Customer Service Engineer

Rhonda R. Sanders

**** ******** ******** ****, ***** Mountain, GA 30083 ? 404-***-****,

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

SUMMARY OF QUALIFICATIONS

** ***** ** ********** ** a customer service professional providing

excellent service and timely resolution to produce quality results. Highly

organized; exceptional communication and interpersonal skills. Proven

ability to analyze and resolve technical and functional proficiencies.

PROFESSIONAL EXPERIENCE

Ingenico Inc. Atlanta, GA

12/2002- 09/2009

> Customer/Technical Support Engineer

> Documentation Control (part-time)

> Project Coordinator

> Customer Service Lead

Customer Service/Communication Skills

. Fielded 200+ customer calls weekly; provided consistent satisfaction

and delivered winning results.

. Provided customers with updates and information to track their orders

on the UPS/FedEx websites.

. Conferred with supervisors/clients on status of job requests or

changes to orders

. Issued 1000+ repair tickets for defective units; maintained and

monitored accounts for repaired and available units according to

hardware maintenance agreements (HMA)/ service level agreements (SLA)

Database Management/Documentation Control

. Prepared documentation using Crystal Reports to highlight turn-around

time, downtime due, and malfunctions of units and parts.

. Utilized SAP database to generate a Sale Bill of Material (SBOM) to

corporate for final approval.

. Conducted weekly backups of company data to file transfer protocols

(FTP) website.

. Reviewed/ revised master projects schedule for availability of

components and completion dates.

Technical/Computer Skills

. Gained technical knowledge and expertise on Ingenico products/sales

activities; systems integration, Application Software, Encryption Key

Injection and debit Processing

. Applications: MS Office Suite and Lotus Notes; Operating Systems:

Windows Vista/XP

. Database: Jira, Confluence Knowledge Base, SAP, Metrix, Crystal

Reports

Leadership & Trainer

. Assumed leadership role in absence of manager; trained staff on

department procedures.

. Encouraged and assisted employees in self-improvement/development

planning.

. Communicated with managers on progress of employee efforts and

accomplishments.

. Scheduled and coordinated work orders with third party vendor and on-

site technicians.

Target, Alpharetta, GA., Cashier (part-time)

08/2006 - present

EDUCATION/TRAINING

DeKalb Technical College, Decatur, GA

Diploma, Database Administrator,

Anticipated: 2011

Certificate, Technical Communication Specialist

2010

New Horizons, Atlanta, GA - Certificate - Crystal Report v11

07/26/2007

DeVry University, Decatur, GA - Bachelors Degree,

1998

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