Customer Service Sales

Lori M. Nelson

*** **** ******, ******, ***** ***61

972-***-**** home; 972-***-**** cell

abjyw2@r.postjobfree.com

Professional Profile:

Over 10 years experience in varying management roles. Proven success working well in high

pressure environments with demonstrated effective leadership and critical thinking skills.

Consistent ability to meet deadlines with a strong background in all phases of business

administration and computer systems and software. Possess an exceptional organizational

leadership and quality control background.

Training & Technical Skills:

System Analysis and Design, Project Management, Network Administration, Object Oriented

Programming, C+ and C# Programming, HTML, SQL, Organizational Strategy, Hardware Installation,

Upgrading and Troubleshooting, Strategic Planning and Management, Systems Integration, Proficient in

Microsoft Windows, Mac, Linux, and Oracle.

Software

• Photoshop, Corel Draw, Photo Paint and Auto CAD

• Microsoft Office Applications, 2007, 2010, Project, Visio, Access, Excel, Publisher, Word and

Outlook

• Dreamweaver, Visual Studio, HTML, XML, XTML, SQL, Front Page, ASP.NET, Microsoft

Expressions Web

• QuickBooks, Quicken, Excel, Tax Act,

Experience:

American Golf Cars, Irving, Texas 8/2007-8/2009

Service Manager

• Worked as service advisor on difficult service related issues and managed vehicle service and

maintenance contracts.

• Assisted with customer service issues, using problem-solving and strong negotiation skills.

• Hired, transferred, promoted and discharged employees.

• Directed day-to-day quality assurance activities to test new equipment and make purchasing

recommendations to accept or reject equipment.

• Trained and managed technicians to achieve significant improvements in productivity.

• Ensured compliance with federal, state and municipal laws.

• Improved customer service resulting in increased contact sales.

• Enforced OSHA guidelines for workplace employment practices and resolved fraudulent benefit

claims.

• Successfully managed a marketing and promotional project for valued customers

• Resolved customer complaints and billing issues and was responsible for billing, credits, and

collections of service department invoices..

• Structured and maintained a cost effective field service department.

• Responded to written and telephone requests for service related issues.

• Researched and recommended warranty claims.

• Recommended and contracted outside vendors to perform service related work not performed at

American Golf Cars.

Lori Nelson page 2

Bikini Auto Sales, Fort Worth, Texas 6/1993-1/2001

General Manager

• Coordinated activities of employees in all departments of automobile sales and service and parts

establishment.

• Hired, transferred, promoted and discharged employees.

• Determined work standards and evaluated workers' performance. Determined salaries in addition

to scheduling work hours and hiring outside contractors.

• Supervised and managed sales and service for an automotive retail company.

• Successfully managed a 12-person team in sales and service and office personnel departments.

Scheduled work hours, resolved conflicts, determined salaries.

• Established departmental budgets, prepared special inventory reports, and was responsible for

purchasing, licensing, and title transfers.

Education:

Keller Graduate School of Management Irving, Texas Expected Graduation Date: June 2011

Master of Business Administration, concentration in Project Management

DeVry University Irving, Texas Graduated February 2010

Bachelor of Science in Technical Management, concentration Project Management

Senior Project: Prepared a strategic marketing and financial plan for a virtual company,

including SWOT analysis, goal attainment and ethics focused directives. Designed

marketing research plan and project management processes and prepared tactical and

operational programs for the company.

Central Texas College Killeen, Texas December 2005

Associate in General Studies

Central Texas College Killeen Texas December 2003

Certified Business Information Systems Specialist

Affiliations:

• Member of Alpha Chi National College Honor Society

• Member of Sigma Beta Delta International Business Honor Society

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