candace penn

Responsible for assessing issue, determining primary cause of issue, and guiding customer through the required steps to resolve it.

Handle a wide array of issues that deal with computers, internet, networking, telephone, and television. Must be able to use and navigate anywhere from three to nine programs at once, and use probing abilities to understand issues. Also need to be able to speak to the customer on their level of expertise, and walk customers through processes to reach a resolution. Must complete notes, adhere to quality standards and metrics, and respond to multiple groups at once - some employees, employers, and the customer.

* Monitor, and maintain company standards regarding team quality and production. * Identify emerging trends and make recommendations on adjustments. * Conduct reviews on team members’ quality and provide coaching to improve standards. * Communicate with staff to identify issues, answer questions, and provide feedback. * Participated in a select council to help determine next steps in company procedures, complaints, suggestions, and improvements. Monitor agent status for adherence to quality standards and alert management to agent behaviors or trends as they change. Track team performance via Excel, complete reports offering coaching tips and suggestions regarding completed quality audits.

Delivered efficient service to customers and employees via telephone and email access regarding store, employee, and e-commerce issues; trained in several company applications. Handled HIPAA information, rewards program, emergency situations, and vendor contact with little to no supervision Won contests for best customer service; also received several weekly perfections on several surveys for quality assurance from the company.

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Troubleshooting, docuention upkeep and creation. server maintenance, application support, automation, and scripting processes

Business psychology focusing on areas of employee production, employee well being, employee and employer satisfaction, conflict resolution, problem identification, organizational behaviors, research."]

Languages – C++, Java, SQL, HTML, XHTML, .Net, C Programs – Microsoft: Visio, Word, Excel, Project, Outlook, Access, Visual Studio, SQL Server, PowerPoint Adobe – Photoshop, Flash, Bridge, Dreamweaver NetBeans, Eclipse, Visual Studios, Windows, Mobile Platforms, Database Systems, Enterprise Architecture, App Inventor, SketchUp Knowledge of software architecture, enterprise architecture, software documentation, business writing such as RFPs and technical writing Experience in leadership position and team projects Use of software design and methodologies, some project management experience as well.

Technical writing, website building, Dreamweaver, Adobe products, design methodologies in writing and website development, UI design, and business practices to ensure the client receives the type of work requested. Also tactics for interviewing when writing technical documentation, and experience in photo editing, photo design, animation, graphic editing and design."]