Customer Service/Information Technology Remote

Linda L. Samuels

            8787 Southside Boulevard â–ª Jacksonville, Florida 32256 â–ª 904-200-1545 â–ª 


  • Compiled years’ of experience in the IT and Customer Service arenas
  • Involved with auditing internal customers
  • Built testing documentation for auditing purposes
  • Managed team audit scorecard and documentation
  • Ability to multi-task with day-to day events, along with on-demand tasks
  • Communicates effectively both verbally and written
  • Ability to proactively research and gather needed data
  • Experience with documenting business requirements clearly and concise
  • Highly versatile, attentive to detail, negotiator, customer focus, flexible, active listener
  • Understand the value of meeting and exceeding on time delivery
  • Problem solver of  issues from an individual and/or team perspective
  • Ability to adapt to new concepts and systems





Seibel Service Request

CRM / Heat   

Picasso / Remedy



Nexus PM      

MS – Excel / Visio

MS - PowerPoint       

MS - Outlook             

MS –Project Management

MS – SharePoint

MS - Access



CTI 8.0                                           AMS (Advance Monitoring Services)


November 2013 – January 2014

Florida Blue (Incepture) - MLR (Medical Loss Ratio) Supervisor

  • Responsible for guiding MLR Team to completing project initiatives
  • Distributed daily report to team for execution
  • Focused on ensuring Seibel service requests are completed
  • Managed and addressed Seibel service requests with issues
  • Communicated with customers on providing updated information
  • Provided weekly report and communicated with Project Leads on current status of project
  • Reviewed reports to verify customer data ensuring accuracy
  • Leveraged Workforce Management to manage team schedules

March 2012 – March 2013

 Bank of America (SkillStorm Agency) - Project Manager (MSA/MDE)

  • Assisted customers with defining the scope of project to build job alerts for monitoring
  • Responsible for organizing and facilitating project meetings
  • Ensured the appropriate business partners were engaged with customers project
  • Reviewed process map to ensure customers followed the expected protocol
  • Responsible for verifying  systems and support accuracies in NEWS(Notification, Escalation, Wireless System)
  • Monitored and updated customers project to completion in AMS (Advance Monitoring Services)

Linda L. Samuels


January 2011 – March 2012

OSI Optoelectronics Company - Customer Service Specialist / Inside Sales

  • Responsible for managing customers orders from AR/AP
  • Developed business relationship with business partners and customers
  • Worked with vendors to ensure on time delivery  for customer product purchased
  • Worked with Management and  team members to strategize on developing plans to create new accounts and maintain existing accounts

August 2007 – September 2010

Nelnet, Incorporated - Computer Operator III

  • Supported and performed Help Desk responsibilities
  • Assisted with enhancing hardware/software and application implementations
  • Assisted Network Engineer(s) with backup issues
  • Ensured shift processes completed within the SLA allotted timeframe
  • Revised training documents; supported internal customers
  • Performed and executed  backups completing successfully utilizing VROBOT
  • Prepared backups for offsite storage utilizing in-house tape management application (OTIS)
  • Performed on demand data restores and saves upon request
  • Monitored and submitted robot jobs; printed and prepared daily reports for distribution
  • Created compliance testing process and documents
  • Developed document outlining information on server, server location, support team, and users




Stanton Senior High School                             Diploma                                   Jacksonville, FL


Government Security Clearance  5C â–ª  Lean Thinking â–ª
Six Sigma â–ª Sarbanes Oxley (Sox) â–ª Process Excellence â–ª IBM Certified Specialist IBM â–ª
Standard of Leadership NCS

















Reference Provided Upon Request

  • ID#: 80008
  • Location: Jacksonville, FL , 32256

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