My Resume

Employment

3/22/99 - Current CompUSA National Call-center Plano, TX

Workforce Analyst

Watch over contracts make sure the service level is met.

Track agents, adherence to schedule.

Forecasting schedule and service level.

Maintaining a sick log of employees' call-ins.

Maintain and complete a Daily Productivity Report.

Monitor and track T-1 and Severs.

Input employees' sick, personal and vacation time in TCS Program.

Technical Support Representative

Help Desk for a Customer base and Corporate Customers

Provide technical support for both software and hardware

Support Operating system such as Windows 3.1, Windows 95, Windows 98, Some working knowledge of Windows NT4.0 & 2000

4/14/98-3/99 Stream International Carrollton, TX

Customer Service Hardware Technical Support

Responded to in coming calls dealing with customers

Troubleshoot problems with desktop pc, laptops, UPS

Processed service calls

Helped customers install hardware and software

Handled complaint calls from customers

1994 - 2/98 Westar Security Services Irving, TX

Alarm dispatcher/Lead Operator

Processed incoming calls dealing with customers and police agencies

Processed incoming alarm signals and handling them in the appropriate manner

Completed supervisor's reports

Troubleshoot problems with alarm systems

Input new data of customers in the data entry package

Maintained and operated Dictaphone system

Handled complaints from customers and employees

Monitored mobile services, such as tracking and rendering emergency services

Trained new operators

Customer service trained

1993 - 1994 Smith Alarms Dallas, TX

Alarm Dispatcher Supervisor

Processed in-coming calls dealing with customers, alarms, police agencies, and service technicians

Answer and respond to alarms from business and residential

Coordinated work schedule for crew members

Trained new employees

Run computer back-up, print daily reports, change Dictaphone tapes

Evaluated operator's performances

1992 - 1993 Smith Protection Dallas, TX

Dispatcher

Answered all in-coming calls

Kept track of stationary and patrol officers

Issued appropriate equipment to the guards and officers

Dispatch incidents call and alarms to officers and police in the field

Filing, mail-outs, Typing

Scheduled guards as needed

1991 - 1992 TeleResource Services (AMR) Ft Worth, TX

Telemarketing Service Representative

Answered all in-coming calls

Data entry

Handled Customer complaints

Track products for customers

Spanish translation

1990 - 1992 Stanley Smith Security Irving, TX

Dispatcher

Answered all in-coming calls

Kept track of stationary guards and patrol officers

Dispatch incident calls and alarms to patrol officers and guards

Filing, typing, and mail-outs

Trained new dispatchers

Spanish translation

1986 - 1990 Westec Security Ft Worth, TX

Central Station Operator

Answered all in-coming calls

Monitored alarms for business and residential

Troubleshoot system problems

Kept track of stationary guards, patrol officers, and service technicians

Dispatch incidents calls and alarms to the appropriate agencies or personnel

Printed and prepared reports

Maintained and changed Dictaphone tapes

Trained new operators

Issued equipment

Scheduled guards and emergency service as needed