2020 상반기
신입 고객센터관리자 합격자소서
합격자 정보 해외대학 / Management Information Systems
CAPM-certified project coordinator studying Management Information Systems at OOOO OOOO University. After working at OOOO and OOOO as a project coordinator, I went back to school to explore an interest in computer science, however, upon some years of pursuing this path, I realized my passion instead sat in the intersection of project management and technology. I hope this internship will align my newfound passion with my CAPM learnings.
-Organized, tagged, translated, and uploaded approximately 100 business specification and design documents weekly to an internal database for engineers and project managers to reference.
-Created new web pages for internal website for new products and new services; researched product/service and included on website.
-Collaborated with professional services and engineering teams to create 1-2 metrics reports on a quarterly basis using internal database management system and Excel to ensure the best data management.
-Created and updated monthly and weekly portfolios with Excel spreadsheets in order to understand and communicate portfolio changes to project sponsors, including directors, ensuring portfolios aligned with professional services and engineering departmental roadmaps.
-Resolved an average of 800 calls monthly, exceeding manager expectations and receiving high customer satisfaction ratings for resolving inbound requests from customers in a friendly and timely manner.
-Provided high-level customer service including website navigation, bank charge disputes, account management, and billing requests.
-Assessed and customized service solutions based on the specific customer need by building rapport with each individual and ensuring high satisfaction with the level of support provided.
-Improved onboarding process by identifying gaps in new hire training and creating FAQ wiki for new employees on basic IT issues to alleviate the workload of technicians.
-Implemented special projects that enhanced new hire IT training such as creating a stop motion video on the fundamentals of project management.
-Facilitated new hire IT trainings for 5-30 employees to teach security information and equipment set-up as well as implementing a self- guided training to improve efficiency.
-Imaged over 700 computers for donation to community partners over a 2-3-week period and updated inventory records creating reports in Salesforce for management to track.
Bachelor of Science in Business Administration - Management Information Systems
University of OOOO - OOOO / OOOO, WI 2014
Professional Scrum Master 1 - 2015
OOO.org
Certified Associate in Project Management - 2014
Project Management Institute
Project Management Trade School - 2014
OOO
Technical Skills: SQL, HTML, Javascript, Java, Python, Visual Studio
Project Management: Agile Methodologies, Project Management Life Cycle, Scrum Framework
Soft Skills: Business Development, Marketing Strategy, Partnership Development