Customer Service Project Manager
Resume:
Pang Lynda Fang
Objective
A position that will allow me to utilize both my technical and customer
service experience.
Background
Highly organized, detail oriented, and self motivated. I have over 7 years
customer service and 4 years technical experience and 3 years of
educational background. I am an effective problem solver, team player, and
proven leader.
Experience
IBM - Contract, Bentonville, Arkansas
Walmart Store Support Team Lead, March 2009 - Present
? Directly responsible for supervision and training of 12-15 level 1
technicians
? Support all hardware in Walmart stores pertaining to IBM Bladecenter,
DS3200, NSeries, and standalone servers nationwide and internationally
? Work closely with Walmart, International Teams, Internal Teams, field
technicians, and other vendors to resolve both hardware and network
issues quickly
? Delegate and ensure work is done properly based on processes established
by level 2 and/or developers
? Document all events and actions occurred in both customer Remedy
database and internal Lotus Notes database
? Resolve customer complaints on as-needed basis
? Observes operation of equipment, control panels, error lights, error
messages, event logs remotely
EagleOne Logistics, Inc, Fort Smith, Arkansas
Dispatch / Customer 1st Representative, March 2006 - May 2009
? Quickly and accurately identify and resolve issues, problems, and
functional questions posed by customers
? Build strong relationships with customers, field operations, and
drivers
? Utilize the tools and systems with a high degree of efficiency and
effectiveness
? Manage each interaction to identify customer business needs and to
promote added value
? Log and document all incoming calls
Field Solutions - Contract
Field Service Technician, May 2007 - October 2009
? Install and/or upgrade POS systems, Server PC's, Printers, Servers,
and Kiosks on site
? Provide preventive maintenance, repair, and service support
? Update and document services performed to Field Solutions database
First Muskogee Financial Corporation, Roland, Oklahoma
Computer Operator, June 2007 - January 2009
? Amount Key, Reject Repair and Balancing, End of Day Closeout, Fed
Forward and Fed Return Cash Letter Generation
? Statement, Mail Manifest, Notices, and Mail Preparation &
Distribution as scheduled
? Daily balance of Host System to POD System and backup all daily data
? Update all account information for DDA, Savings, Loans, General
Ledger, Telebank, Teleweb, and ATM
? Provide Level 1 help desk support
? Run, Pull, and Terminate network and telephone cables when needed
DataStar USA - Contract
Field Service Technician, March 2006 - July 2006
? Troubleshoot and replace a new motherboard for anti-theft device
? Log and keep track of open work orders
? Provide repair & service support to customers
Experience Continued
Dillmeier Enterprises, Inc, Van Buren, Arkansas
Administrative Assistant, February 2005 - August 2006
? Enter all new daily orders and quotes into system
? Generate Ad-Hoc reports upon request
? Scan most commonly used drawings or details for certain customers in
system
? Maintain and update master information database
? Provide administrative support for office and warehouse management
? Handle customer service issues and/or requests via phone, fax, and e-
? Check freight rates, estimated delivery time, and methods
? Log and track all shipped and in house orders
Blockbuster Video, Fort Smith, Arkansas
Customer Relations Coordinator - Shift Manager, May 2003 - December 2004
? Receives all cash, checks, and/or bankcard charges for initial
deposits, subsequent payments for sales orders
? Balances individual cash drawers representing the day's transactions
at the end of the shift
? Handle customer account maintenance, prepare billing statements and
post cards to mail out weekly
? Send bad debt account summaries to the collection agency and generate
affidavit forms for local prosecuting attorney for NSF unpaid checks
? Directly responsible for supervision and training crew of 3-5
Dollar Thrifty Automotive Group, Tulsa, Oklahoma
Customer Service Agent, May 2002 - December 2003
? Handle customer service issues in person or by phone
? Train new hires and coach co-workers in sales
? Generate daily reports for management and assist to plan daily fleet
? Maintain sales requirement
? Organize and dispatch work crews
Education
Broken Arrow Senior High School, Broken Arrow, Oklahoma
? High School Diploma Achieved, Graduated May 2002
University of Arkansas, Fort Smith, Arkansas
? Bachelor of Science - Information Technology Networking, Expected
graduation date December 2011
References
Sarah Kimberlin - Field Solutions Jeff Freeman - NCR
Corporation, Bentonville, Arkansas
Resource Coordinator Project Manager
**********@**************.*** ********@***.***
Chris Nguyen - EagleOne Logistics, Fort Smith, Arkansas Gentry Stocks -
Meeks Investments, Fort Smith, Arkansas
Lead CSR Project Manager / Field
Technician
**********@*****.*** **********@***.***
Updated 2/4/10
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