Customer Service Management

Elizabeth Long

Email: abpgre@r.postjobfree.com

Address:

City: New Castle

State: PA

Zip: 16105

Country: USA

Phone: 724-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Help Desk Supervisor with 15 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

Educational Background:

High School Dipolma from Slippery Rock University, Slippery Rock PA 1/2001 to 5/2007 (Information System/Communication)

Job History / Details:

Summary

Help Desk Supervisor with 15 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

Highlights

Troubleshooting proficiency

Exceptional telephone etiquette

Skilled multi-tasker

Skilled in HTML, HTTP and IP

Skilled in TCP/IP and WAN

Excel in remote user software, including GoToAssist, GoToMeeting, Remote Desktop and PCAnywhere

Strong problem solving/troubleshooting skills

Website maintenance

Skilled trainer

Microsoft Outlook, Word and Excel

Rock Solid POS software proficiency

Support of Novell Groupwise, Microsoft Outlook and Everyone.net

Scheduling, Training and development, Effective workflow management

User and group management in Active Directory and Novell Console One

Administration of work ticket databases, including Heat, TrackIt, Microsoft CRM and Clientele

SQL Management Studio and SQL query experience

Support of wireless devices including Symbol devices, PDA, Blackberry, iPhone, and Android Devices.

Wireless network support of Linksys router and Access Points.

Accomplishments

Microsoft Certified Professional

A Certification

Microsoft Windows 7 Certification

DDI Management Training, multiple courses

SkillPath Customer Service and Management Training, multiple courses.

Experience

July 2009 to October 2012

True Value Company Chicago, IL

Help Desk Supervisor

Created training manuals targeted at resolving even the most difficult customer issues.

Monitored the daily activities of 7 customer support representatives.

Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Provided detailed monthly departmental reports and updates to senior management.

Resolved customer questions, issues and complaints.

Provided support for hardware, software, wireless devices, and web applications to 5000 hardware retailers.

Provided end user support to 500 employees on hardware, software, network, and cell phones.

April 2006 to September 2006

Fisher Scientific Pittsburgh, PA

Help Desk Support - Contractor

Provided support for off-site users for Inventory and Ordering DOS based application, including ensuring daily uploads received.

February 2005 to February 2006

Dick's Sporting Goods Pittsburgh, PA

Tier 2 Support - Contractor

Assisted in transitioning new stores to POS software and network needs due to company merger.

Provided support for wireless devices used for inventory, including troubleshooting wireless network hardware

April 2000 to May 2004

American Eagle Outfitters Warrendale, PA

Help Desk Analyst

Provided support of POS software and hardware for retail stores.

Ensured sales were uploaded and processed daily.

Database Administrator for Heat work ticket database.

Provided end user support for employees on software and hardware issues.

June 1997 to March 2000

Reese Brothers Pittsburgh, PA

Help Desk Supervisor

Provided software and hardware support to 12 call centers.

Responsible for generation of daily reports and uploading data to clients.

Supervision of help desk staff of 8 and field staff of 12.

Created training manuals targeted at resolving even the most difficult customer issues.

Interviewed, hired and trained new quality customer service representatives.

Resolved customer questions, issues and complaints.

Education

2007 Slippery Rock University Slippery Rock, PA

Bachelor of Science Information System/Communication

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