Customer Service Manager
Resume:
Scott A. Erb
*********@*****.*** **** Kingsport Rd.
Indianapolis, Indiana 46256
PROFESSIONAL PROFILE
High energy professional a true passion for the information technology
field seeking to eventually branch into network administration for an
organization that promotes loyalty and training for the ultimate success of
their employees
SKILLS
Resourceful Fast-learner Motivated
Skilled in problem solving Computer Savvy Excellent customer
Teamwork oriented Positive attitude service skills
Demonstrate leadership Self guided Enthusiastic
qualities Creative Dedicated professional
Attention to detail
EDUCATION
TechSkills, Indianapolis, IN
A+, and MCP Certified, Network + Certified
On Track to obtain MCSA Certification
Anderson University, Anderson, IN
B.A. in Finance
RELEVANT WORK EXPERIENCE
. 10+ yrs of Customer Service
. 10+ yrs using MS Office Applications
. Using and creating MS Access 97 databases
. Creating and managing SharePoint sites
. Lead Presentation and Training
WORK HISTORY
Libanga Indianapolis, IN
Computer Technician 2009-Present
. Troubleshooting computer issues
. Client interfacing, training and presentation
. Hardware/software installations
. Setting up networks
. Refurbishing computers
. Customer technical support
Hewlett Packard Indianapolis, IN
Global Account Operations Manager April/2007 -
February/2009
. Provided both internal and external reporting on a daily, weekly and
monthly basis.
. Managed the Direct Operations for multiple large accounts that
represented approximately 38 million dollars a year in business
domestically.
. Open Order analysis, shipment analysis, sales and forecast reporting.
. Internal metrics analysis regarding account status and performance.
. Quarterly Business Review presentations to customers as requested
Hewlett Packard Indianapolis, IN
Customer Service Representative July/1998 - April/2007
. Helped to train new hire Customer Service Representatives at a new
Contact Center.
. Performed analysis and redesign of the training courses for several
tools.
. Genesis Project Subject Matter Expert - redesign of the order
fulfillment process from beginning to end across all business
segments.
. Order Status Project - implement improvements to existing tools and
create new reporting tools to improve visibility to Order Status. My
responsibilities on this project included Data Analysis of aged orders
and providing detailed reports and solutions.
. Handled inbound and outbound calls as well as emails. Processed
orders, returns and reports.
. Ensured that all processes were completed per both Sarbanes-Oxley Act
and ISO 9002 requirements.[pic]
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