Robert Keyes Email & Phone Number

600 Tallevast Road, Suite 202 Sarasota, Florida 34243

* Provide Technical support working in Star Center Call Center. Review/Respond to customer inquiries regarding phone configurations, IP-PBX or VoIP equipment, and UCaaS applications.* As a Technical Support team member, I create, review, and answer support requests that have been recorded into the Sugar CRM ticketing system.* Answer and respond to phone calls and email service requests, assist customers with interpreting existing documentation pertaining to their system, create trouble tickets as necessary. * Document all customer and technical interactions, resolutions, and issues as required. Create and document concise information in Cases and Service Requests using the Sugar CRM ticketing system. *Record problem/issue, action, and results/resolution while working with customers to resolve issues.

Bradenton, Florida

Key Contributions and Responsibilities:• Use of Jira Support System for Walmart Inventory Management System to document service requests with concise detail so status and tracking information for tickets are up to date and accurate. • Review, make corrections, and validate data values for items using Microsoft Excel so data can be uploaded to the Supplier Center and available to be purchased online by consumers.• Use of Microsoft Outlook to effectively communicate technical information to suppliers, merchandising assistants and category specialists.• Demonstrate effective use of various internal tools and systems such as: Walmart Supplier Center and Partner Portal, Knowledgebase, Confluence, Cisco Jabber for reviewing and researching information. • Effectively handle incoming call volume from suppliers; providing assistance with User Accounts, Onboarding processes, managing Items and Inventory and Order Management procedures. • View webinars for better understanding of procedures for Supplier Onboarding and inventory upload processes.

Sarasota, Florida Area

As a member of the technical support group working within the Income Tax Solutions Contact Center, my primary responsibility as a Product Technical Specialist was to assist customers, providing a high level and quality support while diagnosing, troubleshooting and resolving issues.* Use of Oracle Customer Support System for Income Tax Solutions Contact Center to document customer service requests with concise detail so information is accurate and understandable in case further research is needed.* Maintain a high level of quality support to customers while diagnosing, troubleshooting and resolving issues so that departmental goals and service level metrics are attained.* Process and distribute email communications to the appropriate Income Tax audiences that contain important information regarding release dates, program functionality and defects.* Subject Matter Expert to review, edit, sign off by the required due dates on various release materials/documents so information is available to customers.* Document Owner for the Installation and Administration Guide for Income Tax software* Create and maintain documentation for Customer Support Procedures so information and processes are up to date and can be used as guidelines for the support group.* Edit, create, and publish knowledge articles related to experiences using Moxie Knowledgebase article database system.* Access Installation builds to test installation of upcoming program releases and functionality for Income Tax Solutions applications.* Package and publish minor program updates to the customer portal website so they are available on demand for Income Tax customers.* Collaborate with department work leaders for improving processes.

Sarasota, Florida Area

* Use of Call Center Customer Support Systems to document support cases detailing issues related to installation, hardware, network, printing, navigation and use of the Income Tax application.* Provided a high level of quality support to Arthur Andersen Tax Consultants and external customers regarding installation and operation of the APlusTax software.* Assisted Data Conversion team with electronic conversion processing that included data entry of specific tax information that was to be converted to APlusTax format, shipment and implementation of converted data to customers.* Provided training of APlusTax application suite of programs to new employees.* Specialization with support of Control Program used for reporting and tax data analysis.* Team Lead in Technical Support group who was responsible for directing and organizing work of Product Consultants, monitoring documentation of customer inquiries to ensure quality of problem solving, scheduling, making recommendations for hire, and conducting performance evaluations.

My responsibilities as a Customer Service Representative included: Teller, ATM cash settlement duties. Accurately and efficiently process and record routine transactions for bank customers including cashing checks, accepting deposits and withdrawals, processing loan payments and money transfers. Promote and advise on the bank's products and services.