Kirsten M. Jungert-Horcher

* ****** ***** **** ** the Hills, IL 60156 Phone: 847-***-****

Email: abnflz@r.postjobfree.com

Highlights of Qualifications

Excellent written and verbal communications skills; organized and detail

oriented.

Extensive Project Management skills and customer service oriented.

Adept at applying myself to a wide variety of responsibilities and have a

team player attitude.

Call Center experience using Siemens phone systems.

Ability to learn quickly and enjoy helping people.

Professional Skills

Customer Service and Interpersonal Skills

Deliver exceptional customer service both over the phone and in person.

Effectively communicate with all levels of individuals within an

organization and with Vendors.

Ability to work as a team player, yet also able to work independently.

Coordinate and also facilitate training over the phone and in person on

newly installed phone equipment.

Managerial and Supervisory Skills

Project management, including determination of hours and personnel required

to complete a project, and supervision of lower level team members as

pertains to project.

Delegation of work assignments to team, based on personnel best suited for

task.

Excellent ability to work with and coordinate Vendors to complete install

of phone systems at locations across the country.

Monitor action items and milestones on projects and handle accordingly.

Actively work and own trouble tickets from start to finish and escalate

with Vendors as needed.

Manage and support over 2500 cellular devices; process order, activate,

deploy, disconnect, audits, donations, billing

(external and internal) and monthly reports.

Managed voice and voice mail systems at over 40 locations across the

country.

Technical Skills

Technical support, including troubleshooting of hardware, software and

communications equipment issues.

Programming on various phone and voice mail systems (Avaya, Siemens,

Intertel, Octel, Phonemail, ACD queues, CMS, Modular Messaging).

Knowledgeable of VOIP environments as well as Modular Messaging.

Computer experienced (Windows 95 and above, Word, Excel, Outlook, Open

Office, Access, internet, etc.).

Selected Accomplishments

Received multiple (4) recognition awards for outstanding customer service

from both internal and external customers.

Received recognition from IT CEO on exceptional work efforts.

Recognized for establishing working relationships with other departments

within the organization to improve work flow.

Developed new format for documentation of help desk training and

troubleshooting procedures. Oversaw and

participated in creation of new manuals.

Repeated promotions within an organization demonstrating recognition of my

exceptional work and capability for

additional responsibility.

Employment History

United Stationers, Deerfield, IL

Jan. 1991 - Jan. 2009

Sr. Telecommunications Specialist/Project Manager

Telecommunications Specialist

Sr. System Support Representative

System Support Representative

Administrator

Education

DeVry Technical Institute, Chicago, IL Aug. 1997

- Jun. 1998

Oakton Community College, Des Plaines, IL Aug.

1994 - Jun. 1996

Kobelt Travel School, Des Plaines, IL 1990

Harper Community College, Palatine, IL

Aug. 1988 - Dec. 1988

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