Help Desk Associate Resume Richmond, VA - Hire IT People

OBJECTIVE:
To obtain a position that will further allow me to explore and use my customer service experience and organizational abilities.

EMPLOYMENT EXPERIENCE:

Caf� Associate
03/2011 - 12/2012 Confidential

Duties include: food preparation, operating the cash-register as well as greeting and interacting with customers.

Help Desk Associate
04/2010-01/2011 Confidential

Monitored and maintained branded websites used by Wellpoint constituents; websites: anthem.com, unicare.com, empireblue.com, healthychat.com
Answered inbound telephone calls from constituents who used the websites.
Reported outages and began the triage and escalation process to the relevant tier two teams based upon constituents' requests.
Assisted constituents with password resets.
Assisted constituents with navigation within and outside secure portals.
Escalated incidents to relevant support teams based upon noted trends, for example: monitoring and documenting various software malfunctions or browsers that may be incompatible with the websites.
Informed constituents via email/phone of escalation resolutions.
Followed up with constituents to request additional information or referred them to the appropriate departments/teams for appropriate escalation resolutions.

Travel Service Associate
05/2008 to 12/2009 Confidential, Richmond, VA

Answered inbound calls from customers, travel agents and business partners.
Sold insurance policies to customers requesting insurance.
Advised customers and potential customers of coverage options and coverage details.
Maintained and responded to customers who contacted the company via email.
Provided accurate and reliable information by staying up-to-date on new products.
Skillfully explained claims related information.
Interacted with and often forwarded customers to other internal departments such as the assistance department, or the sales support department for travel agents.

Food Service Associate
05/2006 to 08/2007 Confidential, New Haven, CT

Washed, peeled and cut various foods in preparation for cooking or serving.
Distributed menus to hospital patients and collected diet sheets.
Delivered food trays and snacks to nursing units or directly to patients.
Loaded dishes, glasses, and tableware into dishwashing machines.
Prepared a variety of foods according to supervisors' instructions, while following approved procedures.

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