ALICIA S. WARREN

*** ***** *****, #**** ~ Texarkana, Arkansas 71854

903-***-****

abhthe@r.postjobfree.com

QUALIFICATIONS SUMMARY

Customer Operations ~ Help Desk ~ Business Management

Performance-driven Business Management professional with in depth

experience along with expertise in customer service operations and team

leadership across retail and non-profit organizations. Adept at

conceptualizing solutions for complex problems. Utilizes proactive

management and strong leadership techniques resulting in customer loyalty

and management satisfaction. Recipient of Best Buy Rewards and Librarian

Employee of the Month; achieved top employee of the year status with Best

Buy.

PROFESSIONAL EXPERIENCE

BEST BUY, Houston, Texas 2006 - present

Digital Tech Associate

. Tracked and monitored customer service incidents escalating critical

issues to leadership team for efficient response and support.

. Led day-to-day operations for help desk and technical support.

. Performed training for customers and employees across product offerings

and services. (computers, camera, mp3 players)

. Monitored procedures providing research, analysis, and communication to

team members and customers. Instrumental in supporting performance

management development.

. Ensured resolution and escalation of issues within a timely and

professional manner increasing customer satisfaction.

. Provided consultative advice to management team on customer service

impacts across products and store customer service.

. Fostered continuous improvement throughout store operations.

TEXARKANA PUBLIC LIBRARY, Texarkana, Texas 2005 - 2006

Circulation Page

. Oversaw technical librarian help desk and support for customer training

and learning.

. Directed administrative and operational efficiency across library

processes. Captured relevant data and information to develop reporting.

ALICIA S. WARREN Page Two

PROFESSIONAL EXPERIENCE

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. Provided research for customers on family history and reference material.

Served as point of contact for library reference locator along with

material look up.

. Handled receiving, cataloging, authority control, maintenance and un-

cataloged backlog for print and electronic materials.

. Received and copied catalog materials for collections. Assigned

classification under library system for electronic titles ensuring

compliance to library standards.

EAST TEXAS BAPTIST UNIVERSITY, Marshall, Texas 2001 - 2005

Student Librarian Assistant

. Assisted technical services librarian in overall library operations

including purchasing, receiving and processing materials.

. Served as in-house expert across internet capabilities, database

development, as well as, book title and stock organization.

. Utilized in depth knowledge of book reference skills and research

development.

. Oversaw data research and website content development delivering

marketing programs with MS Office Suite (Word, PowerPoint, Excel).

BUCKNER CHILDREN & FAMILY SERVICES, Burnet, Texas 2003 - 2005

Camp Counselor

ROSE HILL BAPTIST CHURCH, Texarkana, Texas 1999 - 2001

Recreational Advisor

EDUCATION

TEXAS A&M UNIVERSITY, Texarkana, Texas

Masters of Business Administration, Management, pursuing

Student Leadership Development Recipient

Global Economy Honor ~ Business Simulation

National Scholar Honor

EAST TEXAS BAPTIST UNIVERSITY, Marshall, Texas

Bachelor of Business Administration, 2005

National Honor Society

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