acptqw@r.postjobfree.com 832-***-****

Johanna Swan

Accomplishments

• Combined 20 plus years Customer Service Experience

• 15 plus years Call Center Experience, including corporate venues such as GMAC and

Southwest Airlines

• An Associate’s Degree in Business Administration

• Familiar and able to use the Internet to maximum efficiency

Proficient in the use of Microsoft Operating Systems, as well as some SAP, Peoplesoft,

Citrix, Reynolds and Reynolds, ADP, Microsoft Office and Paychex.

Data Entry 10 Key Field Accuracy Percentage: 95% 38 out of 40

Keystrokes per hour 8619 Adjusted Keystrokes per Hour 8532 Keystrokes Accuracy

Percentage 99%

Honorable US Army Discharge

EDS training

Professional Experience

• Sutherland Global Services – February 2014

Technical Support Consultant for AT& T Digital Life, training in software and

internet navigation, Customer Service, Call Center Environment. I have advanced

to manager position four months after start in Feb 2014, proceeded to work for

Mortgage Contract Services, Veterans Choice Program, and in February 2015

working with Healthfirst Medical Insurance program.

• PWM Electronic Signs October 2013

• Accounts Receivable, accounting correspondence, general office assistant,

including phones, postage machine, scanning into system, maintaining several Excel

Spreadsheets. Additionally, trained to back up in sales support, ordering/purchase

orders.

• Southwest Airlines -Customer Service and Support April 4 2011 to April 2013

• Proficient navigation of SWA operating systems, including Qik, OTIS, Cirrus, SWA

LIFE. Call Center environment, integrated phone, computer and corporate support web

system to provide Customer Service beyond expectations.

• Use of Microsoft Operating Systems and Microsoft Office, QIK, computer

interaction

• David McDavid /Asbury Automotive 6/2008 to 10/2010

• Administrative Support, Compliance, Accounting Support, monthly

statements/accounts receivable. Computer data entry

•

• ISI Commercial Refrigeration Customer Service, Administrative Support 6/2007 - 6/2008

• Computer processing, mainly telephone and customer interaction, project

scheduling. Maintain projects from initial sales order to final delivery to the client through

update and scheduling, interaction with the sales executive and the clientele. Perform a

variety of clerical and administrative duties, issuing purchase orders, putting together and

ordering equipment, bid assembling, invoicing. Take initiative on projects and anticipate

future needs of executives or clients.

• Hayes Truck Group Finance Administrator 10/2004 - 6/2007

• Office administrator and sales administrative support, set appointments, loan

process from credit application to deliveries, oversee customer financial services activity

in the dealership, maintain data base for inventory and sales journals, interaction with

customers and lenders. Process and assist Salespeople, Sales/Floor Managers with

financial transactions.

•

• GMAC Admin Customer Support 11/1993 - 10/2004

• Customer Service /Administrative Specialist, contracts and loan processing,

advising of policies and procedures, dealer conferencing, special projects, processing

correspondence by email, as well as fax and conventional mail, research & review

accounts, Microsoft operating systems, Office, Publisher, PowerPoint, and Lotus Notes.

Leasing and Inventory activities management as well.

Programming and Software Skills

Microsoft Visual Basic, HTML, Microsoft Office, Microsoft Windows, Adobe PhotoShop and

Illustrator

Education

Associates Degree in Business Administration 3.98 GPA

US Army Training Signal Corp Communications Radiotelephone Operator

High School Diploma

References

Elizabeth Annette Garrido

Manager

Sutherland Global Services

Donna Gray

Ally Account Servicing

Process Support T +248-***-**** M +248-***-**** acptqw@r.postjobfree.com

Lacey Garrett

Co Worker Southwest Airlines

682-***-****

Belinda Lowry

ISI Commercial Refrigeration Inc.

Human Resource Manager 214-***-****

Courtney Land

R&H Supply International Division

281-***-****

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