Customer Service Project

Jeanne L. Cleere

*** ******** *** **

Palm Bay, FL 32907

Phone: 321-***-****

************@***.**.***

Summary

Offers excellent communication skills and computer proficiency. Consistently

demonstrates success in customer/vendor relationship management, and skilled in

quickly building genuine rapport not only within a working environment, but with

customers and stakeholders, too. Works excellently with little supervision, and effectively

in a fast-paced environment. Able to prioritize tasks and meet deadlines consistently.

Has honed interpersonal skills, initiative, attention to detail and follow-through skills.

Ready to supply any references requested.

Professional Experience

United Service Source, Inc. Melbourne, FL 2000 – 2013

(including being assigned specific accounts as outlined below this entry).

USSI is a nationwide installation and maintenance service provider of commercial and

government satellite and radio systems, and telecommunication systems.

Project Coordinator January 2000-July 2008

Managed multi-million dollar accounts interfacing with customers and end users. Managed

critical system accounts such as British Petroleum, AG. Edwards and Mainstream Data

Systems.

Responsibilities included:

• Completed order entry, order dispatch, order closure and billing. Insured that the

required profit margin on all accounts was maintained;

• Coordinated with vendors to insure accurate and timely deliveries;

• Communicated with customers for training, problem resolution and billing

coordination;

• Maintained multiple databases for accurate and accessible project documentation;

• Entered and dispatched detailed work orders outlining project requirements;

• Ran daily reports to monitor overall health of customers accounts;

• Assisted service providers with the necessary technical support when needed and

ensured that they had all the necessary documentation to complete the work;

• Assisted in disaster recovery efforts of a failed satellite.

Specific Accounts:

Tandberg (now part of Cisco Systems) 2008-2011

Specializing in worldwide telepresence, teleconferencing and audio solutions.

Role: Tac Call Agent specializing in providing customer service to end user

customers and partners in the use of Tandberg equipment.

Responsibilities included:

• Superb customer service as the first point of contact for all customer issues

• Responding to customer trouble reports called in to Tandberg;

• Create and maintain trouble tickets; order and track equipment;

• Create daily spreadsheets of all tickets opened and maintain through conclusion;

• Communicate and build rapport with partners and customers; convey trust and

assurance;

• Understanding which decisions could be made alone and which required

consultation with others;

• Understanding processes of RMAs (Returned Merchandise Authorizations) and

Contract and software key issues

• Order, ship and track equipment for each customer and follow-up documentation

on any issues;

• Update remedy with every communication;

• Coordinate Tandberg's resources to ensure that hardware and software faults are

resolved to customer satisfaction.

Nielsen Media Research 2011-2013

Nielsen provides the most complete understanding of viewership and behavior in

the television industry.

Role: Monitored Nielsen equipment throughout the country

Responsibilities included:

• Responding to trouble tickets generated through Nielsen Media and creating new

trouble tickets when necessary;

• Creating hourly reports of existing trouble tickets;

• Monitored various television stations ensuring audio and video is received and on

correct channels;

• Monitored various equipment sites ensuring no time delays between Nielsen and

site;

• Worked tickets to conclusion, and viewed video clips from various television

stations to ensure they are receiving clean audio and video feeds.

Further Experience and Education:

Prior to the work experience listed above, I worked in retail, or on my own as a vendor of

clothing, crafts, and small furniture pieces while raising my children. Before re-locating to

Florida from Connecticut, I worked as a senior secretary at the Skelley-Clifford Law Firm

in Hartford, CT. I graduated from St. Bernard High School in New London, CT, and took

one year at Becker College in Worcester, MA.

Please contact me anytime at the number above for references.

Contact this candidate