Rosario (Rose) Y. Snow

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

Kennewick, WA 99337

702-***-****

HSBC 10/06 – 07/09

Position: Call Center - Customer Service/Care/Sales Representative

Follows operational and policy guidelines to successfully resolve customer inquiries. Identifies

customer needs and offers products that fit customer’s needs. Recognize solicitation opportunities

and provides information on value added promotional offers to customers. Build rapport that

overcomes objections and/or leads to sales or account recapture through conversations with

customers. Receive basic customer inquiries from external or internal customers via telephone

contact. Provide prompt, courteous service and resolution to basic inquiries, complaints or

problems. Complete other responsibilities, as assigned.

JC Penney 01/04-10/06

Position: Selling Specialist for Furniture/Mattress and Customer Service. Determine customer’s

needs. Make sure customer find their desired product by showing all product that meets their

criteria. Ensure customer leave with positive experience. Follow up with customers after date of

purchase which includes call back and thank you card.

Boeing Commercial Airplanes, Customer Service Division: Seattle, WA 09/95-08/03

Position: Senior Application Analyst, creates test scenarios, cases, input data reports and system

problem logs for system and end user test phases. Coordinate test activities and status with

internal Customers, subject matter experts and supporting teams. Communicated test results to

development team and end users to ensure proper resolution. Acted as liaison between end users

and development team. Additional duties included gathering information from end users to assists

in development of the requirement specifications documents, participate in spec and design

reviews and training new end users using 2-D Boeing Graphic Art Computer application

(BoGART).

Position: Technical Illustrator 1/88 - 9/95: Conceptualizing and creating or revising

orthographic illustrations from a variety of source data including Boeing and supplier furnished

engineering data for inclusion in multiple Technical Customer Support maintenance documents.

Created Maintenance, Repair, and Training Manuals for all the Commercial Airplane models.

Acted as focal point for and participated in the beta testing effort of the BoGART application.

Two year as an Instrument Panel researcher and gathering of information for the instrument

panels specification for all Boeing commercial airplanes. Analyze source data from engineering

assembly and installation drawing, engineering changes, Configuration memos. Create roadmaps

of part numbers for part location. Prepare markups of new and revised plane datasets for technical

illustrators. Performed QA validation tasks on all drawings.

Westinghouse/ Boeing (Formerly Rockwell International): 6/78 - 12/87

Hanford Nuclear Site - Richland, WA: Security Clearance Level - Secret

Position: Technical Illustrator created 2/3-D drawings for procedures and manuals. End users

included personnel from Department of Defense (Pentagon)

Education:

University of Washington State Extension: Software Testing Certificate Jan-April 2000

Washington State University: BA in Fine Art 1976-1979

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