Thomas P. Burgo Email & Phone Number

Rochester, New York, United States

I will be working as a contract investigator.

Rochester, New York, United States

Rochester, Ny

• Review reports of investigation for contract compliance resulting in a quality product sent to the customer.• Worked closely with Field Mangers, Contract Liaisons and Field Investigators to complete cases to NBIB specifications and timeliness parameters.• Assisted the field investigations unit in reworking deficient cases.

Webster, Ny

• Take over calls in escalated situations using positioning statements and strategies to diffuse customer hostility. • Utilized online manuals to research customer issues in a timely manner. • Collaborated with other departments, as needed, to ensure issue resolution in a timely manner• Supported colleagues as Team Lead and identified information necessary to reach an appropriate solution.

Batavia, Ny

• Researched and resolved customer inquiries contributing to increased customer satisfaction.• Troubleshoot common PC issues over the phone resulting in more first call resolutions.• Responded to email inquiries within 24 hours by submitting a ticket as needed or replying with a solution allowing users to continue seeing Veteran patients.

Albion, Ny

Used a ticketing system to report computer issues to technical support resulting in less downtime. Worked in Online banking assisting customers with computer navigation and general computer issues contributing to overall customer knowledge and repeated website usage.Consistently received 97% or higher customer satisfaction scores on surveys by successfully collecting documents needed for a mortgage modification resulting in more approvals.Greeted customers with personal approach, conveying positive image and branding of organization.Researched and resolved customer inquiries contributing to increased customer satisfaction.

Managed 10+ employees in record keeping, inventory, and all store operations resulting in a 13% increase in store profits.Organized upcoming shift schedules by clarifying the most convenient employee schedules enabling employees to work shifts without conflict.Ordered and prioritized store inventory ensuring there were no deficits in the record books resulting in fewer overstocked items.

Comptia A+ Certification Pending, Computer Technician

High School Diploma, General Studies