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Click here or scroll down to respond to this candidate Candidate's Name
LINKEDIN LINK AVAILABLE
Street Address
Cellular: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLE
Professional Statement:
Excellent communicator with the ability to maintain positive interpersonal relationships
within the workplace. Over 20 years of customer service experience managing various
high-volume offices with various high-priority tasks to complete. A mentor to coworkers.
Extremely organized, very detail oriented and task driven. I thrive in a people-centric
environment and strive for excellence in meeting the needs of customers. The ability to
adjust to different personalities and get the best result out of each person is my success.
Qualification Summary:
Expertise in multiple Operating systems:
MS Windows
Apple mac
Chrome
Apple IOS
More than 20 years of experience in direct contact with customers with an emphasis on
customer satisfaction.
Proficient at managing multiple requirements simultaneously with an attention to detail.
Multiple certificates in technology systems:
Pursing Google Cybersecurity Professional Certification 2024
Connect and Protect Networks and Network Security Certificate (Google, 2024)
Tools of the Trade Linux and SQL Server Certificate (Google, 2024)
Foundation of Cybersecurity Certificate (Google, 2023)
Play It Safe Manage Security Risks Certificate (Google, 2023)
Work Experience:
GreenLand Realty, Beltsville, Maryland
Real Estate Broker/Manager (October 2007 Present)
Duties, Accomplishments and Related Skills:
As a Real Estate Broker, I manage the day-to-day operations of the office by collaborating
with teammates to ensure appropriate accountability and customer service is achieved to
potential clients.
Key Accomplishments:
Oversee daily office operations and delegate tasks to10 Realtors to maintain high-quality
customer service for over high-end clients.
Collaborate with 100 s of agents to streamline property showings, negotiations with 100%
client satisfaction.
Implement operation strategies to optimize agent performance and support weekly
transaction to completion.
Candidate's Name
LINKEDIN LINK AVAILABLE
53C Crescent Road, Unit 202 Greenbelt, MD 20770
Cellular: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLE
Titan Technologies, Destin, Florida (remote)
IT Help Desk Coordinator (April 2020 June 2021)
Duties, Accomplishments and Related Skills:
As an IT Help Desk Coordinator, I provided remote Technical Support and Logistical
Customer Service support to an end-user community supporting all applications, software
and processes utilized by the clients. This included but was not limited to
hardware/software issues, browser troubleshooting and navigation, and answering
customer program questions. I provided support to identify customer needs, clarify
information, and researched and provided solutions and/or alternatives to customer
issues. I addressed incidents and responded to users in accordance with agreed-upon
procedures and Service Levels. I interfaced with multiple levels of users, customers,
supervisors, and management staff.
Key Accomplishments:
Received over 50 daily client queries from multiple customers via phone, chat, e-
mail or via web-enabled access ensuring each client was thoroughly able to complete their
task before ending the query.
Logged incidents and service requests into the ticket-tracking system (ServiceNow)
following through with escalated tickets until resolution.
Collected information regarding incident or service requests and documented
details of the issue/question and troubleshooting steps performed into the ticket-tracking
system (ServiceNow) leading to a 50% in reduction calls for the same incident.
Delivered comprehensive remote technical support, resolving issues related to
applications, software, and user processes.
Resolved incidents or service requests immediately or by escalating the request to
the appropriate support staff or service group when necessary, utilizing the various tools
and systems accessible to reduce unnecessary escalation.
Maintained user satisfaction by providing timely and accurate assistance across a
diverse client base.
Trained new Help Desk Coordinators when needed utilizing strong communication
and interpersonal skills.
Education:
Howard University, Washington, DC
Business Administration (May 1998)
Concentration Major: Finance
References:
Available upon request
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