Crystal Vera

Help Desk Specialist

CGI Federal

Apr 2023 - Current (3 years 7 months)

• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Walked users through a series of steps to determine the problem and implement likely solutions.
• Used established procedures to identify critical customer and system issues and escalate problems to the appropriate person or group.
• Optimized system operation and resource utilization to streamline workflows and processes.
• Provided administrative assistance by managing various user cases, collaborating with colleagues to resolve account-relate

Help Desk Support Specialist

MMC Group

Nov 2022 - Apr 2023 (6 months)

• Broke down and evaluated user problems, using articles, personal expertise and probing questions. • Walked user through series of steps to determine problem and implement likely solution. • Logged activities in ticketing system to keep record and notations of the account of each caller. • Help users create accounts, create and modify roles, while also building connections with providers, and surrogate.

F

Laborer

Fossil Creek Retreat

Jan 2020 - Nov 2022 (2 years 11 months)

• Worked alongside team to accomplish work goals according to schedule. • Loaded, unloaded and moved material to and from storage and production areas. • Prepared job sites by removing debris and setting up materials and tools. • Performed general housekeeping and cleaning tasks. • Utilized construction tools and machinery to effectively complete job site projects. • Organized materials, tools and equipment to supply team members. • Learned basic carpentry, painting and plastering. • Used measuring tools such as gauges and tape measure to identify conforming parts during production.

H

Manager

Hazel Sky

Feb 2019 - Jan 2020 (1 year)

• Accomplished multiple tasks within established timeframes. • Onboarded new employees with training and new hire documentation. • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands. • Maximized performance by monitoring daily activities and mentoring team members. • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.

Customer Service Representative

Conduit Global

Aug 2018 - Feb 2019 (7 months)

• Provided accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints about their phone or plan. • Used attention to detail to accurately and efficiently insure the customer IT questions were resolved. • Always showed professionalism even when accompanied by intense calls, and customers. • Helped customers set up their new phone by instructing them and directing while over the phone.

Supervisor

Starbucks

Mar 2015 - May 2018 (3 years 3 months)

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows. • Handled customer complaints, resolved issues and adjusted policies to meet changing needs. • Evaluated employee performance and coached and trained to improve weak areas. • Maintained compliance with company policies, objectives and communication goals. • Worked with management team to implement proper division of responsibilities. • Set overall vision and provided team leadership. • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts. • Conducted routine inspections of incoming materials to check quality and compliance with establis

A

Office Clerk

Action Rental Center

May 2012 - Jun 2014 (2 years 2 months)

• Interacted with customers by phone, email or in-person to provide information. • Provided clerical support to company employees by copying, faxing and filing documents. • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. • Responded to inquiries from callers seeking information. • Maintained organized files and stocked supplies to support team needs and maximize performance. • Carried out administrative tasks by communicating with clients, distributing mail and scanning documents. • Prepared packages for shipment, pickup and courier services for prompt delivery to customers.

About

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Timeline

Résumé

Crystal Vera

About

Detail

Behavioral traits