Objective: to Assist Your Clients by Providing Them with Superior Customer Service, And

Grace King 2/26 Thorson Way Lockridge WA 6054 Phone: 893798265 Email: [email protected]

Objective: To assist your clients by providing them with superior customer service, and technical support.

WORK EXPERIENCE

2014 to present: Curriculum lead and co-creator of employment skills course for blind and vision impaired job seekers Cisco Academy for the Vision Impaired

September 2012 to March 2013 and October 2013 to present: Senior customer service representative for iiNet Duties include:  Assisting customers with complex support and billing queries  Assisting customer service representatives in performing day-to-day work and learning iiNet’s systems  Handling Telecommunications ombudsman complaints  Taking escalations and ownership for complaints that require case management.

June 2013 to October 2013: Triage team secondment iiNet Duties included:  Assessing validity of single user faults.  Testing processes to determine where failures occur.  Resolving or escalating valid faults.  Providing coaching to staff to empower them to fix issues independently.

March 2013 to May 2013 Acting Customer Service manager for iiNet Duties included:  Assisting my team to reach KPIs  Conducting meetings such as probation reviews, one-on-one development, and return to work interviews with CSRs  Assisting CSRs to manage Telecommunications Ombudsman cases as well as other complex customer issues.  Taking escalations from CSRs around the call centre

December 2011 to September 2012: Accounts and support Customer service representative for iiNet Duties included:  Assisting customers with complex support and billing queries  Handling Telecommunications Industry ombudsman complaints  Assisting inductions customer service representatives in providing support  Doing escalation call backs for Duty managers and the social media team. 2011 to September 2012: Enrolments coordinator and IT Essentials curriculum lead for the Cisco Academy for the Vision Impaired 2009 to September 2012: Instructor of IT Essentials and Home and Small Office Networking for the Cisco Academy for the Vision Impaired. 2008 to present: provide private computer training online, via telephone, and in person 2007-2008 Provided contract services to Beyond Sight incorporated In Littleton Colorado Summer 2006 Technical support specialist for the Center on Education and Work at the University of Wisconsin 2005 summer internship at NASA’s Jet Propulsion Laboratory 2003 summer internship Data Entry United way 2002 Internship Receptionist American Red Cross

Post-Secondary Schooling 2009 Received Instructor level Certificates from Cisco Academy for the Vision Impaired Discovery 1 (home and small business networking), ITE1 (Building, Maintaining, and troubleshooting Computers), 2009 computer support technician certificate Arapahoe Community College Littleton Colorado 2007 Certified Access Technology Trainer Access Technology Institute Attended NorthCentral Technical College 2004-2006.

JOB SKILLS Excellent interpersonal skills including:  Excellent customer relations.  Ability to set goals to achieve consistent results  Strong understanding of set KPI’s and ability to exceed set results Excellent computer skills including:  Proficiency with Microsoft Windows XP, Vista, and 7  Proficiency with Microsoft Office application suites including 2007 and 2010  Ability to configure and customize computers for end users.  Ability to set up computers and peripherals at a consumer’s worksite.  Advanced Network troubleshooting.  Advanced research skills.

Very familiar with assistive technology programs and equipment including:  Jaws for Windows  NVDA  System Access  Window-eyes  Trekker Maestro  Braille Note including GPS module  Braille Sense Plus  Blazie note takers such as Braille Lite 2000  Talks Software  Mobile Speak including Mobile Geo COMMUNITY SERVICE

2009 to Present: Volunteer instructor for the nonprofit Cisco Academy for the Vision Impaired teaching vision impaired students all over the world how to build computers and networks as well as designing an employment short course 2008 American Council of the Blind Mentor 2006 Volunteered for the Moveon.org virtual call center. Provided technical support to other volunteers. 2003-2004 Youth Advisory Board (State of Wisconsin) 2004 Volunteer singer – Lymphoma Society Fundraiser 2003 Assistant Director WCBVI summer drama program Frequent public speaker and consultant on topics relating to accessibility and blindness

Awards

2004 Class Valedictorian, Wisconsin School for the Visually Handicapped (WSVH) 2004 Governor’s Academic Achievement Scholarship (4 years) 2004 National Braille Challenge Invitational Finalist, Los Angeles, CA 2004 State Forensics Qualifier 2003 U.S. Space Camp Winner “Right Stuff Award” Huntsville, AL