Customer Service Training

MARION E. JENNINGS

*** ****** *****, *** *******, PA 17557

717-***-**** ● 717-***-**** (C)

************@*****.***

Objective An Administrative or related Business Support position where I will utilize my

background in Customer Service/Marketing/Writing to handle multiple projects,

support business operations, and promote growth of customer relationships.

Profile Administrative Functions Project Management Customer Service

Problem Solving Technical Publishing Interpersonal Skills

Experience CNH LLC, New Holland, PA (12+ years)

A multi-billion dollar global agricultural equipment manufacturer

Special Projects Assistant: Served in Training Department. Refined 20 raw training

materials into a polished Microsoft PowerPoint document and published Web Based

Training system. Collected and processed statistics on technical publication usage into

monthly managerial reports using 6,852 subscriptions. Operated 2 email-based help

service addresses for training system with average of 100 emails per month. Organized

logistics behind 2 on-site training events weekly for 8 to 75 attendees as well as 25

trainers. Managed and verified monthly physical inventory for average of 77 units.

Tracked 2,407 units from 11 training sites in North America. Conducted initial list

maintenance project for 2,500 students. Continued with monthly list maintenance for

average of 178 students each month. Was contracted through OneTouchPoint- CCI,

Hartland, WI.

Publications Specialist: Completed wide variety of administrative tasks with accuracy

and efficiency. Provided quality customer service while assisting in publication of

technical documents. Helped to prepare for training sessions and handled warranty

claims. Was contracted through GGS Technical Publication, York, PA.

• Administration: Produced and posted month-end reports. Developed /organized

departmental procedures into 163-section “How To” reference book. Organized and

maintained department library of over 2,000 technical manuals; compiled 30-

chapter customized Reference Guide to New Employee Startup. Transcribed

sensitive/confidential reports and correspondence. Coordinated global meetings for

100+ department management engineers and specialists.

• Customer Service: Tracked and coordinated emergency technical assistance via

telephone and email to 100 Area Service Managers (ASMs) and 3,000 dealers.

Monitored 150 to 200 incoming concerns for timely resolution (short- and long-

term). Provided access to ASIST screens.

• Technical Publications: Developed in excess of 2,000 pages of user instructions

for 3,000 dealers/external users, 100 ASMs, 75 Product Support personnel. Drafted

instructions on topics including but not limited to: How to Use the Applix Contact

Management System (CMS), ASIST 2001 Web-Enabled-Screens, Access CSS

Summaries via PDA’s, Warranty Information Tool (WIT) Applix Guide, and

PARTECH for service parts concerns.

MARION E. JENNINGS Page 2

Publications Specialist (cont’d.):

• Training: Generated PowerPoint presentation templates, utilized by Technical

Services team members for monthly reports and yearly training sessions. Assisted

25 internal personnel on use of MS programs, Applix/ASIST, Full Shot, PDA usage,

and in digital camera downloading. Participated actively in annual technical school

as student of equipment being manufactured.

• Warranty Administration: Managed and processed up to 80 policy claims daily

from national base of over 3,000 dealers.

• Web Development: Originated, modified, and posted web pages to company

Intranet. Created links to other web pages where appropriate. Posted instructions

and other documents to 50-page department website for internal use.

TECHNOMIC PUBLISHING CO., INC., Lancaster, PA (3+ years)

An international publisher of scientific and technical books and journals with $8MM in annual

sales and 60 employees.

Mailing Services/Customer Service Manager: Supervised and trained 2 clerks.

Coordinated work of 4 marketing department employees in retail/sale. Oversaw

distribution of mailing lists from database of 120,000 customers’ names. Drafted

monthly report for management on current subscriptions for over 18 journals. Processed

up to 20 purchase orders daily and as many as 75 cash order transactions each day for

books and journal subscriptions. Resolved customer concerns and tracked sales

potential.

Software Microsoft Office Professional Plus 2010, Adobe Acrobat Professional, Windows XP,

Macintosh, Full Shot Professional, Applix (Customer Database Manager), SAP, and

proprietary software.

Education Business Management Diploma, Elizabethtown College, Elizabethtown, PA

Bachelor of Arts, Elementary Education, Parsons College, Fairfield, IA

Noteworthy Member, International Association of Administrative Professionals

Lancaster Mediation Training, Lancaster, PA

Outward Bound, 2-week Leadership Training Program (Survival-based team building)

References Available Upon Request

Contact this candidate