Manager Customer Service
Resume:
DAVID F. GREENE
SAN JOSE, CA 95112
408-***-**** OR ******@*****.***
PROFESSIONAL EXPERIENCE:
Mountain View, CA
August 2012- Present
Google Play Support Crew Lead / SME (Swing)
● I work as a contractor with Randstad @ Google in the Google Play Support Center during the
swing shift (3:30PM- 12:30AM). There, I provide Email support to resolve end-user
problems and process refunds when applicable.
● I educate customers on how to work systematically through various technical issues and help
them understand the features and benefits of Google Play products (from devices to apps).
● I participate in following predefined support procedures and policies while helping develop
new ideas and discovering new issue resolution processes through thorough investigation
using tools like: Trax, Pyics, Google Play Store, Google Translate, Harmony, Google
Checkout, The Chrome Web Store, Cases, and searching with Google.
● Support Google Play Store refunds and processing forms as well as resolving escalations.
● Work in a fast-changing, fast-paced workplace that is an open learning environment.
● Work, in concert, with fellow agents to resolve difficult customer issues which fosters a
supportive team environment.
● Effectively and judiciously escalate issues with clear communication to Team Leads as well
as Randstad management.
● Currently, I am working with the Hardware 2nd. tier as a Crew Lead /Subject Matter Expert
and am being trained as back-up telephone support for the Google Play Magazines vertical.
APPLE INC.
CUPERTINO, CA
JUNE 2011- AUGUST 2011
FINANCE HELPLINE ANALYST
● I WORKED WITHIN THE GLOBAL FINANCE GROUP AS A CONTRACTOR WITH TEK SYSTEMS, AS PART OF THE
FINANCE HELPLINE TEAM.
● I HAD THE DAILY RESPONSIBILITY OF GRANTING EAPPROVAL ACCESS, AUTHORIZED REQUESTER ACCESS AND
HAD THE ABILITY TO WALK AN EMPLOYEE THROUGH THE PROCESS OF CREATING PURCHASE REQUISITIONS,
TRAVEL REQUESTS, AND EXPENSE REPORTS.
● HAD BEEN GRANTED THE ABILITY TO ALTER ROUTES WITHIN THE APPROVAL HIERARCHY AS WELL AS TO GIVE
UPDATED INFORMATION REGARDING EXPENSE REPORT STATUS, GR, AND PO STATUS.
● DAILY USED SONAR, EAPPROVAL, ESPRESSO, THE APPLE FINANCE WEB PAGE, SAP GUI, SAP
WEBCYCLE, FIN REF, AND THE INTERNAL APPLE WEB.
● ASSISTED A VARIED GROUP OF GLOBAL APPLE EMPLOYEES FROM RETAIL ASSOCIATES TO EXECUTIVE OFFICES
WITH REQUESTS VIA PHONE OR EMAIL.
● I RESPONDED TO 30- 60 CALLS PER DAY WITH AN AVERAGE HANDLE TIME OF 5.6 MINUTES.
● Special Project Execution: Project Ford. This was a project to reduce the number of
employees with Authorized Requester status, enterprise wide, by blocking access until the
850+ listed employees completed an online training. Once the training was successfully
completed access was restored to those who required it.
APPLE INC.
CUPERTINO, CA
NOVEMBER 2010- JANUARY 2011
EMAIL ASSISTANT
● I WORKED FOR HR HELPLINE AND THE COMMUNITY AFFAIRS GROUP AS A CONTRACTOR WITH VOLT
@APPLE UNDER THE HR HELPLINE OPERATIONS MANAGER AND COMMUNITY AFFAIRS LIAISON.
● RESPONSIBLE FOR PROCESSING AND ASSIGNING ALL CONFIDENTIAL DONATION AND GRANT REQUEST EMAILS
USING SUGAR CRM.
● CORRECTED OVER 1,500 CASES SO THAT THEY CAN BE CLASSIFIED PROPERLY FOR THE END OF QUARTER
REPORTING.
● DAILY USED VIRTUAL EDGE HRIS TO RELEASE NEWLY HIRED EMPLOYEES TO WORK IN NATIONAL RETAIL
LOCATIONS.
● Special Project Execution: To scan and catalogue over 300 handwritten Donation/ Grant
Request letters addressed to former CEO, Steve Jobs using Sugar CRM and File Maker Pro.
DAVID PAULS CONSULTING
SANTA CLARA, CA
JANUARY 2004- JUNE 2010
ADMINISTRATIVE/ PERSONAL ASSISTANT
● I WORKED AS AN ADMINISTRATIVE/ PERSONAL ASSISTANT FOR THE CEO OF A RESEARCH AND
DEVELOPMENT TAX CONSULTANT FIRM WHOSE CLIENTS INCLUDED VISA, ELECTRONIC ARTS, AND ORACLE.
● HELPED MR. PAULS FOCUS ON HIS CLIENTS BY PERFORMING EXCELLENT GENERAL OFFICE DUTIES
● I PERFORMED HR DUTIES FOR TEMP. WORKERS WHEN NEEDED WHICH INCLUDED I-9 AND W2 FORMS
ALONG WITH JOB TRAINING.
● Screening telephone calls, inquiries and requests, and handling them if necessary.
● Organized and maintained diaries and making appointments.
● Dealt with incoming email, fax and post, which is often related to my manager's name.
● Conducted background research and presenting findings.
● Created documents, briefings, reports and presentations.
● Organized and attended meetings and ensure their managers well-prepared for meetings.
● Liaising with clients, suppliers and other staff was a daily responsibility.
● Represented for manager, making decisions and delegating work to others in the absence of
manager.
● Designed and maintained office systems, including data management, archiving, etc.
● Managed travel and accommodation and, occasionally, traveling with the manager to take
notes or dictation at a meeting or to provide general assistance during presentations.
LIFESCAN
MILPITAS, CA
MAY 2002- JULY 2003
CUSTOMER CARE REPRESENTATIVE
● I ASSISTED CUSTOMERS WITH THEIR ONE TOUCH BLOOD GLUCOSE METERS MADE BY Lifescan, A JOHNSON
AND JOHNSON COMPANY.
SUCCESSFULLY COMPLETED THE INTENSIVE 6 WEEK TRAINING PROGRAM FOLLOWED BY A 4 WEEK PRACTICUM.
●
I WAS ABLE TO troubleshoot, TEST, AND GUIDE CUSTOMERS THROUGH ALL STEPS IN USING THEIR ONE
TOUCH BLOOD GLUCOSE METER.
● I WAS PROFICIENT IN USING VANTIVE, THE LIFESCAN SITE (WWW.LIFESCAN.COM), AND THE DIABETES
ASSOCIATION’S SITE TO RESOLVE VARIOUS CUSTOMER ISSUES (I.E. ADJUSTING SETTINGS ON METERS, WALKING
A CUSTOMER THROUGH THEIR FIRST BLOOD GLUCOSE TEST, CONTACTING PHARMACIES TO REPLACE BROKEN
ONE TOUCH METERS, TRACKING OF REPLACEMENT METERS VIA UPS AND FEDEX SITES).
● RECEIVED THE LIFESCAN STAR AWARD FOR OUTSTANDING CUSTOMER SERVICE ON 9/16/02 FOR TURNING
A VERY angry call into a positive experience.
EDUCATION:
SAN JOSE CITY COLLEGE
San Jose, CA
2007- PRESENT
I am a part-time ENGLISH MAJOR/ FILM MINOR WITH AN ANTICIPATED transfer to San Jose State
University in 2014. I have a 3.56 GPA out of a possible 4.0 AND AM CURRENTLY considered a Junior.
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