Customer Service, Call Center, QA Analyst, Assistant Manager, Manager, Programme

    TROY A. CONWAY

6645 Valley Hi Drive Apt. 314

Sacramento, CA 95823

  Cell 916-233-9212 Fax 916.244.0461

troyaconway@msn.com

 

 

OBJECTIVE:

 A position with a progressive company that would benefit from my  Management, Customer Service, Interpersonal, Technical Support, Sales, Hospitality and Computer Science Skills. 


QUALIFICATIONS:

 

  • Total of 16-years combined experience in Customer Service, Technical Support, Help Desk, Retail, Call Center and the Hospitability industry.
  • Recent Master’s Degree in Business Administration and Management.
  • Good judgment, creative problem solving and decision-making skills.
  • Ability to find cheaper, safer and more efficient ways to implement various jobs.
  • Maintain a clean, safe, organized working environment.
  • Strong knowledge of Microsoft Office 2000-2010, Windows 98 – Windows 8,

IBM, UNIX and Tandem Mainframes, SQL, Lotus Notes, Outlook and other mainstream software including Web Tools.

  • Ability to multitask, jumping from one project to another with no hesitation.
  • Always thinking outside the box.

 

 

WORK EXPERIENCE:

 

TAC Software Solutions                                          Customer Service Manager

July 2010 – Jan 2013                                                Sacramento, CA

  • Monitor employees taking inbound calls - assisting customers with any technical issues on their computer or other products our company sold.
  • Oversee and providing guidance for inventory control, merchandising, human resources, safety, asset protection and expense control.
  • Member of a 16- member Diversity Counsel to help spread diversity knowledge in the workplace.
    • Sell software to customers if it needed to be replaced – using our products.
    • Test all new software before passing it on to customer.
    • Lead QA Associate in my group of 12 employees.
    • Open or close business daily depending on the company’s needs.
    • On Call 24/7 2-weeks a month with excellent results if any issue arises.

 

Hewitt & Associates                                                Customer Service Lead

January 2008 - July 2010                                      Orlando, Florida

  • Team member of Hewitt’s BIG Team - (Benefit Implementation Group).
  • Answer inbound calls for different company’s customers - assisting them with whatever they need. This can vary depending on the customer I was supporting for example:
  • Assisted customers with all their Heath Care needs.
  • Answered customers with all their payroll questions.
  • Assisted with their Dental, life insurance, and short and Long-Term Disability inquiries.
  • Worked with customers to help them with their retirement questions which ranged from 401K to stock options and their vested retirement plans.
  • On a busy day would take up to 70-80 calls.
  • Created trouble tickets as needed and assisted with billing questions.
  • Supported multiple clients at a time saving the company time and money.
  • Employee of the month June 2009 and February 2010.

 

Connextions Inc.                                                              Technical-Support Associate

January 2007 - December 2007                                Orlando, Florida

  • Support customer’s questions when they are unable to use product with their operating system or for other reasons.
  • Research technical issues using FAQ's and web when problem was not immediately evident, resolving issue without transferring call unless a rear situation.
  • Try and upsell other products and services when appropriate.
  • Assist customers with a wide range of questions related to their SanDisk products including Memory Cards, Flash Drives, MP3 Players and Shoot and Store Camera technology and telephones.
  • Averaged a 97% QA score at all times and was awarded bonuses for winning different competitions.

 

Holiday Inn at the Orlando Arena                           Banquet Captain

February 2002 - November 2006                            Orlando, Florida

 

  • Management of all aspects of facility set up, food and beverages service.
    • Supervise banquet servers, attendants, bartenders and other staff.
    • Execute banquet events according to the banquets order and catering specifications.
    • Ensure the banquet decoration, staff preparations, staff uniforms and cleanliness.
    • Communicate with the kitchen staff regarding the catering.
    • Carried out disciplinary action and supervise staff performance as required.
    • Responsibility also included the cost control by assisting the management regarding food, beverage, decoration and other equipment’s purchase.
    • Responsible for making the schedule for all banquet staff.
    • Made sure food and beverage orders were placed on time so food stayed fresh.
    • Monitored temperatures for all food stations.
    • Made schedules and was in charge of hiring and training all new employees.

 

EDUCATION


Bachelor of Science                                                                 04/1998
Everest University                                                                  Orlando, Florida     

 

Master of Business Administration                                    11/2012  

Everest University                                                                   Orlando

  • ID#: 71214
  • Location: Sacramento, CA , 95823

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