Customer Service Manager

Administrative Support

System Administration / Network Technology / Policies & Procedures /

Customer Service & Support

Project Management / Training & Documentation / Team Leadership

Process Improvement / Change Management / Human Resources

Resourceful and Proactive Professional offering a diversity of experience

planning and managing multi-faceted and complex administrative functions.

Combine strong organizational and communication skills with the ability to

independently plan and direct a variety of concurrent activities. Track

record of forging positive and profitable relationships with key accounts,

significantly boosting customer retention. Extensive background in the

development and delivery of targeted training and user support programs.

Highly computer literate; software includes Word, Excel, PowerPoint,

Outlook, Access, and Lotus Notes in multiple Windows environments.

Professional History

Operational Support Specialist (OSS), Internal & External Staffing

8/07 to 1/10

Volt Technical Resources, Contracted to State Farm - Bloomington, IL

Part of a team to provide human resource functions to contract

workers, with broad responsibility for the setup of up to 120

temporary employees every month from the U.S. and worldwide. Prepared

access, badges, permissions, equipment, workstation, software, and

verification of work orders for visa processing. Communicated with

managers and made all arrangements for locations on the State Farm

campus for incoming external employees.

. Created forms in Outlook for managing and tracking the three-week,

multi-stage process for the placement of temporary employees.

Result: streamlined critical processes to ensure timely placement

for personnel who were costing State Farm as much as $350 an hour.

The forms also allowed for efficient report preparation to identify

the number and location of employees from various outsourcing

companies.

. Hired into an area that had no training manuals or work outlines

except for a paper check list. Part of a two-person team to create

electronic documentation to support the setup process. Developed a

SharePoint Intranet site for group collaboration, worked with IT

during the implementation process, conducted training, and provided

user support.

. Developed task vs. team processes to promote job sharing and cross-

training within the OSS group. Implemented processes that

eliminated duplication and fostered a collaborative team

environment.

Level 1 Technical Support, DirectLink 7/01 to 7/07

ChoicePoint Precision Marketing - Peoria, IL

DirectLink is a Web-based ordering system for purchasing marketing

materials and lists. The Level 1 support team is the frontline for

incoming questions, problems, and testing.

Hired to create a new position following the transition of marketing

processes to the Internet. Developed and implemented a daily review

process for all 38 active pages of the Web site, identified errors,

and reported to Level 2 support and management. Provided user support

to CSRs and delivered customer orders on independent and private label

Web sites. Assisted customers with the manipulation of data into

various versions of MS Office, Word, Excel, and Access.

. Pioneered and maintained comprehensive operational manuals for the

DirectLink team, Level 1 through management, including operations

documentation and escalation paths.

. Volunteered to put processes in place to transfer sales inquiries

to the customer relations database, including the setup of user

accounts, a tour of the Web site, and product support for various

bulk mail marketing pieces.

. Took the initiative to call customers and give product

demonstrations. Also created a tracking process and made three-

month follow-up calls to those who had not yet placed an order.

Result: acquired several large and ongoing accounts.

. Developed and documented procedures for new products and trained

production personnel.

Administrative Secretary 3/98 to 6/01

First Baptist Church of Peoria - Peoria, IL

Oversaw all office operations and facility maintenance for a busy

church with 850 active members. Coordinated the rental of church areas

for civic and religious groups. Maintained the computer network and

workstations and provided training and user support to employees.

Supervised a receptionist, a financial secretary, and volunteer staff.

. Worked with an IT contractor to develop a system that included

member tracking and all accounting functions.

District Administrative Assistant / System Training Representative

10/93 to 2/98

Avco Financial Services - Peoria, IL

Provided administrative support to the District Manager, conducted

training and user support for the online branch operation system,

reviewed and maintained accounting records for nine branch offices,

and filled-in as needed for various positions throughout the branches.

Compiled critical information for the District Manager prior to branch

audits. Conducted new hire investigations and participated in the

interview process.

. Spearheaded training records for all levels of district employees.

. Trained new employees in state and federal regulatory compliance.

. Prepared packets for each branch to streamline real estate lending

processes.

. Hired as a Customer Service Representative and progressed through a

series of increasingly responsible positions, including Help Desk

Operator, Help Desk Supervisor, and System Coordinator. Additional

details are available on request.

Education & Credentials

Microsoft Application Specialist (MAS), Illinois Central College

Expected 10/10

Diploma, Bryant & Stratton Business College[pic]

Contact this candidate