Customer Service Manager

Ajeenah Smith

Virginia Beach,VA ***** USA

abj8sb@r.postjobfree.com

Objective

Highly skilled and experienced IT Professional seeking Full Time position that facilitates growth in an established business environment and provides opportunities for progress

and achievement in which to apply my 7 years Technical experience combined with strong leadership and communication skills.

Skills

-Operating Systems: Windows 3.1 - Vista (Home Basic, Home Premium, Business, Enterprise and Ultimate), Apple Classic - Leopard 10.5, Novell 4.X - 6.X; familiarity with

multiple Linux versions(flavors) and Unix versions (flavors)

-Applications: Microsoft Office Suite (97- 2007) – Excel, Word, Access, Outlook, Publisher, PowerPoint, Most Windows based Applications and Mac Applications.

-Data Entry.

-Type 50-60 Wpm.

Experience

Maximus

Counselor Case Management

Phoenix, AZ, USA

August 2008 – March 2010

-Serve as the operational liaison between participants, support team and approved regulatory agencies to consider the participant a whole person and support their efforts to

develop a career path for long-term growth.

-Focus on the participant and the impact of career placement on family and household to eliminate the recidivism of unemployment.

-Coordinate all activities and resources in relation to participants obtaining employment.

-Develop and revise a specific employment plan for each participant.

-Build trust and a working relationship with participants through the use of the telephone, in-office meetings and field visits, as appropriate, to enroll the participant in their own

success regarding viable employment and a path for personal growth.

-Develop a close working relationship to assess, educate, train and support the employment efforts with every participant.

-Properly assess environmental conditions as they relate to work, family issues, financial and educational barriers.

-Assist the participant in completing the initial assessment and utilizing MAXIMUS services to move from public assistance to a job that has a path of development and career

succession.

-Assess participant life situation and determine individual guidance and direction.

-Research community and governmental services to support each particular case and the need for specialized resources.

-Provide on-going support to remove any barriers hindering the participant from enrolling in viable programs that include, but are not limited to, child care, transportation

problems, family issues, physical and/or mental disabilities.

-Provide consistent, timely follow-up as each participant moves through the approved procedures from public assistance to viable employment.

-Assist clients in solving scheduling problems and in planning their job search activities.

-Build positive relationships with members of the MAXIMUS team and all outside agencies, to include but not be limited to, state, federal, county and city agencies, and properly

access those resources depending on the needs of each participant.

-Successfully manage a large case load while developing a system of prioritization to serve the needs of the participants.

-Successfully use that system to continually market MAXIMUS programs to actively reach and enroll new referrals to the program.

-Complete and timely document all actions taken and participant progress within the designated project system.

-Meet performance goals as stipulated by MAXIMUS contractual agreements.

-Protect MAXIMUS interests by adhering to all required documentation, tracking and monitoring systems.

-Work within and support the regulations established by MAXIMUS and all outside governmental agencies and community partners.

-Utilize MAXIMUS approved documentation procedures and tracking systems to ensure all dollars are spent appropriately on programs that drive successful employment and

improve the overall life conditions of the participant.

-Utilize systems to document participants that are removed from programs and financial assistance.

-Utilize all approved MAXIMUS contract required forms and reporting documents.

-Perform other duties as may be assigned by management.

Geek Squad

Senior CIA (Counter Intelligence Agent)

Gilbert, AZ, USA

June 2008 - July 2009

-Supervises the activities of the Geek Squad Precinct within the Standard Operating Platform (SOP) and sales Strategies.

-The ability to train and execute SOP at the precinct.

-Assists the SSM/DCI in performing Precincts Walks using the Precinct Review Form.

-Provides work direction, leadership, and training to employees.

-Assists in the development, direction and mentoring of Geek Squad Agents, staff and other store personnel.

-Handle escalated customer service issues.

-Makes sure CIAs are properly diagnosing clients units and offering the appropriate solutions.

-Partner with Service Manager and other areas to create a business plan.

-Provide on-going coaching, training, motivation to Agents and other store personnel as needed to achieve goals and high standards of customer service.

-Complete Customer Experience Evaluations (CEEs) for Agents according to the frequency and standards identified by the store.

-Manages the repair, install, and support of PCs/Macs and Consumer Electronics product to customer satisfaction and provides personalized service and exceptional level of

expertise for customer service.

-Work to prevent returns and exchanges by testing units that come back and educating customers on product usage.

-Works with the Sales Team to maximize overall store profitability.

-Work with client's directly and ensure staff is assisting customers with service/repair issues while achieving department goals.

-Assign tasks to staff per Action Center and ensure they are completed each day and support and assist in achievement of loss prevention and safety objectives per SOP.

-Assign staff units for diagnosis, repair/service and follow up and perform product maintenance, repairs and computer services as necessary.

-Drives Extreme Team Business Outcomes with the SSM/PC Senior/DCI.

-Ensures CIAs are utilizing the tools that provide solutions to our OLD PC /Mac Client's, such as the MRI Tool, Tactical Analysis Form and the Agent Checklist.

-Understands various repair channels (i.e. DTV, Depot, Service Center, Precinct.)

-Maintains and Adheres to customer data privacy policy.

Geek Squad

CIA (Counter Intelligence Agent)

Mesa, AZ, USA

February 2007 - 6 2008

-Troubleshooting and diagnostics of personal computers.

-Hardware and software upgrades to old and new computers.

-General customer service questions pertaining to electronics and their functionality.

-Works with customer service team to reduce returns and exchanges through product inspection and the save process.

-Responsible for providing customer assistance regarding repairs, upgrades, installations, and operation of products.

-Completes appropriate paperwork and ships and receives product.

-Responsible for performing functionality testing on units as well as diagnosing/conducting repairs and cleanings.

-Answering questions regarding home and office productivity products, peripherals, software upgrades and installations.

-Best Buy and MFG warranty repairs.

-Offers all Geek Squad Services including on-site services.

-Understands and follows all Geek Squad and Best Buy Policies.

CallTech

Applecare Technical Support Representative

Fort Myers, FL, USA

May 2005 - 11 2005

-Incoming/Outgoing Call Center for Technical Support of Apple Products.

-Hardware and Software Troubleshooting

-Ensure customer satisfaction by handling set-up, usage questions and problems about Apple Products from Apple Customers via Telephone or correspondence.

-Handle questions and problems that usually focus on specific product segments, addressing both hardware and software issues.

CallTech

Bellsouth DSL Technical Support Representative

Fort Myers, FL, USA

May 2005 - 9 2005

-Incoming/Outgoing Call Center for Technical Support of Bellsouth's DSL Internet Connection on PCs/Macs

-Hardware/Software Troubleshooting -Ensure customer satisfaction by handling set-up, usage questions and problems about Bellsouth Products from Bellsouth DSL customers

via telephone or correspondence.

-Handle questions and problems that usually focus on specific product segments, addressing both hardware and software issues.

Edison Machine

Office Manager

Edison, NJ, USA

March 2004 - 12 2005

-Answer phones & handle all incoming calls.

-Writing letters and generating correspondence in MS Word.

-Customer Service

-Invoicing

-AP/AR Issues

-Incoming/Outgoing Mail

-Payroll

-Training Associates

-Shipping/Receiving

-Data Entry

-Faxing

Knowledge Networks

Survey Research Interviewer/Call Center Rep.

Cranford, NJ, USA

February 2004 - 6 2004

-Inbound / Outbound Call Center with Heavy Call Volume Nationwide, to Elicit Opinions and Responses.

-Dealt With Irate Consumers and Calmed Situations.

-Data Entry

Education

Southwest Florida College

A

Fort Myers, FL USA

Major: IT Management

Union County College

OTH

Elizabeth, NJ USA

Major: Microsoft Certification Course

Drake College of Business

OTH

Elizabeth, NJ USA

Major: Medical Office Technology

Barringer High School

OTH

Newark, NJ USA

Major: High School Diploma 2001

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