Customer Service Manager

Susan Weber

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

Address:

City: Harpers Ferry

State: WV

Zip: 25425

Country: USA

Phone: 304-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Seasoned application specialist in higher education setting. Experience working for a university as an IT - Business Liaison with emphasis on one on one user assistance, application training, report writing, data analysis, data exports, CRS (change request system) for application mods and bugs, bug documentation, QA testing and communication between users, IT and application vendor.

Educational Background:

High School Dipolma from Southampton College of Long Island University, Southampton NY 1/2001 to 12/1981 (Marine Science)

Job History / Details:

Summary

Seasoned application specialist in higher education setting. Experience working for a university as an IT - Business Liaison with emphasis on one on one user assistance, application training, report writing, data analysis, data exports, CRS (change request system) for application mods and bugs, bug documentation, QA testing and communication between users, IT and application vendor.

Highlights

SQL

Unix

Cognos Reports

QA Testing

Troubleshooting

Business Administration

Supervisor Customer Svc

Analytical

Self Starter

Accomplishments

Customer Service Supervisor

Supervisor of order fulfillment and customer service department at Duke University Press. Oversaw the business side of implementing new computer system. Superuser status.

Assistant Business Manager

Promoted to Assistant Business Manager from Customer Service Supervisor after two years. Oversaw business department and became the liaison between business and IT departments. Built strong relationship between business department and IT, which had been historically strained.

IT Database Programmer Analyst

Moved to IT department and oversaw database systems.

IT - Business Liaison

Became full time liaison between IT and business department.

IT Customer Service Help Desk

Changed companies and worked for application vendor GTS, where I was customer service application specialist to 15 clients.

Experience

January 2007 to July 2010

Global Turnkey Systems / Klopotek North America Parsippany, NJ

Application Customer Service Help Desk

Help Desk / Customer Service

Managed call flow and responded to technical support needs of customers. Resolved customer complaints and concerns with strong verbal and negotiation skills. Maintained composure and patience in face of difficult customer situations. Conducted research to address customer concerns. Informed customers about issue resolution progress. Writing modification specs, QA testing on in house database systems. Access to client systems to troubleshoot application issues directly.

September 2001 to December 2007

Duke University Press Durham, NC

IT - Business Liaison

Moved off site and telecommuted with NC office. Traveled to site approximately monthly to meet with departments. Provided IT support to company personnel using GTS application. Displayed courtesy and strong interpersonal skills with all user interactions. Built and maintained successful relationships with application vendor, users and dependent departments. Resolved user issues in a clear, courteous and straightforward manner. Created reports per user requests. Created application training sessions for new modules. Conducted research and data analysis to address user/department concerns.

September 2000 to August 2001

Duke University Press Durham, NC

IT Database Programmer / Analyist

Interim Database Manager.

Maintained database systems while a search was conducted for permanent replacement. Oversaw user application requests, support, training.

Member of search committee to upgrade systems to newest application technologies. Instrumental in the roll out of new system upgrade with application vendor.

July 1999 to September 2000

Duke University Press Durham, NC

Assistant Business Manager

Directly oversaw accounting and customer service departments. Superuser status for GTS business application. Liaison between business department and IT department. Oversaw all requests for reports, analysis, training. Began SQL training to run on demand data analysis for business department. Built strong relationship with IT department which historically had been strained.

January 1997 to June 1999

Duke University Press Durham, NC

Customer Service Supervisor

Oversaw customer service department which encompassed order fulfillment, returns, accounting, telephone orders and application systems.

May 1987 to August 1996

Scholastic Book Fairs Honolulu, HI

Distribution Manager / Customer Service

Managed distribution division for the state of Hawaii for Scholastic Book Fairs.

Education

1981 Southampton College of Long Island University Southampton, NY

Bachelor of Science Marine Science

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