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Professional Summary
IT professional with a 4-year background in system administration, hardware and software troubleshooting and network management for the local government.
  • Skilled problem solver
  • Motivated team player
  • Remote access support
  • Systems analysis
  • Analytical thinker
  • Software libraries maintenance
  • Focused
  • Data backup and recovery systems
  • Server Support
  • Routing protocols knowledge
  • Internet setup and repair
  • Anti-virus solutions
Associate of Applied Science: Network Systems Management, 2013
Florence-Darlington Technical College - Florence, SC
CompTIA A+ ce Certified
CompTIA Security+ ce Certified
Work History
Network Technician, 08/2013 to Current
Florence County Sheriffs Office Effingham, SC
  • Reviewed logs for all networking devices for unresolved abnormalities and problems.
  • Tested and evaluated vendor software to improve performance and usability.
  • Communicated with vendors to resolve network outages and periods of reduced performance.
  • Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
  • Documented all server and network problems and other unusual events in detail.
  • Diagnosed system hardware and software problems using advanced root-cause analysis.
  • Monitored system logs for all company computers and devices to maximize uptime.
  • Completed remote repairs involving software solutions and hardware repairs.
  • Served as a liaison between the user community and software providers.
  • Defined security requirements for computer systems, including mainframe, workstations and personal computers.
  • Built server systems and installed into racks.
  • Provided base level IT support to non-technical personnel within the business.
  • Reviewed technical documentation and procedures.
  • Defined and documented technical best practices.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Provided on-call support for critical issues.

Frozen Food / Dairy Stocker, 09/2010 to 08/2013
IGA Lake City, SC
  • Refilled and rotated items on shelves to maintain well-stocked inventory.
  • Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
  • Stocked “point of purchase” areas with recipe cards, product coupons and promotional material.
  • Maintain clean, neat and properly stocked check stand area.
  • Kept cases and shelves clean and well stocked.
  • Maintained stockroom and warehouse.
  • Stocked and cleaned grocery shelves, bulk bins and freezer and dairy cases.
  • 3 years stocking experience.

Senior Customer Service Representative, 09/2009 to 06/2010
Movie Gallery Inc. Lake City, SC
  • Operated a cash register for cash, check and credit card transactions.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Alerted customers to upcoming sales events and promotions.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Welcomed customers into the store and helped them locate items.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

This resume is created in 7 minutes.
Qualified, Resourceful and Self-motivated professional with more than 20 years experience in the financial/Banking industry. Demonstrated track record of maximizing customer service opportunities, handling highly confidential personal and financial information in a sensitive manner, consistently exceeding performance goals, maintaining a positive attitude, and working hard to build team relationships.

Senior Customer Service Representative (Contractor) Jul 2016 to Current
BMO Harris Bank Naperville, IL
  • Monitor escrow flood insurance premium.
  • Process PMI and other internal reports.
  • Distribute payments to vendor for Escrow Flood Premium.
  • Compose and review corresponding letters to customer & vendors.
  • Research and resolve force place flood insurance.
  • Review/audit transaction for compliance with regulatory and Bank requirements.
Tax Professional (Seasonal) Nov 2015 to Apr 2017
H&R Block Chicago, IL
  • Filled in for Store Manager and performed all opening and closing duties.
  • Prepared tax returns for clients and answered all questions in relation to their income tax and the Affordable Care Act.
  • Promoted additional sales through marketing of products that best suited client needs.
Research Analyst Mar 2014 to Aug 2015
National Tax Search LLC Chicago, IL
  • Assisted financial clients by researching properties to ensure they match 1000's of commercial and residential loan files under strict and rigid deadlines.
  • Researched commercial and residential properties to verify loan ownership, address, property identification, legal descriptions to ensure correct properties are tracked against client loan files.
  • Reported current property tax amounts due, as well as any delinquent taxes or sold taxes.
  • Input & Prepare documentations;Booking loans into system
  • Reported State and County delinquent tax and tax sale policies and procedures.
Loan Servicing Specialist Jan 2005 to Mar 2014
JP Morgan Chase Chicago, IL
  • Reviewed legal and administrative documents of all new, renewed, and increased commercial loans to ensure that they support the approved loan structure.

  • Ensured that regulatory, compliance and bank policies were met and determined the level of waiver action required when documentation deficiencies are discovered.

  • Monitored all existing documentation deficiencies and the receipt of time-sensitive documentation during the term of all loans.

  • Reviews appropriate documentation files and records for selected existing loans to determine compliance with established bank and legal guidelines.

  • Serviced over 30 small mid-market and complex commercial loans per month.

Collateral Specialist Apr 2003 to Dec 2004
JP Morgan Chase Chicago, IL
  • Reviewed all incoming loan documentation for completeness and confirm exceptions have been cleared accordingly.
  • Processed Collateral Releasing for paid loan within the defined time requirements while reviewing  and auditing transactions for compliance with regulatory and Bank requirements.
  • Process ongoing collateral monitoring functions including following up on property insurance, flood insurance, investment account statements and property tax status.
  • Processed lien perfection tasks Commercial Loans, including recording collateral instruments, placing holds on cash collateral accounts, filing UCC financing statements.
Operation Senior Specialist Apr 2001 to Mar 2003
JP Morgan Chase Chicago, IL
Assistant Branch Manager Dec 1998 to Mar 2001
JP Morgan Chase Chicago, IL
CSA III Jun 1998 to Dec 1998
JP Morgan Chase Chicago, IL
Skills & Software Experience
Skills & Qualifications
  • Analytical & Organizational  Skills, Closing, Commercial loans, Credit, Customer service, Decision making, Advanced Problem Solving, Documentation,  Financing, Insurance, Legal, Loans, Marketing, Research, Sales, Taxes, Uniform Commercial Codes
  • Microsoft Office Suites, ACBS, VLS, RLOTS, Dealworks, Hotdocs, Host/XAM, FiServe, Filenet, NetO, Document Direct, Corelogic and ServiceLInk MDA (verified FEMA), CT Lien Solution

This resume is created in 7 minutes.
Professional Summary

Customer Service Professional highly skilled in call center and retail operations. Strengths include providing exceptional customer service through active listening and problem solving skills in a high call volume environment. Experience includes call center operations and retail management. I currently hold a Property and Casualty Insurance License.

Work History
Licensed Insurance Agent, 04/2018 to 08/2019
Liberty Mutual InsurancePlano, TX
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Conducted annual reviews of existing policies to update information.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Provided coverage option information to assist clients in protecting assets.
Customer Support Supervisor, 01/2014 to 02/2018
Nerium International LLCAddison, Texas
  • Supervised a group of 10-18 Customer Service Representatives.
  • Assumed ownership over team productivity and manage workflow to meet or exceed quality service goals.
  • Implemented useful tools to assist Customer Service Representatives with company processes and areas of opportunities.
  • Trained staff on operating procedures and company services.
  • Conducted motivating coaching sessions to increase performance.
  • Monitored inbound calls and provide real- time feedback to increase customer satisfaction.
  • Analyzed working rate, hold time, and handle time to monitor Customer Service Representatives performance and productivity.
  • Conducted annual performance reviews for all Customer Service Representatives.
  • Prepared reports and communicate Customer Service Representatives performance to the Sr. Support Manager.
  • Addressed and resolve customer escalations empathetically and professionally.
  • Referred unresolved customer escalations to designated departments for further research.
Senior Customer Service Representative, 09/2012 to 10/2013
RealManage - Dallas/Fort WorthCarrollton, Texas
  • Assisted Homeowners with managing their accounts and processing payments with their Home owners association.
  • Educated Homeowners of the benefits of the Home owners association.
  • Issued and processed amenity passes for residents.
  • Resolved delinquent accounts by educating Home owners on the Texas Statutory payment plan.
  • Informed Community Association Manager of urgent property issues such as a flood, fire, or natural disaster.
  • Partnered with Supervisor to train on-boarding advisors.
Customer Support Representative, 09/2011 to 10/2012
PFSwebDallas , Texas
  • Answered an average of 90 calls per day by addressing customer inquiries, solving problems and providing product information.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and providing one call resolution.
  •  Diffused volatile customer situations calmly and courteously.
  • Met or exceeded metrics and quality standards every review period.
  •  Accurately documented, researched and resolved customer service issues.  
Lead Sale Associate, 05/2010 to 06/2011
Dillards Frisco , Texas
  • Operated a cash register for cash, check and credit card transactions with accuracy.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Maintained established merchandising standards, including window, sales floor and promotional displays.
  • Worked with the management team to implement the proper division of responsibilities.
  • Alerted customers to upcoming sales events and promotions.
  • Identified potential shoplifters and alerted management.
  • Mentored new sales associates to contribute to the store's positive culture.
Department Manager Women Apparel , 05/2007 to 03/2009
BelkNacogdoches, Texas
  • Managed staff of 6-10 sales associates.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Scheduled and led store meetings for all employees.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Interviewed job candidates and made staffing decisions.
  • Counted cash drawers and made bank deposits.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Reported to thegeneral regarding all store and staff issues.
  • Conducted store inventories twice a year.
Bachelor of Arts: Early Childhood Education Stephen F. Austin State University - Nacogdoches, TX
Associate of Arts: Coursework in General Studies Lon Morris College - Jacksonville Texas
  • Familiarity with Key Performance Indicators (KPIs)
  • Ability to Lead and Motivate Team Members
  • Strong Time Management and Organizational Skills
  • Strong Written and Oral Communication Skills
  • Customer-Focused
  • Strong Analytical Skills
  • Presentation Skills
  • Proficient in Microsoft Office including Excel
  • Insurance product expertise
  • Property insurance
  • Policy renewals
  • Auto insurance

This resume is created in 7 minutes.
Professional Summary
Results-oriented Customer Service professional with over 5 years' experience in enhancing customer service throughout the company 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. A dedicated leader with the ability to lead teams to process and manage large account volumes without compromising service or quality.
Skill Highlights
  • Exceptional Phone Etiquette
  • Excellent Interpersonal Skills
  • Exceptional Customer Service Skills
  • Strong Oral and Written Communication Skills
  • Managerial/Project Management Skills
  • Proficient in the Microsoft Office Suite
  • Excellent Organizational Skills
  • Client Relations Specialist
  • Type 50 WPM
  • Conflict Resolution Techniques
  • Detailed-oriented
  • Focused on Customer Satisfaction
  • Effective Time Management Skills
  • Training and Development
Work Experience
All State Traffic Control Traffic Control Specialist 04/2014 to Current
  • Safely controlled the movement of vehicular traffic through work zones using a Stop/Slow paddle with a 100% safety rating.
  • Position temporary work zones using advance warning signs, traffic cones, barrels and other equipment.
  • Warned workers when approaching vehicle fails to heed signals to prevent accident and injury to workers.
  • Operated within OSHA guidelines and adhered to all communication via Supervisor.
Jimmy's Urban Hip-Hop Store Bridgeport, CT Senior Customer Service Representative 03/2011 to Current
  • Manages monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service.
  • Completes over 100 daily purchases with cash, credit and debit payment methods.
  • Maintains up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Organizes weekly sales reports for the sales department to track product success.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Designed and suggested new display ideas to improve accessibility to merchandise, which increased sales by 10%
Sprint Trumbull, CT Sales Representative 02/2014 to 11/2016
  • Assisted in implementation of company marketing plans as needed resulting in an increase of 5% in sales.
  • Created and conducted effective proposal presentations and RFP responses.
  • Attracted potential customers through social media and other marketing mediums.
  • Attended meetings with clients and conveyed their requirements to management.
  • Motivated customers by demonstrating the products well.
  • Exceeded targeted sales goals by 5%.
  • Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
Sikorsky Aircraft Stratford, CT Symbol Blade 03/2011 to 10/2012
  • Provided consulting and technical support for the Systems Engineering team.
  • Generated ID numbers for controls components.
  • Managed office inventory and placed new supply orders.
  • Set up new files and assigned tracking numbers.
  • Prioritized project components and organized scopes.
Education and Training
Associate of Arts: Business Administration 2013 Monroe College, New Rochelle, NY
High School Diploma 2011 Central High School, Bridgeport, CT
Professional Diploma HeadQuarters Barbering Institute , Bridgeport, CT
Cerificate 2012 CT Occupational Safety and Health OSHA 30 License