Customer Service Management

Vany Playda

**** ******* ***** ** *******, GA ***47

Phone: 404-***-****

Email: *******@*****.***

Professional Summary:

• 8 years of experience in an administrative capacity

• Usability and Performance Metrics

• Self Motivated; Individually or as a Team Member

• Ability to Multi-task in High Pressure Environments

• Motivating others to help accomplish common goals

• Client Interaction; both Internal and External

• Dedication, dependability and reliability are shown through the pride taken in carrying out a task and following it

through to completion

• Posses a strong desire to learn and excel

Technical Qualifications

• MS Office • Logic & • Business • TSYS

•

Suites Design Objects SCIP

• • •

MS Visio iProc Concur • SCIM

• • Expense Link

MS SQL 2005 Oracle • Crystal

•

• • TOAD

MS MegaStat Gelco Reports

•

• • PUTTY •

Data Entry iNav ITG

•

• • G-Link •

Lotus Notes ManageNow Visual C++

•

• • SharePoint •

SAP Siebel Hummingbird

•

• • SCOPES •

Eclipse Maximo ReFax

Education:

Keller Graduate School of Management DeVry University

Atlanta, Ga. Anticipated Graduation June 2010 Atlanta, Ga. February 2009

Masters of Business Administration of Concentration in Bachelor of Science in Technical Management of

Human Resource Management concentration in Computer Information Systems

Keller Graduate School of Management Brown Mackie College of Atlanta

Anticipated Graduation December 2010 Dunwoody, Ga. April 2005

Masters of Public Administration of Concentration Associate of Applied Business in Accounting

in Government Management Emphasis Technology

Selected Experiences:

Customer Service Specialist, Equifax Alpharetta, Ga. 09/2009 – Present

• Assist ETAS Operations by coordinating UAT and Production installations between CFTs, Middleware and EIO

groups.

• Create internal and external work requests in form of Siebel Call Center and Manage Now tickets

• Performed UAT testing of new Siebel Call Center & Maximo software upgrade and helped facilitate training and

deployment for entire department

• Help manage offshore assets and distribute work requests so that SLAs are maintained and ensure positive

customer outcomes

• Gather, document and distribute to Senior Leadership team monthly and quarterly support metrics

• Point of contact for escalated issues

• Coordinate office moves and event planning for the department

• Order supplies and equipment through office max or Oracle – iProc

• Enable executives to focus on their core responsibilities by handling information requests, receiving visitors,

performing clerical functions such as coordinating calendars, scheduling travel and processing expense reports

Staff Assistant III, Equifax Alpharetta, Ga. 06/2007 – 09/2009

• Provide high level secretarial assistance and services to Senior Vice President, Vice President, and Directors of

Technology and Analytical Services (TAS)

• Enable executives to focus on their core responsibilities by handling information requests, receiving visitors,

performing clerical functions such as coordinating calendars, scheduling travel and processing expense reports

• Assist TAS support group in creating tickets through Siebel Call Center

• Assist in training and deployment of recent Siebel upgrade

• Gather, document and distribute to Senior Leadership team monthly and quarterly support metrics

• Process invoices and reconciliation billing for InterConnect

• Point of contact for escalated issues

• Coordinate office moves and event planning for the department

• Order supplies and equipment through office max or Oracle – iProc

Data Entry, GE Power (Manpower) Duluth, Ga. 11/2006 – 02/2007

• Ensure all documents were recorded and maintained correctly and efficiently

• Label products and items into the correct bins

Customer Service Representative, Sears Contract Sales Augusta, Ga. 12/2005 – 06/2006

• Conduct account investigation as needed and make the necessary adjustments, refunds, corrections

• Assist Builders in ordering supplies for new homes

• Demonstrate Sears Leadership Principles: Customer Focus, Change Management, Drive for Results, Teamwork,

Performance Management, Diversity/Inclusiveness

• Develop and submit complete and accurate orders, ensuring adherence to lead time requirements

• Establish operational procedures to ensure the timely execution of delivery and installation orders

Collection Assistant, Graybar Electric, Company Norcross, Ga. 11/2004 – 02/2005

• Ensure timely and accurate communication to the internal and external customers

• Point of contact for escalated issues

• Administer customized invoice processing and perform data entry

• Setup new accounts; pull up credit reports on customers, print invoices

Administrative Support III, MacMorris & Carbone San Jose, Ca. 10/2001 – 11/2001

• Compose, prepare, edit and distribute correspondence, reports, studies, forms, and documents

• Develop, coordinate, and maintain record keeping and filing systems ensuring timely response is received

• Setup meeting events for court reporters, high level management and Attorneys

• Process incoming and outgoing mail

• Answer and route phone calls, take messages, greet and direct visitor

Contact this candidate