1. VANESSA L GOINS:
11542 E. 7TH
ST. TULSA OK. 74128
CELL: 918-798-5431…vgoins53@gmail.com
SKILLS AND ATTRIBUTES:
A Caregiver of excellent experience, returning to the workplace with all the skills learned
from this arena. Valuable Computer Skills, including Word, Excel, Power Point,
Specialized Programs mastery, and on-line problem solving in real time. Excellent
Communications Skills, Computer, Phone, email, and verbal, especially adept at handling
the irate and unsatisfied, and turning these into positive responders. Both Detail and Goal
oriented, able to fit the immediate problem into the greater context, routing to others as
needed. Service oriented, and a Relationship Builder who benefits both the Customer and
the Organization. Able to work within corporate rules and guidelines to achieve desired
outcomes. Familiar with budgeting, People Management, health and safety issues. Guided
by patience, loyalty and flexibility within guidelines. As a Substitute Teacher, became adept
at quick mastery of plans made by others, and implementation “on the fly,” requiring
articulate and disciplined guidance skills. In summary, A Service Oriented expert at
assisting the organization and individuals toward common goals. As a bonus, also
conversant in Spanish.
ACHIEVEMENTS:
Beginning as a care-giver when young. Learned the Service orientation, Patience, Time
Management, and Budgeting Skills that are now foundational in the workplace. Despite
these complications, achieved 121 degree oriented College Hours, and an Associates Degree
in Education before deteriorating family conditions mandated stopping advancement.
Awards earned as outstanding Spanish Student. Applied Associate Degree to working as a
Substitute Teacher, and carried some of this into training children and adults where
opportunities presented.
PROFESSIONAL HISTORY:
Alorica: Tulsa Oklahoma. 2008-2009
Tier 1 Tech Support
Responsible for:
Tech Support. Required computer skills, communication skills, conflict resolution
skills, relationship skills and problem-solving on the spot in real time. Logging into
computer programs looking for issues reported by customers related to phone
malfunctions. Often these customers were irate and upset, it was my responsibility
to restore calm, solve problems and rout to others in a helpful way issues that were
not within my technical scope. Required sufficient technical expertise to be able to
explain to the customer what was wrong, how to fix it, and how to avoid it in the
future. “Leave them better than you found them.” This was my goal.

2. DirecTV: Tulsa Oklahoma. 2006-2008
Tier 2 Tech Support
Responsible for:
Tech Support As above but with additional responsibilities. This meant providing
technical online support during system failures or occasionally assisting technicians
during initial installations: component to component connection failures. Signal
failures, customer accidents and counseling a can do attitude into the customer as
well as sustaining loyalty to DirecTV.
Alorica: Tulsa Oklahoma. 2004-2006
Tier 1 Tech Support
As above, but with far better training program and better employee relationships.
Better training meant the following. A greater explanation of the product and it’s
benefits and issues which lead to greater customer satisfaction and fewer issues.
This meant less stress for the worker and greater employee satisfaction. This
environment was service oriented rather than script oriented.
St John Hospital: Tulsa Oklahoma. 2000-2002
Worker
Responsible for:
Maintaining cleanliness in an environment requiring maximum cleanliness at all
times after medical procedures. Worked in various environments in the hospital.
Tulsa Public Schools. Tulsa Oklahoma. 1993
Substitute Teacher
Responsible for:
Arriving early in order to understand and facilitate the daily lesson plans of the
teacher, required a very uptake of very complex information about which I may
have not been familiar. Handling presentations and questions from students.
Ensuring that the plan is executed to my personal standards and those of the
teacher. This required flexibility innovation, problem-solving, discipline, both for
me and the students and a sense of humor.
EDUCATION
Northeastern State University: Tahlequah Oklahoma
Accumulated 121 hours and an Associate’s Degree in Education
Additional information and references available on request.
P.S: If you are reading this Resume you are looking for someone who has a strong
service orientation, coupled with a broad range of associated skills: communication
skills, computer skills, problem-solving, relationship building, and the ability to
function well in adversity. These things and more are on this resume. I look
forward to the opportunity to discuss my capabilities in light of your needs.
Thank you for looking.
Vanessa L. Goins…918-798-5431