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Vicki
US-California-Sacramento
10+ yrs
No
Yes
IT Customer Service Representative
Customer Service Manager, Training Manager, Project Manager
Experience
CSC, Prague, Czech Republic
IT Customer Service Representative - Service Desk Prague
As part of support team, responded to internal and external telephone, fax, and electronic customer inquiries.
Recommended solutions and resolved problems associated with the inquiry through a defined escalation process.
Followed up on problems timely to ensure resolution within Service Level Agreement (SLA) timeframe.
Logged and tracked inquires using knowledge database and maintained historical records and related documentation.
Worked closely with process, product, and service users to resolve open issues and concerns.
Identified, evaluated, and prioritized customer problems and complaints.
Escalated unresolved calls to the appropriate support specialist or service group.
SIRVA s.r.o, Prague, Czech Republic
International Relocation Coordinator
As single point of contact, assisted top management personnel of the Procter and Gamble and Exxon corporations with their personal household goods shipments worldwide.
Evaluated all aspects of the move to ensure the most profitable route was taken by using the appropriate tools and tariff documents. Negotiated with agents when tariffs did not exist.
Set move expectations with customers and advised of status changes as they occurred, using an empathetic approach when necessary.
Handled customer issues timely per existing Service Level Agreements (SLA).
Quickly and efficiently documented and resolved exceptions to Procter and Gamble and Exxon account policies.
Communicated, coordinated, and negotiated with agents and suppliers on pre-move surveys as well as with various departments such as accounts payable, billings, claims, and account management to ensure the proper completion of all aspects of the move.
Kotrlik Bourgeault Andrusko, Prague, Czech Republic
Legal Secretary and Proofreader
Prepared electronic versions of legal documents using MS Word and Excel.
Proofread and edited most English language texts.
Maintained current and archived documents.
Franchise Tax Board, Rancho Cordova, CA
Compliance Representative
In call center environment, assisted taxpayers to ensure compliance with California state tax laws.
Explained provisions of state Personal Income Tax law and Business Entity Taxes.
Analyzed and evaluated correspondence from taxpayers, including Financial Statements and requests for abatement of tax and penalties.
Core team member on special project to identify and resolve sensitive high-dollar accounts to protect the agency’s interests.
Effective team lead worker for 12 Tax Technicians in Collection Resolution Unit.
Sacramento Dept. of Human Assistance, Sacramento, CA
Public Assistance Eligibility Worker
Planned, prioritized, and managed eligibility caseload for more than 100 families and adults receiving public assistance.
Under tight time constraints, administered three government welfare programs.
Determined benefit levels according to complex local, state, and federal regulations.
Computer Skills
MS Word, Excel, Outlook, PowerPoint, Lotus Notes
Education
Associate of Arts Degree, Cosumnes River College
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