Customer Service Quality Assurance

DONNA M. WEBBER

Office Administrator

**** ** ******* ****** *********: 772-***-****

Port St. Lucie, FL 34953 Cell: 561-***-****

Email: abmglx@r.postjobfree.com

I have TS1 Security Clearance

SUMMARY OF QUALIFICATIONS

A positive and energetic self-motivated team player with extensive

experiences including Help Desk management, Executive Administrative

assistance, extensive customer service, teaching and training skills, and

an advanced level of computer knowledge. Possess a very strong work ethic

and proven to be a loyal and dependable employee committed to "getting the

job done."

EDUCATION

Lynn University, Boca Raton, Florida

Seeking a Bachelors Degree in Business Professionals

Mergenthaler Vocational Technical High School, Baltimore, Maryland

Commercial Art Major - Top 5% of class (I am equally left and right

brained)

Attended several classes, (in classroom and on-line), involving customer

service, how to be a supervisor, and on software programs such as Microsoft

Office, Databases and graphics programs.

Attended Maria Andros's 8 week Social Media Traffic Blueprint program on

making videos and internet marketing.

ADMINISTRATIVE EXPERIENCE

DONNA MARIE WEBBER- Entrepreneur 2009 to present

4082 SW Canrady St, Port St Lucie, FL 34953

. Owner and creator of 3 websites - DonnaMarieWebber.com,

SpreadsheetDesigners.com, and BevsHorseAdvice.com

. Created and published 28 www.youtube.com/DonnaMarieWebber videos.

. Participated in various on-line marketing programs.

Results

. Sold files and services that the websites offer.

. Discovered a new interest and part time income of acting and modeling

as a result of the videos I produced.

Northrup Grumann for the Immigration Department 2010 to 2010

9300 Belvedere Rd.,Royal palm Beach, FL 33411 561-***-****

Biometrics Technician

. Fingerprint Immigrant applicants

This was a temporary on call position that only lasted 2 months

Results

. Achieved a .56 rejection rate which is almost 3 times below the

acceptable level of rejections that is considered acceptable.

Briellehouse, Inc. 2008 to 2009

5671 Indiantown Rd., Ste 56-238, Jupiter, FL 33458...561-***-****

Personal Executive Assistant

. Assisted in the creation of owner's website.

. Provided personal assistance with all duties required as they arose

pertaining to business or personal needs such as owner's rental

property, personal staff, banking for business and personal needs as

well as home facility and childcare scheduling demands.

Results

. Owner stated that all needs were consistently handled in or before the

time frame given.

CATALFUMO CONSTRUCTION CO. 2003 to 2008

4300 Catalfumo Way North, Palm Beach Gardens, FL 33410

Help Desk Manager

. Provide 1st and limited 2nd level Technical computer and

inbound phone support for 300+ employees via phone and email

communications.

. Assist the Director of the I.T. Department with departmental

issues and procedures.

. Resolved remote desktop and laptop connectivity issues with up to 21

remote jobsite locations using Metro E, Linksys and Watchguard

routers, and Access Point wireless connectivity which also included

Citrix issues.

. Escalate issues to internal technicians via work orders for

network and hardware issues.

. Tracked, monitored, and renewed software license information and

leasing equipment which also included returning the equipment.

. Process warranty repair, exchanges, and warranty contract

extensions.

. Process all copier needs and service issues.

. Reconcile/Validate monthly departmental Invoices.

. Provide camera equipment, support, and warranty services to 50 +

users.

. Update Cicso System phone adds, moves and changes.

. Manage 162 cell phones and 50 blackberries which include setup,

inventory and disposition.

. Implemented and used daily the Track-It Help Desk

software to manage the inventory and the department

Results

. Provided an exceptional point of contact support system

to an entire company.

. Consistently received higher salary increases than those

across the board due to meeting and exceeding standard

expectations.

TRIARC RESTAURANT GROUP (ARBY'S, INC)

1000 Corporate Drive, Fort Lauderdale, Florida 33334

1993 - 2003

Computer Support Specialist (1997-2003)

. Provided Help Desk software and hardware support to 110

corporate and 50 field employees with a $2 Billion company.

. Installed, upgraded, tested, repaired or replaced, configured

and distributed computers and peripherals as needed.

. Prepared and documented all software installation procedures and

kept them current.

. Managed the PBX Telephone system for Adds, Moves, and Changes.

. Assisted in managing computer inventory to coincide with Fixed

Asset Register.

. Provided telephone, voice mail, and computer software and

hardware orientation and training to all new employees.

Results

. Led the successful transition of the off site Help Desk to an in-

house operation reducing support costs by 66%.

. Employee survey indicated 98% customer service satisfaction for

2 consecutive years.

. Designed and implemented internal MS Office and Acrobat computer

software training programs.

Administrator of Business Development (1996-1997)

. Supported the Director of Business Development in all administrative

duties required to research, obtain and develop new franchise

prospects.

. Created and maintained data bases to support and track new business

prospects.

. Analyzed marketing trends and incorporated business developmental

needs to support those changes to achieve sales advantages.

. Created and prepared graphical presentations for internal and external

clients.

Results

. Assisted in obtaining 2 new Franchisees with multiple development

agreements within 5 months.

Executive Assistant to the Chief Financial Officer (1995-1996)

. Provided extensive administrative support to the Chief Financial

Officer. Created and prepared graphic presentations.

Results

. Assembled and led the quarterly Town Meeting Committee to formulate an

informational, interrelated departmental meeting with the CFO's six

direct reports.

. Implemented and supported the In-Store Training Program for all

current and new employees.

Coordinator of Quality Assurance (1994-1995)

. Provided administrative support to the Director of Quality Assurance,

the International Q.A. Manager, Q.A. Bakery Manager, and six field

Q.A. Managers.

. Executed monthly departmental International and Technical Service

Reports.

. Processed mass mailing notices regarding Q.A. issues to staff,

vendors, suppliers, manufacturers, and franchisees.

. Administered and coordinated the release of all product specifications

upon successful execution of necessary legal documentation.

. Compiled a calendar to track departmental personnel on a weekly basis.

. Created and implemented 56 Specification Templates for the successful

course of documentation.

Results

. Provided the QA Director with new systems that allowed the field to

increase productivity time by 8% with the new templates created.

. Allowed the QA Director to manage his team more effectively and

increase communications by 50%.

Coordinator of Marketing (1993-1994)

. Provided administrative support to the Vice President of International

Marketing, Director of Marketing, and nine field Marketing managers.

. Supported AFA (Arby's Franchise Association) in the collection of Co-

Op data and fees due.

. Executed orders of POS materials. Supplied International Franchises

with various marketing materials, and demo tapes.

Results

. Increased execution time of POS materials and demo tapes to the

International Franchises community by 600%.

SPECIAL SKILLS

Extensive software program knowledge including Microsoft Word, Microsoft

Excel, Microsoft Outlook, Microsoft Project and Microsoft Powerpoint, some

hardware repair knowledge, knowledge of copiers and printers, extensive

customer service, teaching and training experience, complete understanding

of office administration procedures, well versed in proprietary and

confidentiality requirements, great time management qualities and able to

multi-task, prioritize, and re-prioritize.

Donna M. Webber

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