Manager Customer Service

Rachel Shields

*** ********* **.

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

Leander, TX Mobile:

325-***-****

HIGHLIGHTS OF QUALIFICATIONS

- 8 years experience in customer service

- 7 years supervisory/management/mentoring experience

- Proven ability to excel in any work environment and complete any

project

- Team Leadership, Multi-Tasking, Schedule Administration, Attention

to

Detail, Organizational Skills

PROFESSIONAL EXPERIENCE

May 2010 - Present Volusion

ON-BOARDING COACH LEVEL II

. Hired specifically to help define responsibilities, develop processes,

procedures, and best practices for on-boarding coach role to provide

the highest level of support to customers

. Created training material for new on-boarding coaches who are

constantly praised for their software knowledge and telephone

etiquette

. Familiarize merchants with Volusion ecommerce software and resources;

helped increase gold package sales to 45% of total Sales dept revenue

. Analyze workflow and implement changes to improve daily operations

. Created OBC FAQs document for both customer and internal distribution

that effectively decreased customer calls and frustration

Feb 2007 - May 2010 Rackspace, San Antonio, TX

LINUX ACCOUNT MANAGER LEVEL II

. Managed 200+ accounts/$350,000 total monthly revenue

. Mentor and train new account managers; helped ensure their success in

the role

. Focal point for scheduling all customer project/upgrade maintenances

and server cabinet migrations; success rate of 100% for project

completion

. Led conference calls and meetings to facilitate server configuration

management

. Identified non-existent, broken, or inefficient processes; improved

customer satisfaction

Jan 2006 - Feb 2007 7th Communications Squadron, Dyess AFB, TX

NETWORK APPLICATIONS SUPERVISOR/MANAGER

. Directed/managed AFB web design; administered restricted websites and

ensured compliance with DoD regulations

. Responsible for maintaining/trouble-shooting/updating 90+ web

pages/links

. Managed/supervised/trained Applications work center personnel; led

them to a superior rating during squadron inspection

Sep 2003 - Feb 2007 7th Communications Squadron, Dyess AFB, TX

FACILITY MANAGER

. Responsible for managing work facility used by 60 employees

. Coordinated with Civil Engineering and squadron leadership to submit

work orders for building maintenance and electrical/structural

modifications

. Ensured completion of all submitted project requests

. Anticipated problems before occurrence; initiated work orders to

correct existing and/or potential safety hazards

Sep 2003 - Dec 2005 7th Communications Squadron, Dyess AFB, TX

NETWORK OPERATIONS SUPERVISOR/MANAGER

. Trained employees how to create computer, user, and e-mail accounts in

accordance with standards

. Managed work center of 12 employees

. Administered 24/7 schedule; ensured 100% Network Operations coverage

EDUCATION

. University of Texas at Austin, '95 - '97

. Community College of the Air Force

. St. Edward's University - Currently enrolled in Bachelor of Arts

program, major in Organizational Communication

TRAINING

Lean Six Sigma Training

Account Manager Methodology Course

Windows Server 2K3 Active Directory Implementation

United States Air Force, April 1998 - Jun 2006

? Communications-Computer Systems Operator

? Leadership & Management Training

Contact this candidate