Yyyyyy x. yyyyyy

xxx-xxx-xxxx                                                                                                              abc@xyz.com

Profile

 

Performance-driven professional with strong experience in administrative operations and customer service in diverse industries ~ Solid background in diverse administrative functions ranging from accounting, payroll,  financial reporting, and event planning/coordination to personnel records management, benefits/compensation administration and database maintenance ~ Dynamic strategic planning, organization and prioritization skills instrumental to optimizing efficiency and productivity ~ Motivating leader with extensive experience in training, developing and leading staff ~ MBA, Project Management in progress ~ Advanced computer skills

 

EDUCATION

 

Capella University, St. Paul, MN

MBA, Project Management, in progress

 

Davenport University Dearborn MI

Bachelor Degree Business Administration/Self-Directed Management, 2003

 

Highland Park Community College, Highland Park MI

Associate Degree Applied Science in Surgical Technology, 1993

 

PROFESSIONAL EXPERIENCE

 

SHAW INDUSTRIES C Promotional Goods Specialist (2007-Current)                                              2005-Present

         Promoted from Customer Support Administrator position (2005-2007), with responsibilities similar to prior positions, to assume accountability for product, administrative and customer service functions

         Provide quality administrative support to sales, marketing and customer service management teams, including order processing, correspondence production, and general accounting

         Actively work with sales department in establishing client base/sales territories

         Collaborate in coaching, training and developing Customer Service Representatives

         Go-To person for strategically troubleshooting and resolving escalated customer issues beyond scope of Customer Specialist skill level and provide advanced customer support on order issues from processing and delivery through claims and returns  to maximize client satisfaction

          Effectively interface with customers to explain financing and payment plans, account balances, freight charges, shipment rates, and related issues associated with full scope of order processing

         Competitively price promotional items to move discontinued, damaged, obsolete, and special items

         Efficiently control inventory to maintain optimal stock levels while containing overhead costs efficiently use inventory records to verify product availability

         Proficiently manage customer claims and returns

 

DPM CONSULTANT C Customer Support Administrator                                                                  2004-2005

THE GALE GROUP C Technical Support Analyst/Team Lead                                                           2001-2004

         At The Gale Group, trained all new representatives and mentored the team in the use of the Intellitrack system, Siebel Support, and use and accurate upkeep of all databases.

         For DPM, collaborated with internal staff to create and develop the customer relationship management system.

         For both employers:

          Analyze needs of customers and serve as the initial point of contact for resolution of customer issues/concerns.

          Provided exceptional problem analysis, troubleshooting and technical support for customers in incoming/outbound call center environments.

          Owned all customer problems and complaints from inception through resolution to the customer s satisfaction.

          Set goals and met all established quantity and quality standards.

          Accountable for all orders, records management, report preparation through online database tools, including online usage statistic for customers.

          Managed Microsoft Excel spreadsheet as a personal tracking tool to account for unresolved issues for consistent follow through.

         Achievements: Recognized numerous times for meeting or exceeding all targeted goals.

 

 

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La'Vanchy Johnson                                                                                                                                                       Page 2 of 2

 

 

PREFERRED SOLUTIONS C Administrative Assistant                                                                      1999-2001

         Applied problem-solving and vital documentation talents toward providing HR support for all personnel.

         Provided professional management of the master calendar, recordkeeping, travel arrangements, payroll management, and preparation of various reports for management.

         Monitored, prepared and submitted weekly attendance reports for proper workforce planning.

         Employed confidential document handling skills to managing time sheets including data entry, maintaining personnel information files, leave requests, and resolving employee pay and benefit issues.

         Coordinated the logistics of the vehicle fleet and ensured continued maintenance, licensing and other vehicle use requirements.

         Demonstrated exceptional organizational skills managing multiple calendars, scheduling meetings and organizing meetings and events.

         Achievements: Designed, developed and implemented a new charting system and filing process that reduced errors by 30% for value added profitability.

 

K-MART C HelpDesk/Call Center/Team Lead                                                                                            1999

         Acted as remote System Administrator in setting up TCP/IP addresses, password/group management, and diagnosing/resolving network connectivity and hardware/software problems in a fast paced call center serving internal customers.

         Referred all escalated issues to the IT team.

         Implemented all internal standards, policies and procedures in the logging and tracking of customer calls for follow through.

         Fostered a collaborative team environment through excellent communication and interpersonal skills.

         Achievement: Guided the team in the use of internal controls and standards to maximize team effectiveness.

 

HARPER WOOD CNational Tech Team                                                                                            1996-1999

         Demonstrated excellent communication skills in providing technical support to UPS customers.

         Applied technical expertise to batch processing, ensuring Ethernet connectivity, downloading and creating new system files, and setting up remote access for the Tech Team.

         Worked closely with customers, both verbally and in writing, on system use, performance and operational issues, assuring that all issues were resolved satisfactorily.

 

 

Technical Skills

 

Training: Computer Learning Center, Madison Heights MI, Technical Support, Information, 1997

 

Skills: MS Word, PowerPoint, Excel, Lotus Notes, JD EDWARDS, SCOPUS, SEIBEL, AS400, Windows 2000/XP/98, GroupWise, Online Professional UPS, HEAT, Vantive