Aspiring Cybersecurity professional with a strong customer service background and a passion for learning seeks to bring self-taught skills in Python, Azure Cloud, and security concepts for a role as a SOC Analyst. With 10+ years of experience in customer-facing roles and multiple certifications in the IT field, I am confident in my ability to provide reliable support and maintain strong relationships with both customers and colleagues.

ACHIEVEMENTS

Completed CompTIA Security+ certification and Microsoft Azure Fundamentals certification, demonstrating proficiency in fundamental security, cloud and IT skills.

Consistently maintained customer satisfaction ratings above 90% at Verizon Wireless, utilizing effective communication and troubleshooting skills to address customer concerns and provide efficient solutions.

In previous customer-facing roles, I demonstrated strong communication skills in resolving customer issues and building positive relationships.

EXPERIENCE

Crooked Stave Artisans, Denver, CO — Route Delivery Driver

May 2022 - PRESENT

• Maintained strong relationships with store and bar personnel, ensuring efficient delivery and excellent customer service.
• Improved delivery routes and inventory management, resulting in a 15% reduction in delivery time and 20% reduction in inventory discrepancies.
• Trained and mentored new drivers on delivery routes and product knowledge, ensuring smooth transitions and high-quality service.
  

Track 7 Brewing Co., Sacramento, CA — Warehousing Lead

April 2019 - April 2022

• Reduced inventory discrepancies and improved overall accuracy by streamlining inventory management of the warehouse using Sheets and Excel.
• Ensured strict adherence to safety protocols in the warehouse/brewery and while driving, resulting in zero safety incidents throughout the duration of employment.
• Optimized delivery routes and consistently provided timely and efficient deliveries to taprooms and accounts.
  

Unifirst, Sacramento, CA — Route Sales Representative

June 2017 - April 2019

• Maximized customer satisfaction by consistently exchanging old products with new ones and addressing any concerns promptly.
• Fostered strong relationships with key stakeholders at accounts through regular meetings and effective communication.
• Maintained a clean and organized truck throughout the day, ensuring timely and efficient service delivery to all customers.
• Demonstrated excellent sales skills by identifying upsell opportunities and successfully promoting additional products and services.

Royal Crest Dairy, Denver, CO — Route Driver

June 2013 - April 2016

• Successfully memorized over 40 products and over 200 individual orders, resulting in a reduction in order processing time and improved accuracy in order fulfillment.
• Maintained exceptional cleanliness of delivery boxes, increasing overall customer satisfaction.
• Consistently loaded and unloaded products in a safe and efficient manner which resulted in a 90% decrease in product damages.
• Maintained high levels of inventory accuracy through meticulous record-keeping and attention to detail.
• Successfully trained and evaluated new drivers, resulting in a higher retention rate and an increase in overall driver quality.
  

Verizon Wireless, Rancho Cordova, CA — Customer Service

Feb 2010 - Feb 2013

• Reduced average issue resolution time by applying advanced troubleshooting techniques and utilizing specialized diagnostic software, successfully diagnosing and resolving technical issues related to phones, tablets, and connected computers.
• Collaborate with other IT support teams to escalate and resolve complex issues, ensuring timely and effective resolution.
• Maintain accurate documentation of technical support activities and contribute to knowledge base articles for future reference.
• Built strong relationships with customers through active listening and effective communication to uncover their needs and provide tailored solutions, increasing customer retention rates.