Customer Service Training

Casey Welsh

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

Tomball, TX 77375

Cell: 240-***-****

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

Education

Bachelor of Arts, English Language and Literature August 2006

University of Maryland, College Park, MD

Associates of Applied Science, Culinary Arts, June 2012

Associates of Applied Science, Baking and Pastry Arts, June 2012

Hocking College, Nelsonville, OH

Work Experience

Customer Solutions Specialist September 2012 - May

2013

The Reynolds and Reynolds Company, Houston, TX

. Assist customers in utilizing software to increase profitability and

efficiency.

. Trouble-shoot customer software needs.

. Assist in building reports to meet customer needs.

. Act as a point of contact for customer questions and requests.

. Build a friendly rapport with customers to foster a positive image of

the company.

On-Call Branch Office Administrator December 2010 - August

2012

Edward Jones, Lancaster, OH

. Answer incoming phone calls.

. Set appointments and phone calls on Financial Advisor's calendar.

. Manage incoming and outgoing correspondence.

. Act as back-up to full-time Branch Office Administrator.

Prep Cook July 2012

Jackie O's, Athens, OH

. Prepared food for service.

. Maintained high standards of sanitation for the kitchen.

Kitchen Assistant October 2011 - June 2012

Creative Executive Catering, Lancaster, OH

. Prepared food for on-site and off-site catering events.

. Oversaw kitchen operations for on-site and off-site catering events.

. Maintained high standards of sanitation for the kitchen.

Specialist (Working title: Technical Trainer and CRM Support Specialist)

March 2008 - September 2010

University of Maryland University College, Adelphi, MD

. Trained all new employees on use of the CRM (GoldMine) on a twice-

monthly basis.

. Delivered supplemental training to existing employees as new features

and tools for the CRM became available.

. Maintained CRM help page on the University Intranet, consisting of

monthly updates, training manuals, and supplemental training

documents.

. Authored all CRM training documents, which included the training

manuals and all ad hoc instruction documents, both for users and for

use by the IT Help Desk.

. Performed second-level IT support for the CRM, including trouble-

shooting user issues and addressing additional training needs.

. Designed all training classes, using face-to-face and synchronous

classroom delivery.

Graduate Academic Advisor October 2006 - March 2008

University of Maryland University College, Adelphi, MD

. Mentored new Graduate Advisors, including training new staff on use of

GoldMine, PeopleSoft, and the Hershey Document Management System, as

well as on business practices of the University as a whole and

Graduate Advising specifically.

. Wrote and designed training materials for use by Graduate Advising

staff on new CRM functions as they became available.

. Acted as a "super-user" of the CRM, serving as point of contact for

database administrative team and assisting staff in training and

trouble-shooting basic issues.

. Maintained a high level of customer service for all graduate students.

. Wrote and designed a quarterly newsletter for current graduate

students, working closely with the University's Marketing department

to distribute and post the newsletter in a timely manner.

Contact this candidate