Customer Service Manager

HOLLIE P. COLOMBO

Ph: 585-***-**** - cell *** Augustine

Street

E-Mail: abj01b@r.postjobfree.com Rochester, NY 14613

Education: University at Buffalo Buffalo, NY

Bachelor of Arts - Law & Business, 2002

NYS Paralegal Certification, 2001

Experience: Sutherland Global Services, NA Rochester, NY

Pro Stores Tier Two Technical Support March, 2010-

present

Pro Stores Technical Support June, 2009

. Overview - Provide technical assistance to computer software users.

Answer questions, provide instructions, and resolve computer problems

for clients via phone or e-mail in a fast-paced environment.

. Writing - Maintain records of daily data communication transactions,

problems, and remedial actions taken. Ongoing personal communications

with clients to further customer relations. Create training materials

to incorporate new protocols and procedures.

. Critical Thinking - Using logic and reasoning to identify the

strengths and weaknesses of alternative solutions, conclusions or

approaches to problems..

. Complex Problem Solving - Identifying complex problems and reviewing

related information to develop and evaluate options and implement

solutions.

. Award - Received I AM Sutherland Award for exemplary customer service:

going above and beyond for the client and bringing swift resolution to

the issue.

. Customer Service Skills - Ability to effectively defuse emotionally

charged situations with customers over the phone. Ability to ascertain

needs of

customer and through persuasive sales techniques, sell services.

. Computer Skills - Ability to troubleshoot technical problems involving

customer equipment over the telephone. Knowledge of: Microsoft Office,

Document and PDF creation & conversion, Excel spreadsheets, Layout,

Design, Presentation programs, Server/Hardware maintenance and

Networking programs.

WEB TEKNIX Rochester, NY

Web Site Developer 2004 - present

. Web developer. HTML, CSS, SSML

. Custom graphics, logos, domains & hosting

. Customer service & tech support

. All Administrative duties (payroll, scheduling,

travel, calendars & budget)

PEACH TREE CANDLE CO Rochester, NY

Office Manager 2002 - 2004

. Customer service

. Product ordering, shipping and receiving

. Adding & removing inventory from company website

. Data entry, billing, collections, file management

. Employee hiring, training, termination, payroll and

internal disputes

COLLAGE GIFTS Lakeville, NY

Office Manager 2000 - 2002

. Inventory control

. Multiple phone line management

. Data entry, mailing lists, file management

. Customer service with a smile

. Marketing via email marketing

. Spreadsheets, scanning, faxing, interoffice mail

system

FINANCIAL KAOS Lakeville, NY

Collections Associate 1998 - 2000

. Credit, collections & financial counseling

. Training all new personnel

. File management, electronic ticketing & follow-up and

distribution of billing

. Dealing with difficult consumers in a professional

mild manner

Other Education:

Rockhurst University CEC Rochester, NY

Customer Service Certified, 2010

Lion Investigation Agency Bethlehem, PA

Associates in Specialized Technology, 2000

. Investigations & Security

. Surveillance & skip tracing

. Background checks

The School of Paralegal Studies Cocoa, FL

Florida Paralegal Certification, 1998

Monroe Community College Rochester, NY

Associates Degree - Criminal Justice, 1993

Volunteer Activities:

2009 - 2010 Volunteer Legal Documentation Preparation Assistance

2005 - Present Black Creek Wildlife Station - NYS licensed Wildlife

Rehab. Ass.

2008 - 2009 Volunteers of America - Adopt A Family

2007 - 2008 Salvation Army - Adopt A Family

2006 - 2007 Assisted elderly in their homes

2004 - 2006 Volunteer at local humane societies

2002 - 2004 Neighborhood watch

. References furnished upon request.

. Salary Requirements: 12.00 / hr and up w/ full benefits

Contact this candidate