jacqueline thompson

About the Candidate

SUMMARY OF QUALIFICATIONS

·       Over 9 years of experience in supporting end users at a variety of helpdesks supporting groups of 800-500,000+ users, including over 2 years of experience as a Team Lead

·       Proven expertise in Customer Service of 10 years with documented First-call resolution rate of 70%

·       Demonstrated ability to lead world-class remote support center team with a 99.8% customer satisfaction rating

·       Demonstrated ability to complete projects on time and at (or under) budget

·       B.Sc. in Computer Information Technology

·       B.Sc. in Psychology

·       Consistently received met or exceeded expectations job performance ratings as an Executive Assistant for 9 years for 2 Directors and a team of 5 professionals.

·       Proven team player/member with a collaborative style

·       Demonstrated progressive yet practical analytical resolutions to business challenges and workflows

·       Utilized User Experience (UX) training to implement a workflow process towards a holistic approach to healthcare for marginalized care receivers.