Customer Service Management
Resume:
ALICIA S. WARREN
*** ***** *****, #**** ~ Texarkana, Arkansas 71854
*.********@*****.***
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
(Continued)
. 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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