Customer Service Sales

Jeanette Loza

**** *. **** **. ******, IL. ****1

773-***-**** ************@*****.***

objective

Help Desk position, providing the opportunity to enhance my skills

and experience in a rewarding position while assisting others.

Education

Roosevelt University

Chicago, IL Bachelor of Science in Network

Computing

Graduation Date: December 2009

Major: Network Computing

G.P.A 3.40

Related Courses and Skills

Working with distributive systems and network applications using

HTML, JSP, and Java

Thorough knowledge of OSI and TCP/IP models.

Knowledge of protocols such as TCP, UDP, Ethernet, RIP, VPN, WEP2,

WPA.

Study of Enterprise, Distribution and Campus networks through Cisco

propriety.

Basic knowledge of Cisco routers and switches as well as commands.

Administrative tools via Unix using utilities such as Grep, SSH,

and Emacs as well as script writing in Perl. Administrative tools

such as Active Directory.

Study of Database Systems, theory, running queries, reports, and

analysis using Microsoft access and Oracle and Active Directory.

Northwestern Business College

Bridgeview, IL Associate in Applied Science

Degree

Graduation Date: June 2005

Major: Business Computer Programming

G.P.A 3.75/4.00

Related Courses and Skills

Microsoft Word, Excel, PowerPoint, Access, Outlook

Java, JavaScript, HTML, SQL, Lotus Notes

Study and troubleshooting of computer components and operating

systems.

Study of installing operating systems, patches, and upgrades.

Knowledge of Windows 2000, XP, 98.

Typing rate of 60 WPM

Certifications

(Actively preparing for Cisco Certificate Network Associate (CCNA))

WORK EXPERIENCE

July 2006 - March 2009 Classified Ventures

Chicago, IL.

Internet Support Specialist (Vertical: Cars.com)

. Diagnose, troubleshoot, and resolve all phone and e-mail inquiries

received from customers.

. Develop an expertise in Cars.com services and software products to

provide prompt and accurate responses to customer inquiries.

. Contact vendors and other third parties to troubleshoot inventory issues

when necessary.

. Update, maintain, and troubleshoot inventory issues using SQL.

. Track and document all customer inquiries and resolutions via SalesForce

CRM tool and ticketing system.

. Provide exceptional first point-of-contact customer service while

collaborating with sales managers, account managers, and vendors to

ensure customer satisfaction.

. Ensure that all interactions with customers are resolved in a prompt,

professional and personable manner, meeting Cars.com's Customer Service

objectives and service level agreements.

. Process contract cancellations via PeopleSoft.

. Assist dealers with inventory uploads via FTP.

. Create dealer logo tiles using Photoshop.

. Train new hire representatives

August 2004-2006 The Home Depot

Downers Grove, IL

Project Coordinator

. Served as the primary contact for customers, installers, project

managers, and branch support staff for questions regarding job status via

telephone, U.S mail, e-mail, and fax.

. Prepared, review and distribute sales paperwork for project managers.

. Processed accounts receivables from consumers.

. Processed accounts payable to contractors.

. Analyzed customer issues to determine proper course of action

. Ordered service parts and maintain regular contact with vendors.

. Updated records in the Lead Management System.

. Scheduled pre-installation inspections and project installations to

maximize installer capacity.

. Maintained the production board and job calendar.

August 1997-2004 Sloan Valve Co.

Franklin Park, IL.

Line Assembler

. Assembled various products while maintaining a standard rate.

. Assisted in inventory count and recordings.

REFERENCES

Available Upon Request

Contact this candidate