Customer Service Manager

Kathy Venderley

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

Fort Wayne, IN 46814

Email: **************@*****.***

Phone: 260-***-**** (home)

260-***-**** (cell)

Top notch assistant with 15+ years of office experience, including strong

interpersonal and leadership

skills. Serve as primary point of contact between management and team

members. Maintain excellent written and oral communications skills, problem

resolution abilities and a high level of confidentiality. Equally effective

word processing, document preparation and organizational skills.

PERSONAL STRENGTHS

. Motivated and dependable, organized and detail-oriented; able to multi-

task effectively

. Professional work ethic

. Good analytical and project coordination skills

. Excellent customer service skills and phone etiquette

. Proficient with both Microsoft Word and Excel

PROFESSIONAL EXPERIENCE:

Verizon

System Specialist-IT Security

2005 - May, 2010

. Developed and maintained online request vehicle to grant employee

access to 40+ company supported applications.

. Implemented automated process to establish access to multiple company

applications, saving my department hundreds of hours of manual input

effort.

. Worked closely with internal Verizon 'customers' (application owners,

specifically director level and above) to ensure applications met

financial/company audit requirements, generated required reports for

internal audits and review of elevated privileges, removal of access

for non-use, etc.

. Partnered with Information Technology group and application owners to

ensure successful implementation and ongoing administration of new

applications to be used for internal operations.

. Prepared customized reports and spreadsheets using Microsoft Excel

and/or Word based on application and trustee requirements.

. Developed step by step work instructions to be used by all team

members when processing requests for internal applications.

Verizon

Systems Engineer II-End User Support

1995 - 2005

. Prepared meeting minutes and weekly schedules to ensure completion of

required tasks. Also served as focal point between the department

manager and team members, sharing updates for outstanding

issues/problem resolutions, etc, for supported applications.

. Provided input to department manager to be used for team members'

annual review; scheduled and tracked employee training and coached

individual team members as part of employee development.

. Ordered departmental supplies and kept track of petty cash within my

work group.

. Maintained attendance and vacation records for 8 departmental

employees.

. Worked with internal and external contacts to review, analyze and

resolve problems for applications supported within my work group,

prioritizing based on customer impact, etc.

. Responded to internal customer service problems 24/7 via automated

paging system (used for application password resets, system outages,

etc).

EDUCATION

Indiana Institute of Technology

Associate Degree - Major: Business

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