Customer Service Manager

Kristi Thompson

*** ****** **** ********, ** ****3

**************@*****.***

RELATED WORK EXPERIENCE

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Manager, My Joy, Inc. Jackson, MS

Collaborated with each territory manager and developed processes to enable compliance and recruitment of employees

following guidelines implicated by the company.

• Processed background checks and coordinated drug screenings.

• Expedited preparation and compliance of files for health organization accreditation.

• Scanned confidential documents into electronic filing system and categorized them for retrieval and

performance reviews.

• Monitored employee file compliance by utilizing computer system to generate reports.

• Audited each employee file to update incomplete and missing paperwork in a timely manner.

2005 2006

Store Operations Manager, My Joy, Inc. Jackson, MS

Recruited and scheduled staff ensuring balanced coverage on the shift with compliance with company regulations by

assigning employees to proper stations at all times.

• Revised and adapted weekly schedule to consist of maximum hours as regulated by the Corporate Office.

• Supervised, coached and counseled staff of 70 or more employees.

• Trained employees on cash register management and coordinated all orientation sessions for new hires.

• Documented stolen items on a daily basis and forwarded reports to Loss Preventions Manager.

• Channeled pro active quality by working closely with management and being aware of upcoming events.

2006 2008

Training Supervisor, My Joy, Inc. Jackson, MS

Processed new hire information, transfers, promotions and terminations. Ensured all employee time punches in

timekeeping system were correct and electronically sent to Home Office.

• Researched employee issues with regards to payroll and benefit questions by contacting appropriate department

and reviewing the company handbook and policies.

• Created and prepared paperwork for all new hires, tracked attendances, recorded personal and vacation time

and ensured that benefits department was notified of all leaves of absences on a weekly basis.

• Coordinated daily operations and morning staff meetings, addressed and resolved customer complaints.

• Awarded Employee of the Month

• Supported management and praised them on excellent customer service standards in all 23 locations.

2009

Technical Support Account Executive

• TECHNICAL PROFILE

* Strong networking background includes maintenance and administration of computer and

network systems as well as hardware, software, and operating installation and configuration.

* Superior skills in communication and customer service. Able to work with end users to identify

and resolve technical issues, with extensive experience providing user t raining.

T ECHNICAL SKILLS

* Networking: LAN/WAN, TCP/IP, Ethernet, NetBEUI, network design and t roubleshooting.

* Applications: MS Office, CASPER, NAV, McAffee Security, Java, Site Server, Oracle

(Windows/Linux), Visual Studio 6/.NET.

* Operating Systems: Windows 98/NT/2000/XP/2003/Vista

* Hardware: PC/server assembly and repair, routers, switches, hubs.

• EXPERIENCE

* Served as sole technical support specialist for school, budgeting t ime and resources for optimum

results. Installed and configured operating systems, software, patches, and hardware.

* Supported more than 110 end users. Performed wide range of computer repairs, maintenance,

and upgrades.

* Maintained multiple OS environments, including Windows 98 through XP, Linux, and Solaris, as

well as applications such as Visual Studio, SQL, Site Server, Oracle, Websphere, and more.

* Developed and oversaw internship program to t rain students in technical support skills. As a

result of expertise and efficiency, tasked with mentoring up to 16 interns at one t ime.

* Installed, configured, and maintained PCs, operating systems, software

* Effectively trained end users to use software, operating systems, and hardware.

* Implemented and maintained databases, analyzed data and delivered reports. Supervised data

entry team and provided end user t raining for database system.

EDUCATION

2005 2009

Jackson State University

Business Administration

ADDITIONAL INFORMATION

• Computers: Proficient in Microsoft Office (Word, Excel and Outlook) and other office tools

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