Customer Service Quality Control

LAUREN MAOR

**** **** ****** 314-***-**** (C)

Houston, Texas 77025 **********@*****.***

SUMMARY OF QUALIFICATIONS

E-Mail Systems Operations Coordinator with experience in e-commerce,

customer service, and information systems. Motivated business professional

with proven ability to think critically, work in a team environment as well

as independently, manage time efficiently, and produce quality work.

Highly skilled in training, operating information systems, and creating

reports. Proven ability to learn and analyze systems and applications.

Regarded as a proactive, enthusiastic, and effective team player and

leader.

EDUCATION

Master of Science in Management Information Systems - University of

Missouri - St. Louis, Missouri - 2008

(GPA: 3.77/4.0)

Bachelor of Science in Management - Purdue University/Krannert School of

Management

West Lafayette, Indiana - 2004

Minors: Marketing and International Business

(GPA: 3.50/4.00- Dean's List and Semester Honors)

Received St. Louis Purdue Club and Maryland Heights Chamber of Commerce

Scholarships

PROFESSIONAL EXPERIENCE

THOMPSON PUBLISHING GROUP - Tampa, Florida 2009

E-mail Systems Operations Coordinator

Supported four areas of business: e-commerce in regards to publications and

audio conferences, quality control, database and system maintenance and

archiving. Utilized Thompson's in-house system and Outlook to update e-

mail content, query sub-groups, send e-mail campaigns, and archive

resulting statistics. Performed weekly maintenance on in-house system and

server drives. Conducted quality control for customer service calls.

Controlled and archived e-mail communication between Tampa and Washington

offices.

. Created user manuals for two e-mail systems' operator positions saving

roughly 1 months training time for new employee.

. Unified processes between two e-mail systems' operators saving archiving

time by one hour per week and reducing printed paper waste by 20 pages

daily.

. Eliminated maintenance day allowing e-mail systems operator's work to go

uninterrupted. Marketing was able to have e-mail campaigns facilitating

average of 70,000 e-mails sent.

XTRA LEASE - St. Louis, Missouri 2004-2009

Customer Account Specialist

Managed and administered web access and data integrity for company's

website. Provided e-Services training and web support for customers and

employees through live training sessions, telephone, and e-mail

communications. Developed interactive training material used for New

Employee Orientation. Maintained XTRA Lease's Policies and Procedures

using Robohelp. Organized and formatted policies and procedures for

conversation to pivotal site. Co-wrote monthly newsletter to train and

update employees. Assisted marketing department in production of online

newsletters and direct mail pieces using customized company software and

Vertical Response. Utilized BOSS to forward sales leads to field.

Conducted testing of website and administration site. Produced ad hoc

reports in Business Objects and Report Builder for customer connection

center, marketing department, and field.

LAUREN MAOR PAGE TWO

. Developed interactive means for new employees to learn company website

increasing navigational speed and understanding of website. Process

facilitated customers calling branch to have basic website questions

answered immediately. Resulted in reduced call volume to customer

connection center regarding basic questions.

. Created departmental reports for customer connection center and marketing

department that could be refreshed and edited without having to make

requests to IT department. Saved between three days to several months

wait time allowing marketing campaigns and database cleanup to be

conducted as needed.

. Formed relationships with sales staff nationwide facilitating seamless

website support. Reduced common call time by 10-20 minutes due to

immediate understanding of caller's needs without repetitive full

explanations using a variety of terminology.

. Learned Robohelp and became sole administrator of policies and procedures

for XTRA Lease. Organized process to increase update speed from monthly

to biweekly. As XTRA Lease developed new policy and procedure system,

categorized and converted files by department within one week, which

would have taken departments a month to find, retype, recreate and

organize.

FACE IT - West Lafayette, Indiana 2004

(Caricature Company that out-sourced artists to various events in and

around West Lafayette, Indiana)

CEO and Founder

Performed operations of start-up business, which included formulating

business plan, developing advertising and promotion strategies, event

planning, accounting, payroll functions, inventory management; facilitated

business-to-business relationships. Held formal information sessions using

PowerPoint presentations. Performed human resources functions including

recruiting and interviewing.

TEMPORARY EMPLOYMENT/SUMMERS

PROFESSIONAL EMPLOYMENT GROUP - St. Louis, Missouri 2001, 2003

Summer Positions - Various Companies

HARRAH'S CASINOS - St. Louis, Missouri 2002

Total Rewards Representative (Summer Position)

INFORMATION TECHNOLOGIES, INC. - St. Louis, Missouri 2000

Receptionist (Summer Position)

SHERATON HOTELS - St. Louis, Missouri 1999

Receptionist (Summer Position)

COMPUTER SKILLS

Computer Microsoft Word, Visio, PowerPoint, Excel, Outlook, and

Software Access; Windows; Actuate; Business Objects (Crystal

Reports); Report Builder; Multipub; Robohelp; Vertical

Response; Mailking; Dreamweaver; FTP Pro; Audacity;

Wygant Encore; FileMaker;

Computer Visual Basic.Net; Java; HTML

Languages XERT; BOSS; Thompson's intranet; XTRA Lease

Proprietary administrative website, test environment, and intranet

Systems (pivotal site); Qualcomm's T2 TrailerTRACS asset

management system;

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