Customer suppo r t includes working with a diverse background in a t e ch nical environment . Strengths include excellent communication skills , solid job perf ormanc e , and experience conduc t ing individual and g r oup training. Good relationships with clients have been establis hed by demonstrating commitme n t t o q uality and custome r sa t isfaction in finding solutions t o customer problems .
Operating Systems: Windows (3.1, 95, NT, and XP), OS/2, DOS
Languages Basic and REXX
Software: Microsoft Office 97 – 2010, Lo tus 1 2 3 , Word Perfect , Support Magic , PolyPM ( Remote S erv ices) , Aldus PageMaker , WarehousePro, 082, Fl i ght
Logility, Inc., Atlanta, GA Customer Account Manager l Team Leader March, 1996 – November, 2000 Resp on sible for customer support , qualit y as suranc e , and training for key customer accounts . Customer Support Responsibilities:
Pri ma r y contact fo r k ey customer a c co unt s . M anage customer accounts afte r im p l ementation of softwa r e . Maintain c lose int erac ti on with customers to address issues a nd gather future requiremen t s . Revie w custo mer requirements with the Research and Development t eams. Ensure good c us tome r r elationships by following up on correc t ive a c t ions a n d soliciting feedback on t heir sup p ort expe r ience .
Quality Assurance Responsibilities:
P r ovide highest quality service and c us tomer s atisfac ti on by ma i ntaining ISO 9001 st andards . Install and test new re l ease s of so ftware. Perfo r m system testing in a lab e nvironmen t and stress t esting at custo mer sit es . Respons i ble for guid i ng customers t hr ough the tro u bleshooting p r oces s .
C r eate product training programs f o r i nt ernal r esou r ces and c u stome r s . Conduct t r ain i ng s essions locally and at customer s it es. Create d customer specif i c documentatio n and pr ocedural manuals.
Team Leader Responsibilities:
Manage and track the Production Release Process of WarehousePRO. Monitor system testing to fulfill quality standards and customer satisfaction. Plan and monitor customer support activities required for the responsibility of customer account maintenance, including installation of software upgrades. Communicate customer needs for consideration in system development and enhancement . Provide guidelines for the customer support team.
The Facility Group, Inc., Smyrna, GA Legal/Purchasing Secretary April, 1995 – January, 1996
Prepared legal documents and maintained contracts for in-house lawyer . Maintained customer database and prepared purchase orders.
Rosser International, Inc., GA Executive Secretary May, 1994 – April, 1995
Managed schedule for President of Criminal Justice including appointments, travel arrangements, and all correspondence. Prepared and distributed proposals and assisted Marketing Coordinator in creating company brochures.
Georgia Temp Agency and Pro Staffing Temporary Agency, GA Secretary November, 1993 – April, 1994
Performed administrative duties on various job assignments to include auditing, data entry, training, and billing.
Kern County Superintendent of Schools, Bakersfield, CA Word Processing Specialist I July, 1990 – October, 1993
Transcribed psychiatric reports. Desktop Publishing to include creating flyers, newsletters, booklets and school district rosters.
Employers Training Resource, Bakersfield, CA Data Entry Operator July, 1989 – July, 1990
Data entry for grant approvals and client files. Performed client reviews and routine follow-up after job placement .
Bakersfield Community College Business Administration, A . A . , 1992 Southern Polytechnic University Computer Science – Presently enrolled to attain a BS degree in Computer Science Additional Training: Several Communication Courses, Cognos Reporting Software, ISO 9001
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