Gina Sears
Tucson
Summary
Enthusiastic Cyber Security Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Cyber Threat Intelligence and Network Security & Database Vulnerabilities and training in Cyber Security Processes & Operating System Security . Motivated to learn, grow and excel in Cyber Security.
Overview
2
2
Certifications
12
12
years of professional experience
Work History
Costco Business Customer Service Representative
Citi Bank
2016-04 - Current
- Continued education on current banking products and services.
- Managed high call volume with tact and professionalism.
- Gathered and verified all required customer information.
- Defused volatile customer situations calmly and courteously.
- Accurately document, research and resolve customer service issues.
- Mastery of customer service management systems and databases.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Met or exceeded service and quality standards every review period.
- Educated customers about billing, payment processing and support policies and procedures.
- Helped over 90 customers every 8 hour shift by approaching conversations with positive attitude and product knowledge.
Customer Service Representative
LivingSocial- 250 S. Williams Blvd
2012-09 - 2016-04
- Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched and resolve customer service issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered constant flow of customer calls with up to 50+calls in queue per minute.
Team Coach
Connections, Inc. - Sprint Wireless
2011-08 - 2012-06
- Acted professionally and patiently when addressing negative customer feedback.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
- Mastery of customer service management systems and databases.
- Defused volatile customer situations calmly and courteously.
- Collaborated closely with workforce to manage call flow ensuring agents are meeting business needs.
- Adhered to all confidentiality requirements always.
- Strong leader of customer support staff.
- Trained staff on operating procedures and company services.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Assisted team leaders by providing monthly status and performance reports to provide information on areas for improvement.
- Described and explained details about over 100 Product or Service options to inform customers and guide purchasing decisions.
Customer Service Representative
APAC
2009-02 - 2012-04
- Take inbound calls from customers and provided effective and timely range of customer inquiries.
- Work for one-call resolution of customer issues.
- Completed ongoing training of product, service and policy changes.
- Demonstrated best judgment in disbursement of adjustments and credits.
- Increased customer experience by providing information on new products and services through up selling opportunities.
- Delivered support to 80 customers every 8 hours shift.
Education
No Degree - General Studies
Pima Community College
No Degree - Airline Operation And Reservations
International Air Academy
2020-06 - 2020-11
Skills
Outstanding people skills
Creative analytical person
Exceptional communication skills
Adaptive learner
Proficiency with Conflict Resolution
Energetic Work Attitude
Databases
People skills
Policies
Researching
Incident Response Management
Data security
Problem resolution
MS Office
Certification
Google IT Support Professional Certificate, Coursera
2020-09
IBM Cyber Securtiy Analyst Certification, Coursera
2020-10
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Professional Education
- IT Security: Defense against the digital dark arts
- Penetration Testing, Incident Response and Forensics
- Introduction to Cybersecurity Tools & Cyber Attacks
- The Bits and Bytes of Computer Networking
- Technical Support Fundamentals
- System Administration and IT Infrastructure Services
Quote
Design is not just what it looks like and feels like. Design is how it works.
Steve Jobs
Timeline
IBM Cyber Securtiy Analyst Certification, Coursera
2020-10
Google IT Support Professional Certificate, Coursera
2020-09
No Degree - Airline Operation And Reservations
International Air Academy
2020-06 - 2020-11
Costco Business Customer Service Representative
Citi Bank
2016-04 - Current
Customer Service Representative
LivingSocial- 250 S. Williams Blvd
2012-09 - 2016-04
Team Coach
Connections, Inc. - Sprint Wireless
2011-08 - 2012-06
Customer Service Representative
APAC
2009-02 - 2012-04
No Degree - General Studies
Pima Community College