Customer Service Manager

***** ******** ****** * ****** twp, MI *****

313-***-**** v abkb0u@r.postjobfree.com

Staci R. Cadwell

Profile

Seeking to obtain an administrative/support position in which I may

utilize my skills and knowledge while gaining experience that will allow

professional growth.

Ambitious individual with a strong work ethic. Proven skills in problem

solving, customer relationship management, and organization. Computer

experience with Windows based software, Oracle based software, and

internet research. Confident in learning and using new technology and

computer applications.

Expert in the training of new hires, coupled with a proven track-record

in leading teams and employee development. Excellent verbal and written

communication skills with emphasis in customer service, including

handling difficult situations and conflict resolution.

Skills Summary

v Siebel v Oracle Database v Siebel Analytics

v AS400 v Microsoft Office v Microsoft Excel

v Right Fax v Lotus Notes v Front-Office Operations

v Global Warranty v Billing and Accounts v Knowledge Management

Management Receivable (BARS) System (KMS)

Professional Experience

06/2009-08/2010 IBm/general motors Reconciliation Specialist

v Investigate and resolve discrepancies by maintaining excel

spreadsheets to uphold data integrity.

v Manage preparation and distribute reports related to Goodwill returns,

Site Trends, and Feedback/Error statistics.

v Interact effectively with internal and external contacts to ensure

that customer concerns are being resolved in a timely manner.

v Analyze, transmit, and approve reimbursement claims by determining the

validity of business decisions made by Customer Relationship

Specialists.

08/2007-06/2009 ibm/general motors Helpdesk Support Analyst

v Supported Customer Relationship Specialist, via telephone, by

answering questions, resetting passwords, and troubleshooting and/or

researching problems.

v Provided technical assistance to system users at the Buenos Aires,

Austin, and Manila sites.

v Served as floor support assisting teammates in solving complex or

unfamiliar concerns.

v Utilized escalation procedures for issues that required Level 4 or

onsite assistance.

v Logged details of calls received.

09/2005-06/2007 FootLocker Inc. Assistant Manager

v Assisted in leading the store team to provide an outstanding in-store

customer experience.

v Assisted the store manager in all aspects of store operation including

selling, customer service, training/coaching, employee management,

and visual merchandising.

v Trained new hires on the basic procedures and guidelines of the

position and created training modules.

v Responsible for handling large amounts of cash and the ability to

maintain a balanced cash box at all times.

Education

2003-2005 Wayne state university -Detroit, MI

Associates Degree in Communications

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