Experienced CRM, Call Center, Customer Support Specialist
Resume:
STARR FROST
Oak Park Heights MN 55082
Phone: 651-***-****
Email: ***********@*****.***
PROFESSIONAL PROFILE
Experienced high volume Customer Service Rep with proven leadership in cross functional project teams. Recognized for the ability to quickly identify, communicate and resolve technical, marketing and sales issues in matrix environments and large complex organizations. Works well independently or in team environments. Demonstrates outstanding multi-task, communication and presentation skills using computer systems and tools. Technical background and team attitude results in an internal and external “go to” first person to contact.
CAREER HISTORY
MINNESOTA CENTRAL AUGUST 2010 – PRESENT
Customer Service, Quote Manager, PM Dispatch, School Bus Driver and Minneapolis Hub Recruiter
• Generated and managed quote inquiries for internal and external audiences.
• Tracked and resolved billing and charter issues for customers and management.
• Scheduled staff and dispatched buses.
• Administrated, established, improved and documented tasks for management and corporate.
• Recruited, interviewed, presented and generated New Hire material and paperwork tracking at new location.
• Presented educational videos for training new staff.
• Represented company at the Woodbury Workforce Center recruiting event.
• Commercially Licensed Bus Driver, Stillwater School District.
FROST VENTURES 2007 – PRESENT
Website development and redesign
• Create and redesign Websites and Catalogs for clients.
• Content and Data Management for clients.
IBM 1988 – 2007
Customer Service: ISV SolutionLink Connection Advocate – White Plains NY 2003 – 2007
• Recruited to this new high volume call center program to link customers to global technical, sales and marketing teams and initiatives
• Researched worldwide resources and business unit initiatives to advise and identify new opportunities for clients and internal team. Distributed and coordinated the maintenance of marketing materials.
• Timely and accurately managed incoming calls and queues regarding initiatives and programs for both new and existing offerings. Continuously reprioritizing projects and meetings both verbally and written.
• Initial point of contact for over 1000 clients, grew and maintained a personal customer satisfaction rating of 98% over 4 years in a row. Team won Gartner and IDC Awards.
• Built FAQs and DB2 Knowledge Databases to improve teaming and reduce response time while increasing accuracy and consistency across the world wide team.
• Generate and Input forecast data into SAP tracking system.
• Negotiated and tracked SMB Revenue targets with 10 named ISVs for niche selling within target industries equating to 2M incremental IBM revenue in each account.
• Developed and delivered presentations on IBM strategy to diverse managers and executives creating loyalty and additional opportunities.
Customer Service: Emerging Technology Group – White Plains NY 1999 – 2003
• Recruited to this new customer service call center program to manage relationships and program offerings for emerging technology opportunities resulting in delivery of a military ordinance product 6 months early.
• First point of contact for management, partners and clients on technical, sales and marketing programs.
• Promptly and efficiently respond to incoming request and answer technical questions relating to program guidelines, offering and initiatives. Team won Gartner and IDC Awards.
• Relationship Manager for IBM Linux team to Pixar resulting in 1st digitally produced full length movie delivered on IBM technology. IBM won an Emmy for this on time new technology delivery.
• Managed business partner contracts, confidential disclosure agreements, marketing plans and material.
• Managed marketing budgets for named accounts within developer program guidelines.
• Managed conference logistics for team and external staffing.
Business Partner Manager, Data Team – San Jose CA 1995 – 1998
Business Relationship Manager for Database development team within spatial business segment.
• Recruited for new customer service program for Object Relational data partners resulting in early product adoption within spatial technology market partners MapQuest, ESRI and OnStar.
• Continually update management and customers on initiatives, milestones, and resolutions with follow-up presentations and electronic communications.
• Educated ESRI's 8000+ user community to dbs technology concepts resulting in technology mainstream adoption.
• Springboard early adoption of Digital Media concepts like QBIC and storyboard technology with application vendors as currently used in DVDs for scene progression.
Senior Technical Support Specialist – San Jose CA 1988 – 1995
High Volume Hot Line Team Lead specializing in replicating data entry and storage problems for resolution.
• Answer incoming requests, research and provide timely response.
• Managed FAQ database input and updates.
• Real time application support BofA when mainframe system failed to restart after a backup. Potential cost of $6M per 1/2hour offline avoided.
• Resolved Union Pacific Railroad application failure. Potential risk of Amway trains crossing to freight lines and cargo delivery delayed/dropped incorrectly.
• Technical Manual Reviews for Spreadsheet, DataEntry and Reporter Tools.
BARLAT CORP. dba FURNITURE USA – San Jose CA 1982 – 1987
• Hired as Accounts Receivable Clerk - Reconciled payments to accounts.
• Promoted to Commissions Clerk - Prepared and submitted commission reports to payroll.
• Promoted to Executive Assistant – Managed daily calendar activities, coordinated meetings, tracked initiatives
• Promoted to Warehouse Operations Manager - Hired/fired/managed 27 people and 5 delivery trucks.
SOFTWARE PROFECIENCIES
Outlook, InDesign, PowerPoint, Excel, Word, Digital Library, Notes, Mustang, Sametime, DB2, SQL, Lotus 1-2-3, Freelance, Websphere Portal, BOTS, Storybook, Photoshop, WebExpress, Dreamweaver, and Webaloo
EDUCATION/PROFESSIONAL DEVELOPMENT
InDesign Class, UW River Falls – September 2011
Web Design Certificate, Century College – October 2007
Ralston Senior High School – Diploma
COMMUNITY INVOLVEMENT
• Junior High Youth Group Leader
• SAHS Debate Team Judge
• Women’s Retreat Chairman
• IBM Bay Area Mentor Program Volunteer
• IBM STL Recreation Committee Chairman
Contact this candidate