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Customer Service Representative
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Competencies
Extensive experience handling inbound and outbound customer interactions across various industries.
Proficient in system imaging, hardware setup, OS migration, and network troubleshooting.
Skilled in diagnosing and resolving hardware/software issues to ensure minimal downtime.
Experienced in creating system images and backup procedures to streamline deployment processes.
Education
Summary
Dedicated professional with over 20 years in customer service, IT support, and system deployment. Proven ability to resolve complex technical issues and deliver excellent client experiences.
Key Achievements
- Provided exceptional customer service for healthcare, retail, and ancestry clients across multiple companies.
- Led system deployment and imaging processes, ensuring smooth onboarding and technical support.
- Supported Windows network environments, resolving complex OS and email issues efficiently.
- Created standardized system images and backup procedures, enhancing operational efficiency.
Experience
Customer Service Representative
Provided services for Cigna Health Care inbound and outbound customer service calls for claims department.
Customer Service Representative
Taking inbound sales and customer service calls, also Victoria Secret calls.
Customer Service Representative
Providing customer service for Ancestry.
Lead Tech
Responsible for tracking all incoming and outgoing systems and the deployment process to employees, Created generic and model specific images with Norton Ghost, Configured and backed up Outlook Express personal folders where necessary, Re-imaged laptop and desktop units and re-installed individual software packages as necessary, Deactivated and removed old computers as outlined in the clients deployment process, Assisted with post deployment process, database updates, data storage, data removal from the acquisition systems using DBAN, Tracked all activities in the asset management database solution (MRO), Performed level 2 and level 3 Help desk support using Remedy call tracking software
IBM Service Consultant
Setup, installed, configured and deployed already imaged Dell Desktop/Laptop computers, Supported Windows 2000 network, OS migration, resolve email issues, setup website account and content management, Delivered (POS) technical support to Marshalls, TJ Maxx, AJ Wright, Home Goods retail stores for TP5K and TP2000 register conversions, Troubleshoot, diagnose, repair and install NCR and Fujitsu registers, Setup and configure back office Dell & HP servers, PC controllers, 12/24 port Cisco switch, NCR 99 restaurant POS conversion, IBM server installs and configure, Hard drive imaging, POS terminal testing, TJX EFT Installs, DE-installed and re-installed EFT MX870, OMNI and Everest devices, Documented system serial numbers and asset tags on proper log sheet, Labeled and boxed old EFTs, TJX Store Remodel, DE-installed existing front-line and Jewelry registers, debit machines, scanners, RF base units from old counters, Pre-wire the new counters and portable counters for register setup, Setup and configure new ISP controller workstations in managers’ office, Traveled to various travel agencies throughout the Northeast supporting the SABRE software running on Windows, Novell and NT environments, Participated in key projects including Y2K compliance and software testing to ensure compatibility, Proactively identified potential problems and made recommendations regarding proper solutions