N.Magruder

Following established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity. Interpret, evalutate, and resolve where possible telephone inquiries pertaining to the functional operation of all installed and supported applications and hardware and software products. Documents and may resolve basic problems regarding business applications and hardware and software. Records inquiries, repair and service request to appropriate technical area or vendor, track status and follows up to ensure client satisfaction. Escalates to or consults with supervisor and technology staff when solution is unclear. Reports problems with procedures and suggests improvements.

07/02-2/03 Corporate Job Bank(Wells Fargo) Tempe, AZ
Technical Service Specialist I
Respond to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity. Documents and resolve basic problems regarding business applications and hardware and software.Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to senior staff when solution is unclear. Reports problems with procedures.Handle over 100 calls daily.

11/01-06/02 Manpower(CORE) Silver Spring, MD
Customer Service Representative
Maintain cases to be reviewed in an organized manner; prioritize cases on the basis of client specifications. Request and record pertinent data, utilizing appropriate database to enter demographics and create case. Search information in database to assure complete and accurate demographics are available. Recognize errors in original entry and correct data prior to release for processing; advise Client Services of hard data edits. Appraise call nature and client request leading to an immediate determination for call transfer, written request or case initiation. Manage various call types: DOT, Restrictions, STD, FML, Drug Screening, Violence in the Workplace, Exposure etc. Approval/denial of FML requests based on eligibility, regulations, and hours worked. Provide client employees and supervisors with information about COREs role as a disability case management service, explaining process and procedures and their responsibility in reporting and forwarding of requested information.

08/00-11/01 Executive Greetings, Inc. New Hartford, CT
Vendor Relations Representative
Trained on 20 different catalogs and over 20,000 products. Called vendors to check the status of our orders. Responsible for getting replacement orders corrected and completed.

02/99-07/00 Infonxx Oakville, CT
Call Center Supervisor
Responsible for the scheduling of all customer service representatives. Used Fox Pro to route calls to our 4 call centers. Used Excel to keep record of how many call was received in each of our markets. Responsible for scheduling lunches, vacations. Responsible for the training off all representatives, also assisted in training representative.

04/98-12/98 Vialog Group Communications Reston, VA
Conference Coordinator
Certified as a Conference Consultant, Call Lead, and Special Call Lead. Set up conferences with minimal or no instructions according to company guidelines. Was promoted to working on weekends alone to handle conference overflow calls from our Danbury, CT location.

03/97-04/98 USA Today Silver Spring, MD
Customer Service Professional
Answered a minimum on 200+ inbound calls a day. Answered customer concerns and or complaint in a timely manner. Would take down customer comments on articles and send their replies by e-mail to the editors for review.

02/96-03/97 Sprint Spectrum, L.P. Bethesda, MD
Call Center Supervisor
Answered a minimum of 97+ calls in a shift.Learned the PCS, TDMA digital technology.Trained new Customer Care Representatives on FCC regulations and companyÃ‚â€™s policies and procedures.Helped customer trouble-shoot, explain billing, and updated customer on new information about PCS upgrades. Coached and counseled representatives on company policies and procedures. Scheduled breaks, lunches, and vacation time.

10/89-06/96 U.S. Army Fort Sill, OK11B Infantry