Customer Service Representative

SCOTT T. CAREY

*** ******* ***** *****

APEX, NC 27560

PHONE 919-***-****

*******@*****.***

QUALIFYING SKILLS

. One year of Americorps-Early Childhood Education.

. Assisted teachers as they went back to school for additional

training.

. Created lesson plans for children ages 3 to 6 years old.

. Helped with setting up & feeding children breakfast/lunch/snacks.

. Gave lesson plans, in order to assist parents on how to grow

closer to their children (via games/conversations, etc

. Worked as an assistant teacher for one year after completing my

one year obligation to Americorps.

. Take real pride and care when it comes to the very important role

of teaching/caring for children.

EDUCATION

WAKE TECHNICAL COMMUNITY COLLEGE

. Certificate in Managing and Troubleshooting PCs (Complete

10/17/2009)

AMERICAN MANAGEMENT ASSOCIATION

DURHAM TECHNICAL COMMUNITY COLLEGE

. Certificate in Communication Skills for Managers

. Certificate in How to Develop the Strategic Plan

. Certificate in Successful Project Management

WORK EXPERIENCE

TEAM LEAD

CUSTOMER SUPPORT

NETAPP UNIVERSITY

10/2005-3/2009

NetApp

Durham, NC

. As a Level I Customer Service Representative, I worked with my

manager to implement the Right NOW Tool, which allows

representatives to track and resolve customer inquiries using a

web ticket system. This task included creating scripts for

internal use and FAQ's for customer use.

. After supporting the Right NOW tool and handling customer

inquiries on my own for the first year, I was promoted to a Level

II Customer Service Representative and then to a Team Lead.

. As a Team Lead, my tasks included handling incoming report

requests, managing the certification database, overseeing Level I

and Level II escalations, monitoring Level I and Level II cases on

a weekly basis, training new hires, developing scripts for

customer service representatives to use, and providing reports to

upper management concerning pertinent issues.

. During my time at NetApp I learned to use the Right NOW tool, a

Prometric Internet database site, SABA Client, WebEx, Cisco IP

phones, and Microsoft Office Suite.

LEVEL I CUSTOMER SERVICE REPRESENTIVE

CISCO UNIVERSITY

10/2003-9/2004

Cisco Systems

Durham, NC

. Working with our learning partners, Prometric and Vue, I managed

onsite systems and administered exams and certificates.

. My daily tasks included sending certificates to customers,

monitoring the tracking system for exam results, and monitoring

the Prometric call center agents.

. I spent a majority of my time resolving Cisco University inquiries

regarding certification issues and web site navigation. On

average, I worked on forty to fifty cases a day.

LEAD TEACHER

PRESCHOOL

1/2003-10/2003

School for Little People

Cary, NC

. I planned lessons, behavioral management plans, and parent/teacher

conferences for a classroom of fifteen six year olds, placing

special focus on maintaining a responsive, positive, and proactive

relationship with each student and parent.

. I used managerial strategies to maintain a productive classroom

environment that aligned with state required directives. I also

focused on integrating North Carolina teaching standards with our

curriculum and identifying effective teaching strategies.

AMERICORPS SUBSTITUTE TEACHER

1/2002-1/2003

Americorps

Chapel Hill, NC

. I was a substitute teacher in low-income neighborhoods, working

closely with children, whose ages ranged from five months old to

six years old. I read books to them and really tried to become a

positive force in their lives.

. I also planned and instructed lessons for parents on how to

facilitate good behavior with their children.

MANAGER

2/1997 - 12/2001

Paradigm Coffee House

CARY, NC

. I managed a shift of three people, providing excellent customer

service to repeat customers.

. I was responsible for scheduling employee hours, opening the

store, and making bank deposits.

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