Sacramento, California, United States
Motivated leader with several years of military service and experience in leading high-stress situations and managing personnel. Experience in developing policies and procedures, establishing and managing programs and teams while maintaining a strong relationship with employees, customers and all levels of Management. Highly accomplished, performance driven professional with experience in Training, Customer Service and staff development across numerous areas. Expert in building client relationships while identifying and improving processes that create success for individuals and organizations alike to excel in their career goals
Assist Service Advisors
Scheduling appointments for luxury line service department, handling up to 80 calls per day. Assisted clients with general vehicle service questions as needed. Managing loaner fleet of 30 service vehicles; which included verifying condition of vehicles, checking vehicles in and out, and making sure necessary maintenance were performed. Assisted with opening and closing of service shop.
Work-group management (information systems and technology support) functions. Managing hardware and software. Performed configuration, management, and initial diagnostics of information systems. Coordinating and documenting information systems repairs. Running system diagnostics and determining the cause of hardware and software failures. Removing and replacing components and peripherals to restore system operation. Installing and configuring software operating systems and applications Used systems such as DRA, Active Directory and DameWare mini remote control to add/modify/delete users as well as access computers remotely. Provided customer service to assist in operation, restoration, and configuration of information systems. Preparing and processing information systems requirements to support mission needs. Monitoring and managing information system security programs. Reporting security incidents and formulating and applying corrective security procedures. Served as the Equipment Custodian; which accounted for approximately 45 computers, 5 notebooks, 10 printers and all related computer peripherals Also served as Records Custodian; which managed all squadron records (paper or electronic) according to federal regulations.
Services prospective members, enrolled members, providers, employers, vendors and other customers. Responsible for resolving all aspects of customer inquiries and complaints, for providing accurate and timely responses and for entering accurate information into the customer database.
Worked my arse off for almost minimum wage and liked it
Provided product knowledge in the resolution of basic and complex agent questions. Coached front line agents on specific line of business products, procedures, and systems to complete a transaction and maximize agent productivity and knowledge. Served as technical/functional expert and service delivery role model for all agents. Provided deep level understanding of the policies and procedures. Provided feedback to Training, Quality Assurance and business owners about specific product, system training or coaching. Received inbound telephone requests for membership, auto and homeowners products. Membership duties included: open, review, research, update, process payments and close memberships, as well as cross sell any additional products and or services that may be beneficial for our members. Auto and Homeowners underwriting duties included review, update, process payments, and help determine additional coverage’s when needed for policies