1. SUMMARY OF QUALIFICATIONS
 Accompl ished Professional with over 20 successful years of combined
experi ence i n Assistant Management, Customer Support , Training and Team Rel ations.
 Extensi ve experience working wi th teams comprised from various socioeconomic and
cul tural backgrounds, directing all aspectsof detailed programs and support.
 Articulateand effective communicator,trainer and instructor;designingand
carryingoutcompany programs that meet and/or exceed specific organizational needs.
CORE COMPETENCIES
 Customer Servi ce and Support
 Bi l ling
 Onl i ne, Phone and Internet Technical Support
 Gami ng Support
 Data Entry
 HR Support
 Ski l led in following software: Mi crosoft Office Suite, i ncluding excell and powerpoint, Oracle,
Peoplesoft, CAPPS, AccessHR
EXPERIENCE
Northgate Arinso – HR Specialist01/20/2014 –07/14/2014
 Provided Human Resources services to the Health and Human Services Commission for the
state of Texas. Provided payroll,timeand leave, talent recruitment, benefits, performance
management, job requisitionsand audits,trainingand learningvia phonefor State of Texas
management, employees and former employees. Also helped applicants apply to the HHSC
job portal and provided status updates on job postings and applicantstatus.
Harte Hanks – Off Site Vendors for FedEx 04/13-11/13
 Phone training for FedEx clients that included software, hardware, online ,networking and
tech support. We would scheduleappointments for trainings and followup atthe appointed time for
the actual trainings.
Skills includingtechnical knowledgeof our products,call control and the ability to manage
and schedule a full work load,as well as beingableto train customers with patience and care
who may not be tech savvy.
Blizzard Entertainment - Game Master 05/2007 – 08/2011
 Onlinecustomer serviceand technical supportfor customers whilein the game clientor
via email.Responsibilities includingbilling,technical,and general customer service. QA tested unreleased
Blizzard games and expansions.Took inbound help requests via internet, email,or phone for gaming customer
HOLLYROSUMNY
2001YauponTrailRoundRock,Texas78664512-750-5489512-388-1849lasevenL7@gmail.com

2. serviceissues,billingissues,or technical support. Worked on special projects to increase
productivity of Game Masters.Apprenticed under Management in preparation for management
skills and promotions.Worked on Team Buildingprojects to promote team functionality and improved
interactions.Pointagent for a team of 12 under a manager. Answered questions,assisted with customer
escalations,madejudgment calls and handled coaching. Managed most team issues and assessed and escalated
situations outsideof my realm of authority to the manager.
EDUCATION
Richland Community College  1998-1999
 MarineBiology- Major Changed
Austin Community College  CurrentlyAttending 2012-2013
 Echo cardiology –seeking associates degree
 Anthropology – seeking master’s degree after associate’s degree in Echo cardiology