Customer Service Sales

Melody B. Williams

*** ******* ***** ****, ****, SC 29063

803-***-****(cell) ***************@*****.***

OBJECTIVE: To obtain employment within a fast-paced company, utilize skills to help company meet and exceed

Goals, gain valuable training and earn opportunities to grow with the company.

EDUCATION: BS DEGREE – Business Administration/Management Cum Laude (5/2003)

Benedict College, Columbia SC (Honor Graduate)

Computer Skills: MS Office (Word, Excel, Access and PowerPoint experience, 12 years), Information Tech,

Networking, Systems Security

Office Skills: Customer Service (15 yrs experience), Training (10 yrs experience), Management (10 yrs

Experience), and Quality Control/Training (8 yrs experience) 60+ wpm typed and 10

Key operator (data entry)

SUMMARY OF QUALIFICATIONS:

Excellent oral and written communication skills. Melody has an uncanny ability to connect with, inspire and empower

employees to accomplish company goals. Great ability to maintain accurate records, able to read, interpret, and explain

complex concepts. Extensive accomplishments in various roles as an IT Admin, Manager, Trainer and Customer Service

Professional. Detail-oriented with strong ability to plan, organize, coordinate and manage numerous associates/projects,

prioritize, work independently, oversee others, or as a team member. Melody makes customer needs priority and goes

above and beyond to exceed expectations.

PROFESSIONAL EXPERIENCE:

06/08-present CSC (Computer Sciences Corporation) Blythewood, SC Unix System Administrator/Lead Trainer/IT Professional

• Handling dual accounts and roles as IT Administrator and Head Trainer

• Unix Academy Top Graduate

• Unix System Administrator

• Extensive Unix/Linux SA training

• Trained in Sun Solaris10,Redhat,AIX, HP and Linux platforms

• Lead CSC Trainer

• Ensures new and current employees meet or exceed current training and compliance requirements

• Field new hires, equips them with proper resources and training for company readiness

07/07- 06/08 COLONIAL LIFE AND ACCIDENT Columbia, SC Database Administrator/DB Tester

• Build Supplemental benefits web-based and Microsoft Access Database Enrollment sites to facilitate employee web-

based benefits enrollment

• Track all new database request from field Sales Agents through Microsoft Access

• Communicate database creation status to completion to sales agents and Database team

• Assist field sales agents with necessary documents and collect information for accurate benefits enrollment

• Collect, manipulate, secure and import employee and family personal information using Microsoft Excel linked to main

secure Web-based and Access Database

• Create and assess quality assurance checklist to ensure accuracy before Database release

• Conduct mock enrollments to ensure Databases work properly and at clients’ request using Microsoft Word, Excel and

Access

• Worked as part of company quality testing effort for release of new version of main Web-based Database for benefits

enrollment. Utilized Microsoft Excel to conduct test, and Microsoft Access to store, update and transfer data.

• Audit Benefit Election forms for accuracy after enrollment

• Filing, alphabetizing, merging and clerical task

07/02 to 07/07 NCR CORP. Columbia, SC Helpdesk Support Analyst/Dept. Head Supervisor and Trainer

IT helpdesk analyst promoted to department Lead Supervisor and Trainer

Ensured all team members submitted their time worked accurately. Tracked and approved “time-off” requests, sick

time of each team member. Ensured all time-sheets were verified and submitted in a timely fashion.

As Department Lead Supervisor, I was responsible for ensuring that our main and backup network links and

Databases functioned optimally.

Collected, tracked, stored, and edited for accuracy daily, weekly and monthly service reports for customers detailing

service calls versus the number or remote fixes, service response levels, charges for technician visits, etc. to show

compliance with our original contract agreements. Used Microsoft Word, Excel and Access to collect and accurately

communicate this information to clients and stored all information for future reference and possible audits.

Train new associates to access and utilize company tools including company Databases, network links, email and

demonstrations on ways to use Microsoft tools as well. Ensured employees were well trained to handle our company

needs and workload. Individual and re-training when needed.

Kept new and current employees up to date on company compliance and policy through scheduled training classes.

Utilized compliance records, report data and level of client satisfaction to develop new areas for training. Used

company training tools as well as developed tools and made suggestions on the best way to exceed client expectations.

Place and track hardware and software trouble tickets as well as dispatch technicians and track their progress when

remote resolution did not resolve ATM or router network issues for financial institutions.

Created and utilized PowerPoint presentations with full descriptions of our department purpose, duties and

responsibilities as a tool when pitching sales to prospective clients looking to use our services or for informational

purposes to describe our department to others in the company.

Implement new programs in an effort to improve company products. Used my knowledge of the company through

working with several departments and employees to change and implement new models and better ways of conducting

department daily activities.

Department liaison and started an effort for universal procedures to be used for intra-department networking.

Order and verification of cash loads for armored car and financial institutions.

Ensure contractual Quality of Service (service level) agreements are met by constantly updating contractual changes

and having department meetings to ensure entire team is aware of the obligations and the best ways to meet them.

08/01 to 03/02 BANK OF AMERICA, Columbia, SC Item Processor/Proof Operator

Responsible for operating the proof machines, examine and MICR encode bank documents, and inspect and correct

customer and teller errors on documents to ensure accuracy from customers and tellers

APAC CUSTOMER SERVICES, Columbia, SC Customer Service

05/00 to 05/01

Professional/Sales

Install new customer accounts remotely in an in-bound call-center environment

Assist with new and existing customer questions and concerns

Monitor call times and responses for accuracy

Manage group progress to assure service level agreements are met

**Professional References available upon request

Contact this candidate