Experience

Sanesco International Inc.

• United States
• Biotechnology Research
• 1 - 100 Employee

• Customer Service Specialist

  • Feb 2019 - 4 years 11 months



Lowe's Companies, Inc.

• United States
• Retail
• 700 & Above Employee

• Fulfillment Clerk

  • Apr 2017 - May 2019



Capgemini

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Enterprise Operations Center Level 1 Technician with Oshkosh Corp

  • Feb 2016 - Mar 2017

  Work received alert by creating Incident tickets via Service Now. Using the following monitoring tools Solarwinds, SCOM, Room Alerts, Site Scan, and Nagios to assist with creating the incidents. Assist with testing SOP's as needed when updates are needed. Assist with training new applications is request by the client, to fellow team members. Helped create the Oshkosh EOC level 1 run book. Created the shift hand off document, which is used by all the EOC Level 1 shift… Show more Work received alert by creating Incident tickets via Service Now. Using the following monitoring tools Solarwinds, SCOM, Room Alerts, Site Scan, and Nagios to assist with creating the incidents. Assist with testing SOP's as needed when updates are needed. Assist with training new applications is request by the client, to fellow team members. Helped create the Oshkosh EOC level 1 run book. Created the shift hand off document, which is used by all the EOC Level 1 shift leads. Assist with the scheduling of member of the EOC Level 1 Traveled to Oshkosh in Appleton, Wi to received training from the client at the clients site for three weeks in February 2016.

• OneIT Service Desk Technician VIP Team

  • Aug 2015 - Feb 2016

  Pensacola, Florida Area Worked and completed Incidents and Requests via Service Now. My First Contact Resolution was 90% or higher for all Incident or Request feedback. Assist OCCMs VIP end uses with their needs, from software installs, general troubleshoot, account creations via AD manager, distribution list and mailbox creation/deletion via enterprise exchange manager console, end user terminations, and add/removing user from Mailbox access and distribution lists via either Active Directory or Enterprise… Show more Worked and completed Incidents and Requests via Service Now. My First Contact Resolution was 90% or higher for all Incident or Request feedback. Assist OCCMs VIP end uses with their needs, from software installs, general troubleshoot, account creations via AD manager, distribution list and mailbox creation/deletion via enterprise exchange manager console, end user terminations, and add/removing user from Mailbox access and distribution lists via either Active Directory or Enterprise Exchange Management console Created SOP of software installs, troubleshooting, and general information. Also uploading them into Service Now. I worked from both Mosaic and OCCM for a time due to Mosaic being a bit short handed. I would help out when needed for calls, unassigned queue, emails, and the aged tickets. Day to day it would depend if they needed me, which team I would work on.

• Global Service Desk Technician

  • Mar 2015 - Feb 2016

  Pensacola, Florida Area Worked and completed Incidents and Requests via Service Now. My First Contact Resolution was 90% or higher for all Incident or Request feedback. Assisted our Mosaic end users via phone calls (incoming and outgoing), Instant messaging via Lync, and emails with software installs, general troubleshooting, account lock out and questions. My First Contact Resolution was 90% or higher for all Incident or Request feedback Worked the Unassigned queue by working tickets that had either… Show more Worked and completed Incidents and Requests via Service Now. My First Contact Resolution was 90% or higher for all Incident or Request feedback. Assisted our Mosaic end users via phone calls (incoming and outgoing), Instant messaging via Lync, and emails with software installs, general troubleshooting, account lock out and questions. My First Contact Resolution was 90% or higher for all Incident or Request feedback Worked the Unassigned queue by working tickets that had either been reaised by the end user or returned to Mosaic Global Service Desk for further working or resolution Worked the Mosaic Global Service Desk email box. Assigning emails to members for the GSD to be worked. I worked from both Mosaic and OCCM for a time due to Mosaic being a bit short handed. I would help out when needed for calls, unassigned queue, emails, and the aged tickets. Day to day it would depend if they needed me, which team I would work on.



West Corporation

• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Representative

  • Jul 2014 - Mar 2015

  Assist customers with their Postpaid Wireless needs, such as billing or technical questions, and selling phones and rate plans that fit their needs Used up to 19 systems a day to assist the customers. Upheld and achieved our score card standards laid out by AT&T Received 100% on on most Quality Assurance Assignments and surveys Left no issue unresolved Received assistance if I was unable to locate the answer by either management or a SME Took all coaching I received and made… Show more Assist customers with their Postpaid Wireless needs, such as billing or technical questions, and selling phones and rate plans that fit their needs Used up to 19 systems a day to assist the customers. Upheld and achieved our score card standards laid out by AT&T Received 100% on on most Quality Assurance Assignments and surveys Left no issue unresolved Received assistance if I was unable to locate the answer by either management or a SME Took all coaching I received and made sure that I implemented it into all my calls.

• Outbound Case worker

  • Jun 2013 - Jul 2014

  Pensacola, Florida Area Queue that I have worked with/in are: Outbound Tier II Cases after cases have been completed by our Tier III team for call backs Prepaid Billing- Any issue that has to do with a billing related issues such as charges and fee, missing features, balance transfers, unlocking online accounts, and system changes. CNAM Caller id cases- when a name is showing up incorrectly on a landline caller id. Reaching out to landline carriers to have the caller id correct for our customers. Device… Show more Queue that I have worked with/in are: Outbound Tier II Cases after cases have been completed by our Tier III team for call backs Prepaid Billing- Any issue that has to do with a billing related issues such as charges and fee, missing features, balance transfers, unlocking online accounts, and system changes. CNAM Caller id cases- when a name is showing up incorrectly on a landline caller id. Reaching out to landline carriers to have the caller id correct for our customers. Device Unlocks- Unlocked AT&T call phones when our customers qualify. Reaching out to the manufacture when we don't have the unlock code available.

• Team Lead

  • Nov 2005 - May 2013

  Pensacola, Florida Area Coach and developed up to 40 agents per month using different coaching tactics, most recently with AT&T's Leap program. Join weekly enterprise calibration sessions to ensure the quality of our customer service, and provide agents feedback. Monitor, review, complete , and provided feedback from Quality Assurance Evaluations up to four on each agent, each month. Follow-up with each agent to ensure their successes. Was either the number two or three team lead in the ATT line group… Show more Coach and developed up to 40 agents per month using different coaching tactics, most recently with AT&T's Leap program. Join weekly enterprise calibration sessions to ensure the quality of our customer service, and provide agents feedback. Monitor, review, complete , and provided feedback from Quality Assurance Evaluations up to four on each agent, each month. Follow-up with each agent to ensure their successes. Was either the number two or three team lead in the ATT line group. Complete weekly team meetings using the Huddle Agendas, Supplemental training, and focuses for the week. Ensure agents are on the phones and available for calls in Tier I and Tier II at start of day each morning and adjust staffing as needed. When/if something changes, ensure that our staff is aware of the changes via email or verbally. Keep up to date on different customer service techniques and processes via reviewing and researching issues/questions, and additional training when available. Walk the production floor observing call behaviors, answering questions, and making sure no issue goes unresolved. Offering praise and coaching to ensure that agents are being successful while adhering to Our Promise. Team Lead in charge the morning PEC (Prepaid Excessive Call) Team for about 3 three years and Technical Support Tier II for about one and a half years. Ensured policy and procedures were adhered to by each agent through listening to and observing calls. Team Lead in charge of our sites ICU team from 2006-2014. ICU was a team that would hand issues that could not be resolved on the sites level. We would reach out to your senior leadership with AT&T for assistance. During and after a resolution was received we would be in contact with the customer to let keep them up to date on the progress of their request/case.

• Subject Matter Expert

  • May 2005 - Nov 2005

  Pensacola, Florida Area Assist on the production floor answering questions and assisting with escalated calls Assisting Team Leads and Supervisors with reporting issues to our upper management and to AT&T senior leadership. Completed a minimum of two hours of time on the phones each day Was the go to person for anything technical when it came to the computer and phones

• Customer Service Representative

  • Sep 2004 - May 2005

  Pensacola, Florida Area Assisted customers with their Prepaid and Postpaid needs. Used up to 19 systems a day to assist the customers. Upheld and achieved the standards laid out by AT&T Received 100% on on most Quality Assurance Assignments Received assistance if I was unable to locate the answer Took all coaching I received and made sure that I implemented it into all my calls.



Sears Stores

• United States
• Retail
• 700 & Above Employee

• In Store Marketing

  • Jun 2002 - Mar 2005

  Pensacola, Florida Area Completed weekly advertisement sales set up and take down. Completed on a daily, weekly, and monthly bases the store mark downs/clearance pricing. Responsible for locating, pricing, and relocating all hard line items (appliances, electronics, lawn and garden, hardware, and sporting goods) Completed 991 reports weekly along with re-tagging the merchandise Completed daily inventory scans and re-ordering. Complete sales floor merchandise resets via the company plan-o-gram on a… Show more Completed weekly advertisement sales set up and take down. Completed on a daily, weekly, and monthly bases the store mark downs/clearance pricing. Responsible for locating, pricing, and relocating all hard line items (appliances, electronics, lawn and garden, hardware, and sporting goods) Completed 991 reports weekly along with re-tagging the merchandise Completed daily inventory scans and re-ordering. Complete sales floor merchandise resets via the company plan-o-gram on a weekly or monthly bases. Set up all holiday merchandise for sales

• Merchandise and Assist Associate

  • Apr 2002 - May 2002

  Pensacola, Florida Area Assisted the customers with any question/inquiry they might have. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Cross-trained and provided back-up for other customer service representatives when needed. Assisted customers with store and product complaints. Assisted customers in finding out-of-stock items. Recommended, selected and helped locate merchandise… Show more Assisted the customers with any question/inquiry they might have. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Cross-trained and provided back-up for other customer service representatives when needed. Assisted customers with store and product complaints. Assisted customers in finding out-of-stock items. Recommended, selected and helped locate merchandise based on customer needs and desires. Communicated all merchandise needs or issues to appropriate supervisors. Stocked and rotated inventory regularly. Organized the store by returning all merchandise to its proper place. Replenished merchandise shelves with items from the stockroom. Processed merchandise returns and exchanges.

• Cashier

  • Nov 2000 - Mar 2002

  Pensacola, Florida Area Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning. Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service. Maintained adequate cash supply in cash drawers in multiple checkout stations. Assisted customers with store and product complaints. Worked as a team member performing cashier duties, product assistance and cleaning. Cross-trained and provided back-up for other… Show more Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning. Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service. Maintained adequate cash supply in cash drawers in multiple checkout stations. Assisted customers with store and product complaints. Worked as a team member performing cashier duties, product assistance and cleaning. Cross-trained and provided back-up for other customer service representatives when needed. Excelled in exceeding daily credit card application goals. Achieved high sales percentage with consultative, value-focused customer service approach. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.