Customer�Service�Help�Desk and Technical�Support Resume

HIGHLIGHTS�OF�QUALIFICATIONS

15 + years experience providing excellent customer service and sales, marketing and word processing
Proficient with Windows 95, 98, 2000, 2007, Outlook, Excel, Microsoft Word, Access, Basic Office Suite and Net Mail
Experience with retail management, call center operations and claims processing
Assist in working with challenging clients and resolving problem
Support functions in collections, warehousing, and postal service
Received award for perfect attendance and quality assurance.
Assist in training employees
8 years experience office work environment with the state government
Articulate communicator able to maintain positive rapport with customers, vendors and management
Experience in accounts receivable, accounts payable and billing

RELEVANT�EXPERIENNCE

Customer�Service�Help�Desk/Technical�Support

Handle inbound and outbound calls from Bank of New York Mellon, Members 1st , PSECU.
Take front end calls and determines if problem can be easily resolved.
Work on phone and computer and multi tasking.
Troubleshoot computer and answering help desk calls and voice mails.
Follow up outstanding calls. Read scripts.
Assist customers with bank transactions-individuals bank accounts and visa.

Marketing & Enrollment

Explain various programs offered by (3) colleges to potential students in a Call Center atmosphere.
Complete student enrollment information online and review for processing.
Interface with chosen school and review/confirm details of chosen program.
Review grant/student loan options with potential students.
Hear and resolve customer complaints promptly and efficiently.
Answer, screen and forward calls to proper department and provide information, take messages and schedule appointments.
Meet or exceed daily quotas-inbound and outbound calls-read scripts.

Collections

Meet and exceed daily quotas-inbound and outbound calls-read scripts.
Arrange for debt repayment based on customers� financial situation and billing. Negotiate settlements.
Interact with credit bureau to update customer credit status.
Trace delinquent customers to new address by speaking with family members.
Advise customers of necessary actions and strategies for debt repayment.
Confer with customers by telephone to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
Locate and monitor overdue accounts, using computers and variety of automated systems.
Answer customer questions regarding problems with their accounts.

Management

Supervise employees and interview for sales associate position.
Prepare bank transactions and payroll and process exchanges and refunds.
Prepare price changes, inventory and markdowns. Process petty cash.
Arrange merchandise products and set up store displays. Pick up bank transactions.

Clerk�2

Compile, copy, sort, proof read, typing and file records of office activities and business transaction. Prepare agendas for meetings.
Schedule interviews, greet visitors and sort mail.
Answer multi-line phone system, direct calls, take messages and arrange teleconferences calls. Set up travel arrangements
Communicate with customers, employees and other individuals to answer questions, disseminate or explain information, take orders and address and resolve complaints.
Face to face customer service and enroll customers in membership for Federal Surplus Property Program.
Complete and mail bills, invoices and checks, assist with accounts receivable and accounts payable.
Assist with business or managerial research.

EMPLOYMENT

2010-2011�Help�Desk�Technical�Support-Marketing and Enrollment�
2007-2010�Various�Temporary�Positions
1999-2007�Clerk�2�Confidential
1998-1999�Custodian�Confidential
1998-1998�Claims�Processor�Confidential
1995-1998�Mail�Clerk�2 Confidential
2005-2008�Custodian�&�Cleaning�Supervisor- Confidential

EDUCATION
Business Education

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