Help Desk Analyst, Account Manager, Client Rep

Dawn Courtemanche

** ********* **. *********@***.*** Home: 248-***-****

Pontiac, MI 48341 Cell: 248-***-****

Dedicated Customer Service/Call Center Specialist with 10+ years of

experience in client relations and management of accounts. Consistently

achieve record-high customer satisfaction rankings from CEO's, CFO's, and

Facility Managers. Improvements to the bottom line and turnaround of

underperforming operations.

Respected builder, trainer and leader of customer-focused teams; instill a

shared, enthusiastic commitment to customer service as a key driver of

company goal attainment. Lead by example and ensure the execution of high

quality work output by communicating effectively and providing excellent

training.

Areas of Expertise

IT Helpdesk Support Customer Satisfaction Teambuilding &

Customer Service Enhancement Training

Management Front-End Supervision Cost-Reduction

Complaint Handling & Sales & Margin Improvement Strategies

Resolution Customer/Client Liaison Order Fulfillment

Account Management

Professional Experience

Ascension Health Information Systems (AHIS) - Auburn Hills, MI

7/2010 -01/2012

Service Desk Analyst, SME (Subject Matter Expert) Provide Level 1 (first

call) help desk support. Handle inbound calls, outbound calls, email,

incidents, and requests to provide hardware and software support to resolve

system, application, administration and configuration issues, and when

necessary forward/assign the issue to the appropriate Level 2/Level 3

support. Provide training to new employees, assist existing employees,

work as SME to assure all Critical and High priority issues are handled and

routed appropriately.

Selected Contributions and Responsibilities:

. Assist customers over the phone/email, troubleshoot IT issues, reset

passwords, un-lock accounts for 38 Health Ministries. Log all help desk

calls/email incidents and requests into Problem Reporting system.

Service Now.

. Supported the following applications using remote servers: Lawson,

PeopleSoft, Outlook, Microsoft Word, Excel, AS400, Safers, Imagecast

(RIS), Centricity, Kronos, McKesson, Horizon Clinicals, Omnibuyer, Active

Fax, MS4, Invision, Meditech, Midas, All Scripts, Cerner, PACS, Pulse

Check, TPX, AHU, Mysis, Quadramed, Ecare, Teleview, Genie, Gems,

Proclick, Solcom, Borgess, Teletracking, Sunrise, OCIE, Orsos, Active

Directory, Novell, EMAR, Patcom, Lifenet, Intellidot, Putty, Bidshift,

and IBEX.

. Analyze and resolve all issues with a first call resolution if possible.

. Use of multiple clinical applications to troubleshoot system

administration issues such as installation of software, managing

operating systems, root cause analysis, system boot procedures, backup &

restore procedures, password resets, printer issues, and telephone

issues.

. Use remote software to assist in troubleshooting customer issues and

resolving.

. Associate incidents to known errors.

. Triage problems and work with correct support teams to resolve.

. Provide leadership during service disruptions.

. Escalate incidents within established guidelines.

. Provide status updates to customers and verify the quality of service

when incidents are closed.

. Use of knowledge base to assist with troubleshooting incidents for

customers.

Jones Lang LaSalle (GM Help Desk) - Pontiac, MI 6/2004 - 12/2008

Region Lead Account Manager/Trainer, 9/05 to 12/08

Customer Service Representative, 6/04 to 9/05

Started 6/04 through Staffing Agency, offered position with company on

10/04/04 due to my effective work performance.

Promoted to Region Lead/Trainer position to manage 25+ GM Facilities, and

train new and existing customer service reps as well as GM Facility Mangers

and staff. Manage GM facility operations to maintain partnership with key

client.

Selected Contributions and Responsibilities:

Won "Certificate of Appreciation Award" for my effort and assistance in

various projects, and continued ability to be a very effective trainer of

both clients and team members.

Answered inbound (high call volume) calls, email tracking, entered

information into computer system, researched information and provided

complete customer support.

Provided complete software training to Employees and Clients.

Troubleshooting/resolution of software issues, and forwarding calls to

EDS/working with their reps to troubleshoot problems to assist customers.

Served in IT Dept implementing program changes and working on special

projects.

Provided complete building support by being the direct contact for Facility

Managers. Maintaining, creating and providing reports to provide

information and statistics regarding GM Help Desk operations.

Provided excellent customer service, dispatched requests to service

providers via (computer/phone/radio) to ensure facility urgencies were

handled in a timely manner.

Worked with scheduling system to provide conference rooms, meeting rooms.

Attended out of town meetings with clients to discuss/resolve issues

regarding Help Desk service failures, and provide strategic planning to

ensure all goals were met and exceeded.

GMAC North Admin Center - Auburn Hills, MI 12/01 to 2/03

Account Specialist

Completed all administrative duties (Monetary-Non Monetary). Highest level

of escalation for customer calls and complaints that could not be resolved

through the regular customer service desk.

Selected Contributions and Responsibilities:

Maintained incoming call abandon rate at less than 3%.

Researched and resolved all credit bureau disputes and account disputes.

Researched all misapplied funds and handled accordingly.

Refinanced vehicle loans, acceptance and processing of loan extensions,

rebilling of accounts for insurance cancellations/lump sum payments,

reviewed and waived late charges, lease wear and tear charges and other

overages to accounts.

The Home Delivery Company - Walled Lake, MI 03/99 to 01/01

Account Manager/Trainer/Supervisor

Managed major company accounts to ensure all client issues were resolved in

a timely manner. Provided excellent customer support to clients ensuring

our company met and exceeds all of their goals and expectations.

Selected Contributions and Responsibilities:

Provided complete Account support by being the direct contact for CEO's

CFO's, and Vendors. Maintaining, creating and providing reports to provide

information and statistics regarding Logistics operations.

Managed and maintained main order system.

Observed training needs and trained/coached all new and existing employees

in Account Managing procedures as well as Company procedures, including

computer software programs.

Assisted company computer programmer with creating/building company system.

Managed 20+ employees, managed staff levels and scheduling, delegated job

responsibilities, monitored daily performance, and completed yearly

reviews.

Interview, hire, evaluate, manage and develop staff. Ensure accountability

for achievement of departmental goals and objectives.

Develop and enforce corporate and departmental policies, procedures and

guidelines.

Monitor employee attendance and performance using the phone and Quality

Performance Program.

Coordinate and prioritize projects and communications with other

departments and locations.

Escalation for difficult or controversial calls.

Set up of new client accounts. Monitored all departments to ensure client

deliveries were made and any service failures were handled and resolved.

Education and Training

Jones Lang LaSalle University - Online Self Study Course

Certificates: Effective Management: Creating Successful Solutions 7/08

Strengthening Customer Relationships 8/07

Leading Your Team to Business Results 10/07

Communicating Clearly 5/08

Making Team Decisions 7/08

Effective Time Management for You 7/08

Ethics Everywhere 9/07

Negotiating Skills in Action 9/07

Performance Management 8/07

Crisis Management 8/07

CSR Customer Service Training I 11/06 and II 3/07

Succeeding Through Teamwork in Business 9/07

Writing Effective Emails 8/07

Training: Customer Privacy and Data Security, Corporate Citizen Conflict

of Interest, Preventing Workplace Harassment, Effective Telephone

Communication and Customer Service, Internet, Outlook, Microsoft 2003/2007

and 2010, Excel, Access, some Power Point, AS400, Foxpro, Clarify, Cisco

Phone Software, Service Now, Bomgar, Reserve Scheduling, Data Entry,

Typing, Quality Assurance, Account Management, Customer Liaison, Multi

phone, Dispatching.

Contact this candidate