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Click here or scroll down to respond to this candidateCandidate's Name
Augusta, Ga Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEProfessional SummaryHigh School Graduate, 2024 Associate of Occupational Science graduate (Cum Laude): IT Support Specialist, currently pursuing a Bachelors of Science: Cybersecurity degree. Skilled in data management with effective communication skills and proficiency in the performance of computer systems. Over 10 years of experience in Management, more than 20 years of effective customer service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Adept at performing hardware and software upgrades and providing technical support to customers to resolve complex issues. Has logistics experience, demonstrating transferable IT skills, troubleshooting/diagnosing, providing maintenance support and performing repairs of computers and equipment.EducationAssociate of Occupational ScienceMiller-Motte College - Augusta, GAGraduation Date: 02/2024Applicable SkillsDatabase Programming: Knowledge, training and practical experience with computerized databases for program tracking with Experience in Program management of Retirement/Separations program for 20,000 members. Analyzed complex database concepts and the implications of different database designs; identified and applied the appropriate database design techniques. Computer Systems Analyst: Developed and implemented asset collection plans using network monitoring tools. Implement computer system requirements by defining and analyzing system problems and designing and testing standards and solutions.Project Management: Monitor and evaluate change progress and results of programs Strategically integrated tools to improve reward programs and customer service.Service Delivery Adaptability Teamwork Data Entry Documentation Hardware and Software Installation Implementation Communication Technical Support Problem Solving Customer ServiceEmployment HistoryAssistant ManagerThe Christmas Tree ShopsAugusta, Ga, 2021 - 2023Job Description:Assisted with floor coverage / front end coverage, opening/ closing duties, coached staff on asset protection and customer service guidelines, scheduling, receiving inventory, ensured floor stock is maintained to corporate guidelines. Provided support with completing purchases, locating items and joining rewards programs Utilized proven customer service skills to resolve customer complaints. Trains leadership staff along with new hires to company standards and policies. Helped customers with item location while also providing excellent service delivery. Delegate tasks from a corporate level while monitoring staff, audited invoices, stock, and employee files Completed on-boarding and trained new employees while creating weekly schedule for employees Created and implemented change management processes as necessary. Internet Sales ConsultantAthens ChevroletAthens, GA, 2018 - 2020Job Description:Respond to internet inquiries and correspond with customers via phone, email and text, pre-qualifying customers and scheduling appointments for sales specialists, running sales reports and data entry on multiple software platforms. Corresponded with online customers to address questions or complaints about products, policies, or shipping methods. Respond to internet inquiries and correspond with customers via phone, email and text, pre- qualifying customers Developed and implemented a successful online sales operation from scratch that aligned with the company's vision, mission and operational plans. Tracked inventory and reviewed data analysis to make timely and proactive business decisions. Responded to customer issues and resolved complaints by leveraging expert knowledge. Analyzed customer feedback to identify areas of continuous improvement opportunities in online shopping experience.Quality ManagerVoxpro IncorporatedAthens, GA, 2015 - 2018Job Description:Review and score live and recorded calls to ensure quality. Review calls with agents to identify and discuss coaching opportunities. Monthly calibration sessions with other team managers to discuss quality trends and concerns. Coach on sales opportunities and techniques to drive metrics. Provided coaching to newly trained staff to utilize needed customer service skills to resolve customer complaints. Delegate tasks from a corporate level while monitoring staff, audited invoices, and employee files Driving quality improvement through more effective launch of new programs. Maintained current knowledge of sales and call reports for higher-level reviews. Responsible for data entry on multiple software platforms. Customer Care ManagerDial America Marketing IncAthens, Ga 2008 - 2018Job Description:Inspire by providing effective and consistent leadership, relationship building, and rewarding performance, Develop and implement daily and weekly performance game plans through the utilization of all coaching and development tools available, Motivate Team Leaders through training and coaching. Trained on development tools that are available to motivate Team Leaders through training and coaching to exceed set performance expectations and hold them accountable when expectations are not met. Ensure that the sales team is meeting all Center, Divisional, Corporate and Client SLAs. Implement and execute policies and procedures for the Sales department as directed by the corporate blueprint. Communicate with Shift Managers, Recruiting & Retention Manager, Operations Manager and Center Director regarding production and retention issues on a regular basis Meet with potential new clients to discuss program expectations and to showcase the centers methods of metrics tracking.Teleservices RepresentativeDial America Marketing IncAthens, Ga 2007 - 2008Job Description: Answered calls for Intuit Merchant Services, Educated and enrolled customers on the product Provided customer support while demonstrating compelling, persuasive and composed professional demeanor. Processed and maintained customer payment accounts Analyzed accounts for compliance, delinquencies and other ongoing issues. Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges. Kept detailed records of customer interactions for optimal traceability. Developed and implemented strategies to improve customer retention and loyalty. Assistant Customer Service ManagerBed Bath & BeyondAthens, Ga 2003- 2007Job Description: Assisted management in overseeing sales floor activity, Assigned daily floor tasks, Supervised and supported sales staff to ensure departments were maintained appropriately and daily tasks completed to management's expectations. Collaborated with sales team members to evaluate processes and improve integration of after-sales assistance. Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes Responded to customer calls and emails to answer questions about products and services. Reviewed submitted documents to check compliance and enforce recordkeeping policies. Created customer support strategies to increase customer retention. Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction. |
