Resume

1. RETRINA CELESTE LEE
Customer SupportAdvocate
646-934-4734
customerhappinessexpert@gmail.com
LeeRetrina
OBJECTIVE
Energetic, technical-minded professional seeking an IT Specialist position with a
forward moving company where excellent data analysis, mapping and software
installation skills can be utilized to improve the overall efficiency.
SKILLS
 Strong problem solvingand
troubleshootingabilities
 Excellent customer service skills-tactful
and diplomatic
 Proficientin effective communication
(written and verbal)
 Mentorship and training
 Data tracking
 Project management
 Organizational Skills
 Strong multi-taskingand project
planningexperience
 Ability to provideencouragement in a
team setting
 Flexibility to perform in a group or
independent environment
 Strong attention to detail
 Humor
SOFTWARE &
HARDWARE
 SharePoint
 NextGen
 Snapshot
 Clarify
 TLG
 Citrix
 MicrosoftLync
 Enterprise
 XML
 HTML
 AI
 AS2
 UNIX
 TLI
 TLE
 TLW
 Inovisworks
 API
 AS400
 HotDocs
 Webware
 Catalogue
EDUCATION
 Associate of Arts in Information
Technology – College of Axia June 2008
 Primerica University People Soft Skills
Series – Dealing With Difficultpeople
Series
 Spanish as a second-language
 State of FL- 620 Licensed Adjuster
 LOMA-FLMI & Underwriting designee
VOLUNTEER WORK
Active volunteer with a worldwide
organization that promotes stronger family
ties, community enrichment and teaching
the illiterate how to read as well as write
for over 10 years.
REFERENCE AVAILABLE UPON
 Render white glove customer serviceto mobilephone user's by answering,in addition
to researchingdetailed billingconcerns
 Educate customers on how to use as well as best manage their plans as well as features
 Upsell additional services based on client's needs
 Maintain customer records by updatingaccount information
 Resolve product or serviceproblems by clarifyingthecustomer's concern
 Troubleshoot serviceor network issues related to voice, data, phone or other features
 Maintain manual accounts by processingcustomer adjustments
 Assistwith international provisioningof services
 Prepare product or servicereports by collectingand analysing customer information
 Contribute to team effort by accomplishing related results as needed
STELLAR VIRTUAL SERVICES / ARISE July 2014 - Present
June 2006 January 2013
GXS Corporation (Inovis), Managed Services Division
Alpharetta, GA Virtual Technical Support Specialist - I I
 Resolved customer concerns regarding data trackingvia UNIX protocols as well as Biz
Manager Tools
 Managed and triaged data throughout its lifecyclefor our Fortune 500 companies,
hospitalsand government entities that utilized our B2B services
 Remained HIPPA complaintvia interactivetrainingand testing
 Assisted with the maintenance of our CRM system and customer portal
 Assisted with the implementation of our CRM system which was 1000 user's dependent
 Communicated errors to our client's via email phoneand chat communication.
Investigated SQL errors related to the network as well as with the client's ERP system,
in addition,assisted with the installation of SSL Certificates of both our client's and
those of their tradingpartners
 Supported our web-based products such as Catalogue, Web Forms and TLW
 Provided thorough and quick resolution per SLA guidelines in relation to our cloud
services which included Saas,Paas,and network services
 Worked closely with implementations during the on boarding process to the
completion of a livecustomer account. Assisted with the installation of our Software as
well as software updates/patches and password resets
 Monitored Our VAN(valued-added-network), as well as six additional translation system
whileinformingclients of error handlingresults per defined procedures
 Alerted Level 3 engineers and escalated concerns regardingnetwork outages, bugs,
process discrepancies and recurringerrors with the network in a goal for resolution
 Developed interactivetrainingmanuals as well as documentation for level's one and
two support
 Created virtual trainingfor our virtual team and overseas representative's
 Educated clients as well as peers on the use of our suite of products via email,
MicrosoftLync, WebEx and Go-To-Meeting as well as livetraining
 Worked closely with each client's accountmanager to maintain a strongclient
relationship
 Sugar CRM
 LogMeIn
 FTP Protocols
 Vantive
 Live Chat
 24im
 SEO
 SPSS
 phpBB
 Biz Mapper
 Citrix
 Excel
 Oracle(SIEBEL
CRM)
 Windows
XP/Vista/7
 Go-To-
Meeting
 Basecamp
 Form stack
 vBulletin
NOTABLE ACHIEVEMENTS
 Presented project plan to leaders regardingscheduleimprovements
 3 out of 3 star rated per customer surveys as well as internal organizational metrics
 2011 Award of ExcellenceFor OutstandingProfessional Performanceand
Distinguished Contribution
 Designed compressed work week to meet customer satisfaction,increase
availability and morale
 Simultaneously managed multipleprojects under tight deadlines
 Received The Most ValuablePlayer Award 2nd Quarter
 Customer Service Star 3rd Quarter
WORK EXPERIENCE