• Identified the root cause of the client’s software or system issues and used system analysis and testing techniques to solve low to moderately complex application or system issues. • Used Knowledge Center Support (KCS) methodologies to efficiently resolve issues. • Contributed to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promoted the knowledge base to our customers. Maintained article quality standards. • Ability to adhere to a structured work schedule and efficiently self-manage work time. • Utilized strong problem solving skills, including the ability to actively listen, and ask meaningful probing questions.

• Maintained excellent customer relations.• Provided user support for software and equipment.

• Lead a team of up to 30 members.• Facilitated executive board and chapter meetings weekly.• Met or exceeded 32 annual goals as set by Heritage Center.• Chapter liaison for faculty and administration relations.

• Lead a team of up to 20 members,• Facilitated executive board and chapter meetings weekly.• Facilitated team trainings and development.• Chaired committee for constitution revision and selection process.• Collaborated with chapter adviser on strategic planning.

Lambda Pi Eta is the official communication studies honor society of the National Communication Association (NCA).

Caregiver to a diabetic client and administered injectable medications per protocol with RN supervision.

• Resolved escalated customer call using proper channels and procedures focusing on total customer satisfaction.• Coached and developed individuals and teams to perform above industry standards.• Troubleshot customer issues including VOIP telephony service, Internet including home networking and cable television issues• Identified key up-selling opportunities based on customer’s needs.Key Accomplishments• Originally hired as a Customer Service Representative, quickly ascended to Lead Representative in just 11 months. • Received multiple awards for instances of superior customer relations.

• Created and activated new lines of service, including keeping confidential customer records.• Upgraded and changed equipment; addressed issues with switch routing and feature provisioning.Key Accomplishments• Received multiple commendations for excellence in customer care and relations.

• Prepared and processed personal and small business income tax returns.• Installed and upgraded computer software, network setup and troubleshooting.Key Accomplishments• Facilitated the opening of additional locations growing the customer base and reach of the franchise.

• Managed a staff of up to 30 personnel, provided training focusing on superior customer relations.• Reputation for increasing profits up to $1.8 million per year while reducing operating costs and maintaining customer satisfaction.• Esteemed by team members as an empathetic manager who maintains a productive and enjoyable work environment.Key Accomplishments• Hired as a short order cook then promoted several times within 3 years to become the General Manager.