Malika Hope Givens

*** *. ********, *********, ** 73108

405-***-**** + acd82a@r.postjobfree.com

Employment Experience

Seagate Technology - Oklahoma City, OK

SSC Order Manager: June 2012 - Present

Responsible for entering orders, reconciliation of customer accounts,

analyzing credit/debit activities, resolving discrepancy issues and

provides support to the Americas SSC Account Management team.

. Maintained complete knowledge and understanding of key customers

expectations.

. Managed the control of high returns to enable the engineering team to

analyze and propose plans to help reduce unnecessary returns.

. Experienced in working cross culturally with a wide variety of

individuals and organizations.

. Cross trained in all areas of order management to serve as a backup

across all functions.

. Utilized internal system for data/reporting purposes.

. Act in place of the Account Manager when needed.

SSC Customer Service Coordinator: July 2009 - June 2012

Responsible for entering orders as well as provide support to the Seagate

Retail Customers.

. Provides timely and concise communication of Seagate products and

provide the information to their assigned accounts.

. Complete accountability of issues/concerns tracking to conclusion and

a demonstration of leadership position for effective teamwork.

. Processing time sensitive information by effectively communicating

through email, fax and phone.

. Creates Return Merchandise Authorization (RMA) for companies such as

Costco, Wal-Mart, and Staples

Sprint Nextel - Oklahoma City, OK

Technical Support Specialist: October 2007 - December 2008

Responsible for answering to telephone, written or Internet-based inquiries

of a technical or complex nature regarding company products.

. Recommend solutions to customer application questions which may

require follow-up and/or escalation to a higher level of expertise

. Maintain customer service logs

Startek USA, Inc - Petersburg, VA

Customer Support Specialist: January 2006-January 2007

. Answer high volume customer call inquiries and requests regarding

accounts, products, rates and services provided by Verizon Wireless

. Adhere to established CSS procedures and guidelines while providing

quality customer service to meet and exceed department standards

. Perform additional duties as requested by management

District 19 CSB - Petersburg, VA

Prevention Data Clerk: August 2005 - December 2005

. Input Data into the PBPS (local Intranet) system

. Collect, manage, and organize the activity data sheets for the

prevention specialist

. Schedule trainings and information to assist the prevention specialist

with data input

Bureau of Land Management - Carson City, NV

Range Weed Technician: 06/03 - 08/03 (Summer Internship)

. Utilized a Global Positioning System to input the location of

noxious weeds

. Manage Arc View to bring up the data, and make useful maps, to present

to the chemical sprayers.

Education & Affiliations

B.S., Agriculture Business, Virginia State University, 2007

Vice - President, M.A.N.R.R.S. (Minorities in Agriculture Natural Resources

and Related Sciences) 2005-2006. Parliamentarian, 2006-2007 - Secretary,

PELC 78- (Petersburg Extension Leadership Committee) 2006-2007 - 4-H Adult

Volunteer Leader - 4-H Volunteer Leaders Association Southeastern

SUMMARY OF KEY ACCOMPLISHMENTS

. Used expertise in program-implementation and project leadership to

successfully create and develop a process which resulted in an

increase of additional volunteers and community service exercises.

. Developed and organized a record keeping system which resulted in

fewer man hours, accurate records, and cost savings.

. Customer relations, data and metric collection, service coordination,

strategic planning, inventory analysis, and quality assurance.

Areas of Expertise MS Word - Power Point - Excel - Publisher - Outlook -

Lotus Notes - MS Windows 98 - XP - Vista - Windows 7 -Data Entry - 10 Key -

Multi-Line Phone Systems - ARCGIS - Global Positioning Systems - Problem

solving - Goal Setting - Team Leading/Motivating - Inventory Management

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