Search Resume Examples

H & R Block - Senior Support Specialist Resume Example

Lily Sanders
XXXX XXXXXX XXX , Kansas City , MO 64110
Home: XXXXX XXXXXXXX - XXXXXXXXXXXXXXXXXXXXXXXXXX
Summary
Talented individual with a knack for finding solutions quickly and exceeding customer expectations. In bringing over 10 years of experience resolving customer issues, and working with management, clients and teammates, seamlessly and cohesively to a challenging position in an industry leading firm.
Experience
01/2011 to 01/2014
SENIOR SUPPORT SPECIALIST H & R Block
  • Subject Matter Expert for the Block Live support team providing technical support for industry leading communications software.
  • Responsible for escalations, knowledge management article development.
  • Resolve POS system issues involving VPN connectivity, transactions, and refunds.
  • Provide Tier 2 support to Block offices communicating via phone, email, and chat with the internal clients requiring assistance or information.
  • Interpret client's needs and utilize software solutions and personal knowledge and troubleshooting skills to identify possible resolutions.
  • Remotely control servers and desktops in order to resolve technical issues and install software or perform updates.
  • Including transferring confidential client tax files and proprietary office data.
  • Use software solutions and computer systems to accurately document and track client contacts.
  • Monitor and manage tier one call time through ControlMaxx and verify that they are receiving the assistance and help they need from tier two technicians.
  • Handle hourly reporting of call volume and accessibility for call center, and reporting to management.
  • Monitor and balance calls forecasted versus current idle time by offering agent's voluntary time off and making the resulting time entries into the Workforce Management software.
01/2004 to 01/2007
SENIOR RECOVERY SPECIALIST Citibank
  • Made arrangements and settlements on accounts that were at charge off status.
  • Set up payment arrangements.
  • Assign accounts to collection agencies, legal or probate.
  • Develop training and training documents for new representatives.
10/2001 to 10/2003
SOFTWARE TESTER Spencer Reed Group - Overland Park, KS
  • Provided test analysis, planning, testing and results review Created technical documentation for software developed and tested.
  • Created training documentation for software once ready for deployment.
  • Projects: CASIMS, JJIAMS and JJA ACE Projects, ADVENT Staffkeeper Project, Title Midwest Construction.
Education
01/2011
BACHELOR OF SCIENCE: Network Communications
DeVry University -
Network Communications Phi Beta Sigma Fraternity member - National Honor Society.
Love this resume?

Resume Details

This is a real resume for a SENIOR SUPPORT SPECIALIST in Kansas City, Missouri with experience working for such companies as H & R Block, Citibank, Spencer Reed Group. This is one of the hundreds of SENIOR SUPPORT SPECIALIST resumes available on our site for free. Use these resumes as templates to get help creating the best SENIOR SUPPORT SPECIALIST resume.

Previous Companies:

  • H & R Block
  • Citibank
  • Spencer Reed Group

Previous Job Positions:

  • SENIOR SUPPORT SPECIALIST
  • SENIOR RECOVERY SPECIALIST
  • SOFTWARE TESTER

Schools:

  • DeVry University

Level of Education:

  • BACHELOR OF SCIENCE

The Easiest Way to Create a Professional Resume.

Create a job-winning resume in minutes.

create your resume

Similar Resumes

View More

LPN and Care Manager...

Frakes, Kentucky

Companies Worked For:

Dayspring Family Health Center, Bell County Health...

Administrative Suppo...

Lithia Springs, Georgia

Companies Worked For:

Magellan Health Services

Senior Business Anal...

College Park, Georgia

Companies Worked For:

Delta Air Lines, Information Technology, Technolog...

Diesel Mechanic

CANA, Virginia

Companies Worked For:

ENGINEER CO, INDIANA NATIONAL GUARD, Kirk National...

Software Tester

Berkeley, California

Companies Worked For:

American Red Cross, San Jose Animal Care Center, N...

Software Tester

Fairfax, Virginia

Companies Worked For:

ICF, Accentuate Technologies Inc, Office Depot, Km...

Software Tester

Edmonds, Washington

Companies Worked For:

Flexasoft, Target, Kumon Math & Reading Center

Software Tester

Lawrenceville, Georgia

Companies Worked For:

Mercury Global Services, APTECH LTD

Get Started on Your Job-winning Resume Today!

Get all the help you need to create a professional resume in minutes. Includes thousands of pre-written examples for hundreds of jobs.

create your resume
Get Started on Your Job-winning Resume Today!