Customer Service High School
Resume:
Nicole C. Collier
Cypress, CA *****
Cell: 714-***-****
Email: **********@*******.***
OBJECTIVE:
I am seeking a challenging opportunity that will fully utilize my extensive customer service
experience.
PROFESSIONAL SUMMARY:
• Assisted and worked in a Nationwide Call Center
• Highly organized with proven leadership skills
• Excellent verbal and written communication skills
• An energetic self-starter
• Strong interpersonal skills and customer service commitment
• Over 10 years of excellent Customer Service
• Assisted as internal sales-support
• Successfully cooperated with Field Sales Team
• Gave product demos for end-users
SYSTEMS KNOWLEDGE:
Microsoft Project, Excel, Word, Microsoft Outlook, Windows 7, Magic, WebEx, Zeacom,
CaseLink, Salesforce, SQL Server, ZenDesk, JustEnough Inventory Tracking System, Promotion
Execution, Deal Management, SQA Manager, SQA Robot, ESP, Test Track Pro, Right Now,
Salesforce, Adobe InDesign, Contactual, Mantis, Media Compass
PROFESSIONAL EXPERIENCE:
PB Systems, Irvine, CA February 2014 - December 2014
Customer Support Analyst
• Support and Analyze issues as reported by Users Media Compass
• Document all phone and email cases in detail with steps to reproduce and resolution
• Work with development in resolving bugs
• Enter and track customer enhancement requests
Bankruptcy Management Systems, Irvine, CA December 2012 to January 2014
Customer Support Analyst
• Support and Analyze issues as reported by Administrative Users for CaseLink
• Document all phone and email cases in detail with steps to reproduce and resolution
• Provide upgrade support to clients
• Work with development in resolving bugs
• Enter and track customer enhancement requests
JustEnough, Newport Beach, CA April 2012 to September 2012
Customer Support Analyst
• Participate in feature set and defect elimination planning meetings
• Provide assistance in replicating and testing software anomalies reported by consultants
and field personnel
• Support and Analyze issues as reported by Administrative Users for Enterprise Software
• Enter and track customer enhancement request
• Document all phone and email cases in detail with steps to reproduce and resolution in
ZenDesk CRM
DemandTec (formerly Connect3 Systems), Cerritos CA September 2004 to March 2012
Customer Support Team Leader
• Participate in feature set and defect elimination planning meetings
• Create End User's Guide, online Help and release notes for newly released applications
• Provide assistance in replicating and testing software anomalies reported by consultants
and field personnel
• Provide in house training to new staff and business partners in the usage of company
created software
• Support and Analyze issues as reported by Administrative Users for Enterprise Software
• Onsite Support to Customers
• Support Sales Staff
• Assist Call Center Representatives for Nationwide Call Center
• Enter and track customer enhancement request
• Document all phone and email cases in detail with steps to reproduce and resolution in
Salesforce CRM
Connect3 Systems, Cerritos CA June 2000 – September 2004
Quality Assurance
• Create Test Plans for new applications as they are under development
• Execute Tests across all supported operating systems and database platforms
• Execute Tests on Web Based Applications
• Track defects through their life cycle of reported to resolved using SQA
• Regressively test legacy applications as new modules or data schemas are introduced.
• Participate in feature set and defect elimination planning meetings
• Create User's Guide, online Help and release notes for newly released applications
• Provide first line of Technical Support for customers, tracking reported incidents in "ESP"
until resolved
• Provide assistance in replicating and testing software anomalies reported by consultants
and field personnel
• Provide in house training to new staff and business partners in the usage of company
created software
EDUCATION:
Western High School, Anaheim, CA - High School Diploma
Contact this candidate