Customer Service Manager
Resume:
ROSALIND HELEN JOHNSON
Richmond, CA 94806
***.*******@***.***
QUALIFICATIONS
TECHNICAL SUPPORT
1Troubleshoot equipment including: two-way radios, pagers, wireless credit card machines, desktop
credit machines, and cell phones.
2Program pagers, cell phones, and credit card machines to merchant and client specifications.
Recommend upgrades. When providing loaner equipment, ensure it duplicates original
specifications, signal strength and speed.
3Solve technical issues over the phone.
4Repair units in-house, build programming record on computer, then program hardware.
5Consult with clients to identify technical problems then direct the action.
6Analyzed and sent test pages; performed signal testing; inspect equipment after repair.
7Consistently train to remain current on new technologies and programs.
8Train clients on new equipment use and help them navigate screens to enhance features.
CUSTOMER SERVICE
1Act as advocate to analyze problems and recommend resolution options to clients. Expedite
customer issues to satisfy client, deadlines and company policies. Compile reports for weekly
staff meetings.
2Review new contracts for accuracy.
3Inform clients regarding equipment use, product upgrades, and warranty issues. Determine through
screening if proper equipment and documentation has been received from the manufacturer.
4Train, motivate, and evaluate new customer service representatives. Supervised customer service
staff.
5Demonstrate positive work ethic at all times.
6Modify and observe customer accounts and make necessary adjustments. Research and resolve
billing disputes. Maintain customer profile through documenting each stage of work by customer
service or technician.
7Dispatch orders to drivers and field technicians.
8Identify potential equipment or area problems and report to manufacturer or appropriate
professional.
COORDINATION
1Process inventory sheets to computer.
2Coordinate delivery schedules.
3Collect, review and process customer contracts.
4Develop product reports for the purpose of monitoring inventory and increasing sales.
5Manage loaner equipment.
6Balance work flow between two sites; prioritize and distribute daily work to meet deadlines.
EXPERIENCE
Work Flow Coordinator, Wells Fargo Bank, San Francisco, CA
12/2007 – 7/2009
Programmer, CMS Services, Richmond, CA 6/2001
– 8/2007
Full Service Representative, COCA COLA, Union City, CA 2/2000
– 3/2001
Service Expeditor/Coordinator, NEXTEL COMMUNICATIONS, Alameda, CA 3/1998
– 12/1999
Operations Supervisor, PAGEMART NATIONWIDE, Hayward, CA 4/1993
– 1/1998
Reproduction Manager, HARLAN TAIT ASSOCIATES, San Francisco, CA 5/1990
– 8/1991
Customer Service Representative, HEADQUARTERS COMPANIES, Oakland, CA 5/1989
–5/1990
Office Services Manager, VICOM/FCB, San Francisco, CA 7/1987
– 5/1989
EDUCATION AND TRAINING
Courses in Veterinary Medicine and Photography, City College of San Francisco 1980 -
1982
Diploma, BALBOA HIGH SCHOOL, San Francisco, CA 1980
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