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Overview

USF alumnus of the Information Studies curriculum. Technologically proficient, effective communicator/listener, skilled with Microsoft Windows, Office, Internet Explorer, and search engines. Will provide fast-paced, customer-oriented service, and conduct self both professionally and courteously. Am prepared provide technical support assistance to businesses and consumers for desktop support, Internet services, and troubleshooting.

Work experience

Sep 2007Jun 2013

Houseman/Porter

Rooms to Go - Brandon, FL

• Showroom Maintenance
• Furniture Assembly, Arrangement, and Delivery
• Odd jobs

Apr 2016Apr 2017

Bing Ads Services Specialist

Alorica - Tampa, FL

• Talking to customers via phone, email, and online chat to resolve their questions/concerns
• Making calls to and receiving calls from customers to provide personalized, in-depth consultations to improve the performance of their Bing Ads account(s)
• Maintaining and updating customer information as necessary
• Calmly resolving and deescalating any issues
• Escalating calls to supervisors when necessary and appropriate
• Tracking call-related information for auditing and reporting purposes
• Providing feedback reports on call issues related to downtime and/or training issues
• Upselling to customers as necessary

Apr 2017Current

Bing Ads Services Supervisor/ Team Lead

Alorica - Tampa, FL

• Providing leadership, management, and guidance to Call Center staff
• Being visible at all times to Call Center staff
• Ensuring high quality and accuracy of work from Call Center staff
• Answering escalated calls from customers
• Putting together daily performance reports for senior managers
• Collaborating with management to monitor the effectiveness of service policies/practices
• Troubleshooting any operational problems

Education

Dec 2015

Bachelor of Science in Information Studies

University of South Florida

Information Studies is a program that integrates a strong foundation in information technology as well as an understanding of human, organizational, policy and other issues. The coursework prepares students for careers in a wide array of environments and contexts related to the emerging knowledge economy, from e-commerce, leading IT teams, and information architecture,  to health informatics, social media management, and other areas. While the degree necessarily provides students with in-depth technical knowledge and skills, emphasis is given to understanding how people interact with information and technology and other complexities of the information society.

Skills

Technical/Professional Document Development

Completed college-level IT communication course
Completed college-level Information Systems in Organizations course
Have call center office experience, regularly utilizing Microsoft Word, PowerPoint, and Excel
Can develop step-by-step process documents, project proposals, and progress reports
Developed college-level research project reports and posters on Internet censorship and modern privacy concerns

Information Retrieval

Completed college-level Information Retrieval course
Personally and professionally acquired proficiency with search engines
Search Engine Marketing experience, earing accreditation as Bing Ads professional

HTML, PHP/MySQL, Adobe Dreamweaver

Completed college-level Web Page Design/Management courses
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