The document provides a summary of an individual's work experience in customer service roles, with a focus on call center work, as well as their education and skills. They have over 15 years of experience in customer service and technical support roles, primarily in the telecommunications industry, and have developed strong skills in customer service, de-escalation, empathy, and learning new computer systems quickly. Their most recent role has been as a Help Desk representative for IBM, where they have gained experience with Active Directory and various IT systems.

1. Profile I have worked a variety of jobs in my life. Most of my recent experience is based in call centers work
and I have spent the majority of my working life working directly with customers. Through the years I
have learned a great deal about de-escalation, empathy, and superior customer service.
Experience
Help Desk Representative, IBM; Boulder, CO 2015-Present
I have worked as a contractor for the Forestry Department in their Help Desk. While working on this
contract I have learned quite a bit about Active Directory. I have also had the opportunity to utilize and
learn several new systems in a fast paced manner.
Technical and Roamer Support, US Cellular; Knoxville, TN – 2009-2014
My work in tech support allowed me to dive deeper into a variety of different technologies. While most
of the concentration was on cellular technology,it also required adaptability to new computer operating
systems,as well as the range of programs we worked

2. with on a daily basis.
Help Desk, US Cellular; Knoxville, TN –2006-2009
My two primary responsibilities at the Help Desk were taking escalated calls and helping to educate and
train front line support. While working in this position I had the chance to work in tandem with a large
number of otherassociates in order to solve difficult problems. After two and a half years in this
position, I was offered an opportunity to move to the technical side of things.
Customer Service, US Cellular; Knoxville, TN –2004-2006
My first position with US Cellular was as front line customer support. While in this position, I was
given the opportunity to hone my skills working with a team and becoming more self reliant. I handled
more than 100 calls a day, addressing a variety of issues. After two years of providing exceptional
customer service, I was given the opportunity to move up to the Help Desk.
Jamie Martin
11432 W Berry Avenue
Littleton, CO 80127
T 865-244-6573
M 865-337-3291
ottergrrl@gmail.com

3. Customer Service, Client Logic; Oak Ridge, TN – 2002-2004
I supported a number of different contracts,both in customer service and sales. While at Client Logic, I
pursued further learning opportunities in order to provide better service.
Education University of Phoenix – Associate Degree of Business,2008
Skills I am highly skilled with computers, both Mac and PC. I have experience with multiple specialized
computer systems and programs. I am very empathetic and willing to go the extra mile to get the
customer what they need. I have many years of experience following very strict federal regulations on a
day to day basis.
References Ashley Goins - 865-679-0251
Casey Fenner - 865-2367790