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From the
Desk of:
Qualifications
Summary I’m multi-talented having cross-trained myself in many
career fields of expertise; experience in leading, motivating, managing
and training individuals with a main focus towards customer and employee
satisfaction. Detail-oriented, dependable, self-motivated, and a team
player with excellent managerial, organizational, and communication
skills; achieving results with a personal commitment to excellence.
Highlights
of
Qualifications
Customer
Service / Sales / Promotions / Management: ·
20+ years of experience in
customer service ·
Ability to multitask in
fast-paced, high pressure environments and support other team members in
creating reduced stress atmospheres ·
High level of written and
oral communication skills ·
Known for approachability,
diplomacy and calm demeanor, providing leadership in a team environment to
many diverse backgrounds ·
Demonstrated ability to
quickly diffuse potentially heated customer situations putting individuals
at ease, thus enabling a better working environment ·
Supervised and
managed a group of 15 to 20 individuals out of 50 teams rated in the
bottom 5 and in two months, raising team stats to the top 12 of a call
center by weekly motivational trainings, appraisals, and one on one
coaching sessions ·
Entrusted to process
confidential employee records such as social security numbers, salary
changes, vacation/absenteeism reports and performance appraisals and
maintain confidentiality with regard to customer/employee information
being processed, stored or accessed ·
Proven sales performer
meeting quotas and monthly goals – also helped
small / medium sized business increase revenues with small but very
effective PC
Repair / Call Center Support: ·
10+ years of experience
working in a help desk environment {two years in a call center
environment, three in retail, the rest in field} ·
Answering technical
questions regarding software products and their requirements and providing
the technical support needed by phone and in person ·
Experience in
troubleshooting and maintaining PC and desktop applications, taking
responsibility for the repair and maintenance of customer printers,
monitors, and hardware, loading new software and operating systems on
existing stand-alone and network PC’s and laptops, performing upgrades,
testing systems to ensure the elimination of bugs or viruses, and training
others in the use of applications and in technical support methods
·
Assisting technical
associates with the installation of software, modems, main boards and hard
drives, the repair of computer systems on site, ·
Assisted in the planning and
designing of ergonomically safe and efficient work spaces, work benches
and equipment ·
Helped in developing
procedure manuals with other shop technicians to speed up the process of
component level equipment repair of PC’s and printers (Menu Style
Repair) ·
Competent in
repairing, building, installing, upgrading, and programming PC's and
laptops such as: HP, Compaq,
Dell, E-Machines, Gateway, Sony, and Toshiba ·
Knowledgeable
in supporting the use of and troubleshooting: MS-DOS,
MS-Windows {9x through XP}, MS-Office {9x through 2003} MS-Outlook, MS
Outlook Express, MS Internet Explorer, Netscape, Opera,
Norton /
McAfee / F-Prot Anti-Virus, TCP/IP, Adware
/ Spyware Removal, Nero and Norton Ghost ·
Graphic design
of web pages with HTML and basic Java using: ·
Designing and creation of
own personal web page located at – http://www.encore.us/ Education
and
Training
Certifications
and
Awards
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Steven
E. Wolfe Page
2 Current
/ Professional Experience
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Steven
E. Wolfe Page
3 Current
/ Professional Experience Continued
Related
Work Experience
Continued
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Steven
E. Wolfe Page
4 Personal
Interest and
Hobbies Web page creation,
computers, reading, movies, sports, the Arts, arts and crafts, an lifetime
eclectic love of radio and music, photography of nature References Available
and
Supplied Upon Request
EMPLOYERS – PLEASE NOTE THE
FOLLOWING: When
printing out this Online Resume - it is best viewed when margins are set
as follows: top - .25 -- bottom -
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