Mike Ralya Email & Phone Number

Marietta, Ga, Us

Greater Atlanta Area

Duties: Handle incoming phone calls to Oracle Help Desk. Identify problem source and document information in help desk ticketing system. Manage customer issues by researching known product defects and offer solutions. Supported IExpense and Payment modules in Oracle E-Business Suite.Results: Showed technical competence and additional responsibilities have been given as project has been extended.

Promoted from contract position with CCI to in-house position. Enhanced technical support service delivery by exceeding established guidelines. Received multiple very satisfied customer surveys. Developed mastery of processes and was named a Subject Matter Expert (SME).

Contracted with IBM. Improved customer service experience by training coworkers on efficient use of systems and tools. Maximized service delivery while keeping costs down.

Improved customer service experience by training customers on efficient use of systems and tools. Maximized service delivery while keeping costs down. Strengthened and unified customer confidence in SIS.

Performed basic testing to determine product needs and service solutions. Facilitated in-store sales, upgrades, installations and service. Strengthened management confidence by successfully resolving customer complaints. Excellent organizational skills created a more efficient work flow process.

Developed training processes and materials that increased customer knowledge and improved customer experience. Responded positively to changes in work environment through rapidly learning new tasks without requiring supervisor’s oversight. Increased revenue by recommending additional products and services to customers.

Bachelor Of Business Administration, Finance

Activities and Societies: Letter winner - Football

Education record