Customer Service Manager

Libby Gross

**** *. ******** **** ****. Minneapolis, MN 865-***-**** ***********@*****.***

I offer a proven record of excellent office administration and customer service skills. I have excellent

communication, organization and multitasking skills and have the ability to adapt quickly to changing

environments. I am proficient in Microsoft Office products, Internet, Workforce Management,

Financial Applications, Call Tracking Packages, and Wired and Wireless Network Management. My

goal is to use my skills in a challenging and demanding office or call center environment in a customer

service and support role.

Professional Experience

Administrative Assistant & Special Events Coordinator

Teen Challenge International (November 2007 – June 2009)

Schedule speaking engagements and manage correspondence.

Produce promotional materials for fundraising campaigns and events.

Provided database design and administration for non-profit fundraising using eTapestry online.

Supervised bulk mailing and other fundraising activities.

Provided network administration and computer support for organization

Provided documentation for design changes and operating procedures.

Accounts payable and receivable using Quickbooks

Customer Service - Team Manager

Sitel Corporation (June 2006 – October 2007)

Verizon Wireless Account– Respond to escalated calls and resolve customer disputes.

Supervised 20 employees. Conducted performance appraisal reviews and team building meetings.

Trained new employees and wrote documentation for ongoing development.

Customer Sales Representative

Lands’ End (October 2001 – March 2003)

Respond to customer calls and place online orders.

Requires expertise with all products and the ability to effectively communicate with customers to

answer all merchandise-related questions and to meet their needs.

LAN Technician II

OMNI Resources, Firstar Bank (June 2000 – January 2001)

Provided network administration and computer support services for Firstar Bank Trust Division.

Provided hardware and software support for 125 end users.

Supported NT and Windows workstations on a Novell network.

Wrote documentation and provided user training.

Customer Support Analyst II

TDS/US Cellular (October 1998 – March 2000)

Provided telephone support for more than 300 software applications to customer service

representatives and order processors worldwide.

Webmaster for US Cellular Intranet.

Supported Windows, NT, UNIX and Mainframe platforms.

Wrote documentation and served on task team for Knowledge Bridge selection and

implementation.

Senior Help Desk Specialist

Rural Mutual Insurance Company (February 1997 – October 1998)

Provided hands-on and telephone support for corporate and remote office employees.

Served as Novell network administrator.

Supported multiple PC and mainframe software and hardware products.

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Systems Support Specialist

Morgan Stanley (December 1995 – January 1997)

Provided worldwide telephone support for 6000 end users.

Supported multiple PC, UNIX and Mainframe applications.

Level two CICS support for more than 300 proprietary applications.

Security Officer for Mainframe and LAN access.

Microcomputer Consultant

The University of Tennessee (September 1992 – November 1995)

Served as a consultant for University faculty and staff for the evaluation, selection and purchase

of PC hardware and software.

Provided hands-on hardware, software, Mainframe and LAN support for the University and

Hospital facilities.

Served on the Chancellor’s Task Force for the development, design and implementation of a

centralized help desk for the student population.

Office Automation Analyst

Electronic Data Systems, Saturn Plant (June 1989 – September 1992)

Provided hardware and software support for Saturn corporate headquarters.

Provided LAN installation, maintenance and support.

Designed and tested disaster recovery plans.

Designed and wrote the PC-based application for corporate budgeting and work unit finance

planning.

Supported Mainframe TSO, IMS and CICS applications.

Served as ACF2 Security Officer for IMS transaction access.

Computer Systems Administrator

Tennessee Associates, Inc. (February 1985 – December 1988)

Designed and implemented desktop publishing system for generating statistical textbook

materials. Installed and supported Macintosh network.

Wrote all training materials.

Served as database administrator for marketing functions.

Project Accountant

John B. Pike & Son (February 1994 – February 1995)

Prepared payroll for 15 construction sites.

Handled worker’s compensation and OSHA filing and reporting requirements.

Office Manager

Tennessee Door Systems (March 1993 – February 1994)

Converted paper-based accounting system to computer.

Handled all accounting functions, payroll and general office duties.

Education

The University of Tennessee, Knoxville (English Literature)

References Available Upon Request

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