Customer Service Software
Resume:
BRYCE M. LEES
Pittsburgh, PA ****1
e-mail **********@***.***
SUMMARY
A dedicated team leader with exceptionally valuable business and technical
experience, trained in the use of Lean and
Quality Processes as well as Business Process Management with Qualified
problem solving skills. A proven productive
self disciplined team professional with excellent interpersonal and
presentational skills.
PROFESSIONAL EXPERIENCE
XEROX CORPORATION - Pittsburgh, PA
The Operations Support Representative
Provided business support for account team personnel in the setup and
use of software (Links):
. Supervised and verified contract content and customer expectations
around reporting
. Managed the incorporation of software into customer's network
. Ensured Management and Associates understood how to use the system
software and its appropriate functionality to support individual
contract
. Monitored Management, Associates and Analysts to ensure operation
and software setup was carried out correctly
. Supervised and verified contract content and customer expectations
around reporting
. Trained customers on the use and functionality of Xerox software
operation
. Worked with Management and Associates to assist external customer
with the use of software
. Perform analysis of unexpected system behavior/results and escalate
issues as necessary
. Worked with help desk in identifying and following up on test bug
fixes
. Performed regular inspection process at accounts to ensure
continuous adaptation to Xerox software (Links)
. Provided reports on processes and the monitoring of procedures to
all essential personal in Xerox as well as customers
. Supervised inventory updates and usage
. Lean Six Sigma Trained
XEROX CORPORATION - Pittsburgh, PA
Billing Account Associate
Responsible for the billing of Bayer Corporation:
. Compiled verified and completed the National billing for Bayer
Corporation.
. Monitored inventory updates and usage
. Communicated on all levels, issues in regards to Bayer's billing
. Verified and ensured all data was accurate and completed on a
timely bases
ABREON- Pittsburgh, PA
Senior Computer Support Analyst
Responsible for providing First and Second level computer support for
GlaxoSmithKline:
. Headed the installation and configuration of ACNielsen
Workstation for GlaxoSmithKline Field Sales
. Excellent troubleshooting for computers hardware, software and
system network
. Supervised National Meetings to ensure all laptop issues were
resolved and updates completed in a timely and accurate manner
. Dependable on maintaining corporate standards
. Maintained Desk side computer and printer and software support
. Excelled in diplomatic skills in dealing with customers in both
day-to-day activities and time-constraint requirements
. Answered internal and external users inquiries regarding computer
software and hardware operations and resolve problems
. Dependable in carrying out responsibilities to a successful
conclusion
. Provided phone support
. Provide broadband support
. Excellent communication skills
XEROX CORPORATION - Pittsburgh, PA
Senior Customer Service Representative
Responsible for, but not limited to:
Delivered quality process training and building of work group cohesiveness
Prepared the organizational development for the customer support centers
Performed retrofits and preventive maintenance procedures to ensure product
reliability
Maintained customer satisfaction through proper use of management through
quality skills
Project Leader
Responsible for being team leader in the development and testing of
procedures that would eliminate the need for technical service:
Developed and implemented technical support process which reduced cost of
service by $2.5 million in one year
and increased customer satisfaction
Provided information for the development of problem solving data base
presently used by Xerox
Trained technicians to interface indirectly with customers on problem
resolution
Monitored and reported daily/monthly activity
Customer Service Engineer
Responsible for providing technical support and customer satisfaction:
Performed retrofits and preventive maintenance procedures to ensure product
reliability
Maintained customer satisfaction through proper use of management through
quality skills
Interfaced with sales and service management in response to customer needs
EDUCATION
BA - University of Pittsburgh, Pittsburgh, PA
AA - Boyce Community College, Pittsburgh, PA
AA - Electronic Institute, Pittsburgh, PA
Contact this candidate