Tech Support/Help Desk Resume

Objective: Seeking a full-time position where I can use my organizational and leadership skills to help people according to their specifications.

Professional Skills: Over 10 years Sales/Customer Service success
2 years Customer Fraud Investigator
5 years Supervisory and Managerial Experience
Self-Motivated, Team Player and Leader
Applications: Windows 7 and Microsoft Excel

Work Experience:

07/12 to 10/12 Confidential, AUSTIN, TX
Marketplace Global Collections for eBay - 3 Month Contract

Met monthly goals and metrics, obtaining bonus payouts and incentives
250-300 Outbound calls made daily, collecting seller fees and buyer protection reimbursements, educating members on using website more effectively to increase visibility when selling and purchasing merchandise. Assisted sellers filing unpaid item claims, often crediting seller fees when buyers refused to pay for purchases as agreed.

05/06 to 04/12 Confidential, TULSA, OK
Customer Fraud Management & Access Card Distribution Team

Promoted from Technical Customer Service 03/2010
Exceeded monthly goals and metrics, obtaining maximum bonus payouts
Relocated to Austin area - Gave proper notice
20-30 Inbound calls received daily, placing orders for access card replacements when troubleshooting did not resolve intermittent issues, verifying if equipment was eligible for activation based on whether leased or owned. This often led to security fraud investigations of customers attempting to manipulate company policy. 20-30 Outbound calls made daily, researching if fraud was being done by individuals and businesses or if they were committing fraud against others. Assigned workload increased daily with 5-10 new cases, being responsible for 50-60 active cases at any given time. Each case required multiple follow up calls, reestablishing account security protocols and procedures.

05/06 to 03/10 Technical Customer Service

Tier 1 & 2 Tech Support/Help Desk

40-50 Inbound calls daily

Assisted customers with issues ranging from satellite signal loss, television and cabling troubleshooting, connecting various output components, establishing service calls when needed, ordering equipment upgrades and new installations, billing questions involving temporary disconnections, up selling programming packages, attempting retention offers and taking Supervisor calls.

11/05 to 04/12 Confidential, TULSA, OK
Janitorial Sub-Contractor/Franchisee - Managed and cleaned contracted Corporate, Commercial, State, and Private accounts. While being self-employed, managed various teams of 15-20 people on larger accounts, coordinating all scheduling and correcting service issues. Maintained the highest level of customer service, paying attention to detail and cleanliness.

10/04 to 05/05 Confidential, MONTEREY, CA
Personal Care Provider/Nurse - Personal Care and Daily Assistance with each client, ensuring safety as top priority. Duties included: cooking and cleaning, weekly errands, Doctor's appointments, grocery shopping, and comfort for the families as necessary. Worked many local hospitals, assisted living communities, Hospice houses, and private homes.

02/04 to 05/05 Confidential, PACIFIC GROVE, CA
Personal Care Provider/Nurse - Personal Care and Daily Assistance with each client, ensuring safety as top priority. Duties included: cooking and cleaning, weekly errands, Doctor's appointments, grocery shopping, and comfort for the families as necessary. Worked many local hospitals, assisted living communities, Hospice houses, and private homes.

04/03 to 05/04 Confidential, SALINAS, CA
Volunteer Staff/Office Assistant - Purchased weekly Food and Supplies, cooked daily for 200-250 homeless, picked up various donations from public as requested, maintained incoming donation letters while sending formal correspondence, and provided personal assistance to individuals in efforts to help improve their quality of life.

Education:

2 yr. Certificate in Evangelism and World Missions

Associate of Arts Degree in Business Management

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