011
GameStop Chicago
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Welcomed customers into the store and helped them locate items.
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Strategically scheduled team members to maintain optimal staffing levels at all times.
  • Supervised and directed all merchandise and shipment processing.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Cleaned and organized the store, including the checkout desk and displays.
Education
Certified Personal Trainer: 2018
NASM - Chicago, IL
Bachelor of Science: Computer Science, TBD
Saint Xavier University - Chicago, IL
NAVY Information Technician (IT) : Computer Science, 2011
IWTC Corry Station - Pensacola, FL
Accomplishments
  • Promoted to E-5 from E-1 in 4 years
  • Created and maintained network accounts and programs for across all Navy department needs.
  • Fitness Leader in the US NAVY
  • Climbed a mountain
  • Consistently  meet and exceed workout goals
This resume is created in 7 minutes.
Professional Summary
Results-oriented Customer Service Team Lead with over 10 years of experience in enhancing customer service across various industries, seeking to take next career step with a respected organization dedicated to delivering world class service and enhancing customer satisfaction. Accomplished in leveraging performance metrics to improve customer interactions and outcomes. Dedicated leader with the ability to lead teams to process and manage large account volumes without compromising service or quality.
Skills
  • Interpersonal Skills
  • Motivated Team Player
  • MS Windows Proficient
  • Conflict Resolution
  • Customer Relations
  • Customer-Oriented
  • Detail-Oriented
  • Exceptional Communication Skills
  • Tax Code Knowledge
  • Team Leadership
Work History
  • Tax Professional
  • Truss In Us Tax Services
  • Atlanta, Georgia
  • January 2017 to Current
  • Compute taxes owed by following tax code.
  • Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
  • Help taxpayers by using their federal, state and local codes and see to it that clients receive the maximum benefit permitted under the law of government.
  • Uncover potential deductions and credits. Advise against potential tax liabilities.
  • Ensure clients do not pay unnecessary taxes.
  • Review financial records such as income statements and documentation of expenditures.
  • Interview clients to get a thorough picture of financial situation.
  • Verify totals on past forms for accuracy.
  • Calculate and invoice for form preparation fees.
  • Consult tax law handbooks for especially difficult tax returns.
  • Resolve customer complaints.
  • Recommend additional products and services.
  • Prepare tax returns using electronic filing software.
  • Ensure a copy of the completed return is provided to the customer.
  • Customer Service Team Lead
  • XPO Logistics
  • Atlanta, GA
  • April 2018
  • Provided assistance by telephone and email to customers and business partners 
  • Diagnosed, assessed, and resolved problems or issues 
  • Monitored progress of delivery routes 
  • Processed changes or cancellations to delivery orders
  • Stepped up to assist the customer service manager with complaints and issues during times when the department was short-staffed.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations..
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Technical Support Representative
  • Dish Network
  • Hillard, OH
  • October 2016
  • Supported Tier 1 technical support and customer service phone support for external customers
  • Provided quality technical support service through one-contact resolution to establish a long-term customer relationship
  • Accurately responded to questions and assisted customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phone
  • Assisted customers with their billing and payments as needed  
  • Performed initial client assessment and analysis to begin research process.
  • Used ticketing systems to manage and process actions taken.
  • Managed call flow and responded to technical support needs of customers.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Researched, troubleshot and resolved complex problems independently.
  • Escalated issues to the proper supervisors when standard processes were not effective.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • TPI Composites
  • Springfield, OH
  • May 2006 to October 2008
  • Managed product quality to guarantee compliance with quality policies, procedures and systems Escalated safety and quality issues and initiated remedial actions promptly Implemented performance, quality and efficiency measures Directed improvements in safety, product quality, service and cost efficiency Planned, directed, coordinated and assigned manpower to meet aggressive production schedules Recommended developed and reviewed QA standards policies and procedures for all functions Communicated major status of projects QA personnel and customer concerns to the QA Manger.
  • Supervisor
  • Bank of America
  • Atlanta, GA
  • February 1999
  • Developed and implemented staff training and mentoring programs Monitored and evaluated the job performance of staff including coaching, motivating, and administering corrective action as needed Served as the subject matter expert for support of complex operations issues Coordinated and organized workflow while meeting deadlines Ensured compliance with banking polices, regulation, and regulatory statutes by implementing a quality control department.
Education
  • High School Diploma
  • D.M.Therrell Highschool - Atlanta Georgia
This resume is created in 7 minutes.
Summary
Talented individual with extensive knowledge of the service industry. Energetic, outgoing and driven to reach company goals. Personable professional, capable of building immediate positive customer rapport and long-term loyalty.
Highlights
  • Detail-oriented/Cash handling accuracy Customer- and service-oriented. 
  •  ICD-9/ICD-10/ CPT coding experience
  • Successful phlebotomy technique 
  • Extensive Electronic Health Record practice, Harris
  •  Knowledge of Medical Terminology and Abbreviations
  •  Proficient in MS Office, Word, Excel, and Power Point  
  • Active listening skills.
  • Accurate cash handling skills.
  • Accurately type 55 WPM
  • Efficient 
  • Technologically savvy
  • Security understanding 
  • Data Entry 
  • Meticulous and organized. Privacy and security understanding. 
  • Ability to mediate disputes
  • Goal-oriented
  • Reliable and dependable
  • Strong organizational skills
  • Invoice processing
  • Skilled with Inventory management.
  • Courteous demeanor
  • Excellent sense of direction
  • Adaptable to stressful and strenuous situations.​
  • Precise invoice processing 
  • 100+ vital taken/Bilingual
  • Quick and accurate data entry 
  • Document control
  • Flexible
  • Professional and polished presentation
  • Quick Learner
  • Technologically Savvy
  • PC proficient
Accomplishments
  • Assisted agents with questions regarding products and services (Floor Support)
  • Proficient with Microsoft Office.
Experience
Customer Service Representative, 08/2018 to 01/2020 HME Specialists, LLC Albuquerque, NM
Identified qualifying ICD-10 code's on prescriptions in order to dispense
Uploaded updated prescriptions, clinicals and insurance information to all patient accounts. 
Durable Medical Equipment based on insurance plans. 
Submitted Prior Authorization to health Insurance plans based on the items ordered by providers.
Learned to identify what items require authorization and which do not. 
Contacted the purchasing department frequently to special order equipment that was needed for specific types of patients. 
Took phone calls from providers calling in to ask if information was missing in the clinical notes and prescriptions. 
Documented all all phone calls inbound, and outbound thoroughly. 
Answered supervisor requests over the phone, and through email on specific orders.
Accepted projects that were assigned to me and completed them in a timely manner. 
Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
Answered customers' questions and addressed problems and complaints in person and via phone.
Computed accurate sales prices for purchase transactions. 
Responded promptly to general inquiries from members, staff and clients via mail, e-mail and fax.
Processed merchandise returns, exchanges, and pick up's. 
Updated personal information for clients and providers when asked.  
Worked under strict deadlines and responded to service requests from marketing representatives. 
AT&T Chat Technical Support Associate, 07/2017 to 03/2018 Convergys Rio Rancho, NM

Maintained composure and patience in face of difficult customer situations.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Supported customers having data connectivity issues.

Provided thorough support and problem resolution for customers.

Assisted customers with technical issues via live chat and telephone.

Developed and maintained positive customer relationships.

Reported important problems to management.

Handles a large volume of chats.

Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

Customer Service Representative, 10/2016 to 06/2017 Sitel: Business Process Outsourcing Albuquerque, NM

Helped customers select products that best fit their personal needs.

Answered customers questions and addressed problems and complaints in person and via phone.

Educated customers on product and service offerings.

Consulted with customers on the latest styles and trends.

Processed all sales transactions accurately and in a timely fashion.

Informed customers about all product lines and services offered by the company.

Retained and ensured proper handling and care of 150 existing client accounts.

Consistently met and exceeded department expectations for productivity and accuracy levels.

Recommended and helped customers select merchandise based on their needs.

Exchanged returned merchandise for customers quickly and efficiently.

Confirmed that appropriate changes were made to resolve customers' problems.

Informed customers about sales and promotions in a friendly and engaging manner.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Call Center Representative, 08/2013 to 09/2016 Stream Global Services: AT&T Retention Customer Service Representative Rio Rancho, NM

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Demonstrated mastery of customer service call script within specified timeframes, Addressed customer service inquiries in a timely and accurate fashion,Maintained up-to-date records at all times.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Provided accurate and appropriate information in response to customer inquiries.

Collected customer feedback and made process changes to exceed customer satisfaction goals,Made reasonable procedure exceptions to accommodate unusual customer requests.

Electronics Sales Associate, 07/2012 to 07/2013 Walmart Albuquerque, NM

Answered customers' questions and addressed problems and complaints that a customer had.

Helped customers select products that best fit their personal needs.Maintained visually appealing and effective displays for the entire department.

Educated customers on product and service offerings.Kept the department clean maintained neat, orderly product displays.Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.

Marked clearance products with updated price tags.Processed all sales transactions accurately and in a timely fashion.

Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers.

Built and maintained effective relationships with peers and upper management.

Education
Medical Assistant, 2017 Pima Medical Institute - Albuquerque West-Rio Rancho Albuquerque, NM, United States
High School Diploma: 2012 Rio Rancho High School Rio Rancho, NM, United States Of America