An expert in providing excellent customer service with 20 years of related experience and advanced communication skills. Always looking for ways to improve productivity and customer satisfaction with exceptional service. Well-organized, motivated and accountable.



Call Center Experience

Bilingual: translate for numerous Spanish customers/agents

Database Clarify CRM


Typing speed 40 WPM

Macintosh 9; OSX Tiger, Leopard, High Sierra, Mojave, Catalina.

Microsoft Office Suite 2003, 2007, 2010, 365.

Office management software

Verbal and Written Communication Skills

Call Center Phones Avaya One X, Cisco Telephones 7940 Series

End-User Technical Support

Optimize System Performance

Troubleshoot connectivity/service issues

Windows: 98, 98SE, ME, 2000, XP, Vista, 7,8.1, 10

Software installation and updates

Diagnose, troubleshoot and resolve issues

Repair hardware

Data Entry                                                                                                                  Aug 2020 – Oct 2020

Quest Diagnostics                                                                                                                    Lenexa, KS
Enter and submit hundreds of specimens using company software programs
Process patient entries for several states, including Atlanta, GA, Philadelphia, PA and Lenexa, KS

Customer Service Desk/Order Fulfillment                                                                       May 2020 – Present
Home Depot                                                                                                                   Kansas City, MO
Provide fast, friendly service by actively seeking out customers to assess their needs.
Work in cooperation with my Department Supervisor and associates in other departments to ensure assigned areas are clean and safe, and customers are provided the best possible shopping experience.
Fulfill orders as they come in on a first phone for customer’s item purchased online and in store.

Rural Carrier Associate                                                                                                Oct 2019 – Dec 2019

United States Post Office                                                                                                   Kansas City, MO
Completed the required paperwork and obtained signatures to process registered, certified and insured mail
Consistently met schedules for the timely collection and return of mail
Organized daily routes to manage the efficient delivery of mail and packages to residences and businesses
Continuously classified and filed records to keep the system efficient and all information organized

Technical Support                                                                                                        Jan 2019 – Oct 2019

Children Mercy Hospital                                                                                              Kansas City, MO
Supported pager users by quickly investigating and resolving hardware and software issues
Required to do a Pager upgrade for each staff member in the hospital as this was only a 3-week contract

Sr Support Specialist                                                                                                    Jan 2007 — Current

H&R Block Service Center                                                                                           Kansas City, MO
Followed established procedures to handle inquiries and resolve concerns to ensure client satisfaction
Handled client communications using incident handling, escalation, quality measurement procedures, and work instructions
Used software solutions and computer systems to accurately document and track client contacts
Provided advanced technical support by communicating via phone, email and chat with internal and/or external clients requiring assistance or information
Interpreted client’s needs and utilized software solutions, personal knowledge and troubleshooting skills to identify possible resolutions.
Resolved nuisance software, such as “ad-ware” and “spy-ware” on desktop/laptops
Adapted to changes in user demands, work environment, and changes to processes or requirements
Maintained a technical working knowledge of product or products supported by the department
Consulted with Manager(s) as needed to respond appropriately to the client.
Conducted outbound/follow-up calls, as needed

Technical Support                                                                                            Nov 2004 ‐ Aug 2006

Colorado Technical University                                                   North Kansas City MO, US
Customized the system, software and hardware settings to meet the specific needs of each user on two Local Area Networks while studying in school
Investigated the feasibility of automating different office functions and implemented strategic solutions to improve efficiency
Put together brand-new systems with the optimal mix of performance and budget-conscious components
Neatly arranged and labeled cables to prevent tangling and make future updates more efficient
Supported Cisco IP Phones 7940 Series users by quickly investigating and resolving hardware/software issues
Removed broken or outdated hardware and replaced with new parts to achieve the desired level of performance
Patched software programs to close security loopholes and update systems with the latest functionality
Continuously classified and filed records to keep the system efficient and all information organized

Bachelor of Science: Cybercrime Investigations
Colorado Technical University – Kansas City, Missouri, US

Associate of Applied Science: Computer Science
ITT Technical Institute – Kansas City, MO