Carol Campbell

**** ******* ***** *****

Kernersville, NC 27284

336-***-****

336-***-****

acrn89@r.postjobfree.com

I am writing to express my interest in postion you have posted. My attached resume highlights my broad range of experience and qualifications that closely align with the position description.

My accumulated experiences focus on my ability to gather data from a range of sources and apply that information to developing plans for both the short and long term in a variety of business segments. My work has included interacting with all levels in an organization, providing timely updates on key trending data, anticipating changes that may be needed to accomplish goals and utilization of a variety of software tools that have included advanced use of Excel and proprietary report-writing software.

The position is attractive to me because it does require excellent analytical and thinking skills, the ability to communicate and your advertised need of having the ability to “operate effectively in a fast-paced, constantly changing environment” .I would appreciate an opportunity to learn more about your organization and the position I believe my experiences and track record make me an excellent fit for this opportunity. Please feel free to contact me via phone or email at a time of your convenience to discuss my background as well as the requirements for the role.

Sincerely,

Carol Campbell

Carol Campbell (Della Caroline Campbell)

Carol Campbell

(Della Caroline Campbell)

4567 Brimmer Place Drive

Kernersville, NC 27284

336-***-****

acrn89@r.postjobfree.com

Summary of Qualifications

Talented Analyst with exceptional background utilizing data from diverse financial and information systems to build tools and forecasting models that remarkably improve organizational decision making capabilities resulting in increased profitability. I have a Demonstrated track record providing comprehensive, budgeting, and analysis to senior management at Fortune 500 organizations. I am a skilled communicator, able to build strong working relationships with coworkers and clients. Possess solid computer skills. Microsoft Excel, Access, Powerpoint, Word, Microsoft Office,Microsoft Window, Adobe PhotoShopExcellent working knowledge of Technologies/applications: Siebel selling system, Voice Response system, Genesys, CMS, Siebel Marketing and Analytics, SAP, Microstrategy, FSR STAR2,Sales pad, Master files, CRS, and other applications.

More than 13 years of successful Call Center experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, an ability to quickly resolve issues and develop relationships, customer focused, detail oriented/ analytical thinking with strong business knowledge.

Ability to take initiative and follow-up independently, Excellent interpersonal/organizational skills,and a proven ability to multi-task work under stressful time constraints and able to analyze and solve problems with varying degrees of complexity and always a team player, acknowledged as “Total Quality Customer Service Professional.

Professional Experience

PepsiCo 2002-2015

8 Years Sales Operation System Analyst/FIT testing

2 Years Customer Care / Delivery Operation Analyst

3 Years Sales Coordinator/ Account Acquisition Associate Analyst

1 Year Customer Management SR Associate Analyst

Mothers Works Inc. 1994-2002

6 Years Store Manager

2 Years Assistant Store Manager

Sales Operation System Analyst/FIT testing

Conducted usability testing and post-deployment evaluations to measure user experience success.

Used site analytics and metrics to define and monitor success.

Maintained high departmental standards for quality and productivity metrics.

Compiled and accurately entered electronic data.

Develops test strategy, test plans, and test cases for simultaneous, and potentially complex, projects and usability reviews to prepare and coordinate business requirements & specifications, then submit the request(s) for programming changes

Tested Oracle middleware applications and logical access controls systems.

Researched and recommended network and data communications hardware and software.

Documented all server and network problems and other unusual events in detail.

Served as a liaison between the user community and software providers

Fostered an environment which encouraged continual process improvements.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Met or exceeded service and quality standards every review period

Researched and recommended network and data communications hardware and software.

Customer Management SR Associate

Analyzed and reported weekly on customer activity, business trends, and areas of concern.

Obtained and evaluated credit information about prospective customers.

Created periodic reports comparing budgeted costs to actual costs.

Proactively researched technical tax issues related to consulting projects.

Analyzed and researched reporting issues to improve accounting operations procedures.

Analyzed monthly corporate reports. Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Maintained a central database of key contacts, risk ratings, financial impact and key issues.

Collected and reported monthly expense variances and explanations.

Drafted the complete annual audit reports including all footnote disclosures.

Prepared financial pages for presentation to senior management.

Maintained accurate records of past due customer account activity.

Maintained up-to-date knowledge of product and service changes.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction

Effective liaison between customers and internal departments. Solved unresolved customer issues

Documented all server and network problems and other unusual events in detail.

Served as a liaison between the user community and software providers

Fostered an environment which encouraged continual process improvements.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Met or exceeded service and quality standards every review period

Accurately documented, researched and resolved customer service issues.

Customer Care / Delivery Operation Analyst

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referred unresolved customer grievances to designated departments for further investigation.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Managed high call volume with tact and professionalism.

Acted professionally and patiently when addressing negative customer feedback.

Met or exceeded service and quality standards every review period.

Gathered and verified all required customer information for tracking purposes.

Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched and resolved customer service issues.

Effectively managed a high-volume of inbound and outbound customer calls.

Sales Coordinator/ Account Acquisition

Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously.

Accurately documented, researched and resolved customer service issues.

Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Built client relationships by acting as the liaison between the customer service and sales teams.

Customer Follow-up ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Implemented marketing strategies

Answered product questions with up-to-date knowledge of sales and promotions.

Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

Acted professionally and patiently when addressing negative customer feedback.

Provided incentive to increase productivity by offering employees awards for best customer service.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Adhered to all confidentiality requirements at all times.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Personal and Software Skills

Creative problem solver

Exceptional communication skills

Quick learner

Multi-tasking

Accurate and detailed

Flexible

Extremely organized

Calm and works well under pressure

Strong problem solving aptitude

Excellent time management skills

Detail-oriented

Project management

Workflow analysis

Self-sufficient

Extremely organized

Calm under pressure

Analytical thinker

Exceptional attention to detail

Excellent interpersonal skills

Excellent planner and coordinator

Customer service-oriented

Financial reporting

Data interpretation and analysis

Committed to maintaining data integrity

Process improvement specialist

Effective workflow management

Project development and life cycle Management information systems

MS Office expert Microsoft Office Suite

Microsoft Office expert Outlook, Word and Excel

SAP and ERP system knowledge

Customer Relationship Management Software (CRM)

Access, PowerPoint,, Adobe Photoshop

Excellent working knowledge of Technologies/ Oracle Siebel selling system, Voice Response system, Genesys, CMS, Siebel Marketing, IPro, Analytics, SAP, Micro strategy, FSR STAR2,Sales pad, Master files, CRS, POS and other PepsiCo applications.

Education

Forsyth Technical Community College

References

Professional References:

Keith Richardson 336-***-**** Customer Management SR Associate

Relationship: Co-Worker at PepsiCo since June 2002.

Noemi Alcantara 336-***-**** Account Acquisition

Relationship: Co-Worker at PepsiCo since July 2005.

Heidi Sipes 336-***-**** Customer Management SR Associate

Relationship: Co-Worker at PepsiCo since April 2013

Personal References:

Amy Colona 336-***-**** Teacher and Scout Leader

Relationship: Co-Scout Leader since August 2008

Elizabeth Hawks 336-***-**** VA Analyst

Relationship: Friend since May 201

Donna Byrd 336-***-**** Homeschool Mom

Relationship: Friend since 1997

Contact this candidate