Customer Service Manager

Joe Wagner

*** **** ***. *******, ** ***** 513-***-****

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

**/**-**/** ***** Optimization Manager Cincinnati, OH

. Managed staff supporting Xerox printers at nine Procter and Gamble

locations.

. Deployment team lead on Xerox device installations and set-up.

. Trained new hires and end users, created quick reference guides for end

users and company SOP guidelines.

. Team member working with ORDMS, P&G, and Xerox to provide efficient

solutions to P&G's printing environment.

. Focused on providing efficient proactive ideas for maximum customer

service.

. Provided additional network and troubleshooting support for Xerox

equipment.

10/00-04/03 Berman Printing Delivery Driver Cincinnati, OH

. Assisted with customer issues concerning orders and handled questions in

a timely manner.

. My efficiency enabled a reduction in the number of primary drivers in

Northern Cincinnati territory from two to one.

03/99-09/00 Lab Corps Service Representative Charleston, WV

. Delivered medical supplies, picked up patient specimens, and assisted

customers with lab test questions as well as supply order forms for 12

various routes in a 200 mile radius.

. Assisted customer service representatives with phone queries and data

entry of lab information after primary responsibilities were met.

. Received Kudos award for outstanding performance.

11/94-11/98 U.S Marine Corps Disbursing Clerk/Dormitory Manager

. Various customer service roles including; received phone or front counter

questions concerning travel claims and assisted military personnel in the

completion of travel forms.

. Supervised work crews focused on improving the quality of life for

tenants housed in billeting that included two dormitories containing

close to 300 rooms.

. Coordinated a $1 million refurbishing project for 77 rooms.

. Developed new ideas for improving efficiency of department as well as

responsible for coordinating efforts among staff.

. Received Billeting Certificate of Appreciation.

01/92-11/94 Pressley Ridge Behavior Aid Charleston, WV

. Polished problem-solving skills while working independently with problem

juveniles.

. Was often called upon to handle crisis cases that included violent

juveniles and transferring runaway risk juveniles.

MILITARY SERVICE

11/94-11/98 United States Marine Corps, Corporal.

. Received Good Conduct Medal for honorable military service.

. Completed "Time Quality Leadership" course.

CertificationS & Training

. A+, Network +, Microsoft Certified Professional

. Microsoft Certified System Administrator: Security

. Microsoft Certified System Engineer: Security

. Completed seminar entitled "Excelling as a Highly Effective Team Leader"

. Six Sigma Yellow Belt

EDUCATION

02/03-03/05 Tech Skills, Cincinnati, OH.

. Completed Tech Skills' courses for Cisco Certified Network Associate, SQL

Server 2000 System Administrator, MS Office, and Linux+.

08/89-05/94 West Virginia State College, Institute, WV.

. BS, Criminal Justice.

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