Solutions Consultant Implementation Specialist

Teresa Duke

Summary of Qualifications:

Proficiency in Excel (creating pivot tables to predict patterns), communication and computer skills, management, solutions consultant, analyze business processes, identify client issues and solving, complaints and education of the client, website consultant, utilized multiple applications to assist customers and agents.

Proficient with HR responsibilities.

Skills:

Creative Writing and Editing skills

Research and analytical skills

More than 15 yrs. utilizing various software programs ( Excel, Word, Salesforce, SAP, Adobe Photoshop)

Professional writer

Excellent Spelling, Grammar and Punctuation

Google Search

Social Media

Great Attention to Detail

Time Management

Pivot Tables

Spreadsheets

Education:

Concordia Lutheran College, Austin, Texas

B. A. Degree in Communications

Employment history:

CDK Global - Austin, TX July 2019 to Present

Implementation Specialist/ Client Account Representative

Remotely manage car dealership’s parts inventory through the Cash Discovery Program.

Independently work with Parts Managers to identify data issues and troubleshoot website errors.

Took care of customers tickets through Salesforce.

Manage inbound and outbound phone calls and emails addressing client needs.

Compile dealerships monthly reports on gross profits.

Provide excellent customer service to CDP and PartsVoice clients.

Work with internal departments to create and maintain CDP accounts.

Assist team with streamlining procedures and Confluence documentation

eBay Sept 2018 to Current

Customer Service Advocate

Assist Customers with phone and email inquiries about order status, payments, refunds and site operation, as well as provide information about eBay products and services

Serve as a liaison between Customers and other departments to communicate information

Use common Customer feedback to identify opportunities to continuously improve the Customer Experience

Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience

Ability to think creatively and use various methods in problem solving; ability to anticipate and resolve problems

Work on different product or process pilots focused on improving Customer Experience

Use a consultative selling approach; provide current & potential Customer/s with pricing and effectively close the sale

Assure quality and accurate representation of products; represent the company professionally and ensure that potential Customers have an exceptional experience

Thrive with the support of your teammates in daily/weekly meetings and fun team challenges

Develop top performer Customer Service & Sales skills with our training and development program

February to September 2018 - Co,Author of a full length- length book on a historical figure, "Jesse James The Truth", ( in publication phase), Inner Traditions Publishers. 2018.

Apple Via Volt Technical – Austin, Texas October 2017 to February 2018

Order Review Specialist

Reviewed business purchase orders.

Communicated with internal sales team regarding missing information on purchase order

Took care of customers tickets through Salesforce.

Sears – Round Rock, TX May 31, 2017 to October 2017

Fraud Prevention Rep

Receives inbound calls from customers, the web center and internal business unit

Makes outbound calls and sends email correspondence to verify customer purchases

Complies with all applicable laws, regulations, policies and procedures

Works orders appearing in the queues assigned specifically to the Fraud Prevention Representative

Handles other high-risk orders transferred from other areas within the Company

Refers specific orders to Managers for approval as required

Apple Computer (contract position through Volt Technical) September 2016 to May 2017

IOS Tech Support – Austin, TX

Effectively answer inbound calls and resolve queries and concerns of callers

Answered telephone inquiries on products, and services

Use the appropriate way to deal with different behavior and types of customers on telephone

Research required information using available resources

provide customers with product and service information

Troubleshoot and resolve system issues as they arise

Strong ability to solve problems

Provide technical support to Customers, liaising directly with them to investigate and resolve queries.

Responsible for answering incoming calls regarding technical questions and problem resolution related to Apple products

Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations

Arranged for repair and replacement of defective items covered by warranty.

Use the appropriate way to deal with different behavior and types of customers on telephone

Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary

Apple Computer Inc. (contract position through Mind lance Inc.) May 2014 to November 2014

Call director – Austin, TX

Answering customer enquiries or passing them on to another

Giving information and helping to solve problems

Handling complaints and passing them on to a manager if required

Entering customer information onto a computer database

Financial Corporation of America December 2012 to May 2014

IT Support- Austin, Texas

Data management and entry

Clerical help with filing, scanning and sorting of medical records

Followed up on missing documentation

Managed electronic health record files

KPI Analytics February 2012 to June 2012

Inside Sales Account Executive - Austin, Texas

Made prospecting telephone calls for the client to obtain pre-sale leads

and create product or service exposure

Managed assigned territories through maintaining customer relations

Emphasized features and benefits of represented product

Harte Hanks (Direct Hire through company) April 2010 to February 2012

Solutions Consultant/Trainer Software

Analyze business processes related to gathering functional requirements and the needs of the customer and consult clients on shipping software solutions.

Performed basic technical and account operations.

Identify client’s issues, complaints, or possible points of contention and educated client as needed.

Communicate the status of service request and feature implementation on a per account basis,

Website consultant.

Providing solutions to maximize FedEx’s effectiveness, Assisting in set up and training of new customers, answering customer’s questions about products and services.

Assessing FedEx business shipping and invoice possesses provided software solutions based on that assessment.

Involved with the consulting of our services and building relationships with customers by understanding their needs and providing valued and cost-effective solutions.

Trained people on a wide range of web based shipping solutions. Conducted corporate webinar trainings.

Measured how well students were absorbing the material and adjusted training pace accordingly.

Gained knowledge of work situations requiring training to better understand shipping products, policies, procedures, regulations and technologies. Handled client appointments as needed.

Utilized multiple call center applications to efficiently assist customers and agents.

Promoted services offered by the company and answered questions about products and services. Scheduled meetings remote into client desktops.

Digital Motorworks, Inc, Austin, Texas Supervisor, Jonathon Werhing December 2007-2009

Technology Navigators (staffing agency and then hired on as permanent)

Managed sales and service data for car dealerships.

Collected and managed inventory data, analyzed information, Collected data on a daily basis from over 18,000 dealerships and translated the data into a consistent and readable format

Apple Computers, Austin, Texas (Volt Staffing Agency (Temporary work) 2005-2007

Customer Service Representative

Responsible for inbound calls and facilitating post-sales activities, processing payments, tracking shipments, resolving billing issues, answering general order inquiries and providing high-level customer service in a fast pasted environment.

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