Customer Service Sales

Rugenna Stewart

***** ******** **.

Harper Woods, MI 48225

*** - *** - ****

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

Objective

To obtain a challenging position with a reputable company and to contribute

to company goals, enlargement, and productivity.

Education

Bachelor of Fine Arts: Visual Communication/Digital Design

July 2008

American InterContinental University, Hoffman Estates, IL

Technical proficiencies

. Adobe InDesign ( Macromedia Dreamweaver

. Adobe Illustrator ( Macromedia Flash

. Adobe Photoshop

Relevant Experience

Advanced Typography

. Developed CD packaging for fictional music group which included front

and back labels for jewel case, utilizing Adobe Illustrator and

InDesign

. Created eye-catching inner pages of a magazine for a fictional

restaurant review, utilizing InDesign and Power Point.

. Designed posters and postcards for alternative green project as part

of a school assignment utilizing InDesign

Corporate Identity

. Designed logos, taglines, stationery, posters, brochures, candle

labels and postcards for fictitious spa retreat as part of a school

assignment utilizing InDesign and Power Point

. Developed a corporate identity proposal for fictional graphic arts

gallery as part of class assignment utilizing InDesign and Power

Point

. Designed advertisement flyers and posters for fictitious companies

using variety of graphic programs including Illustrator and Photoshop

Web Design

. Created websites for a fictitious travel agency and dance company

using Photoshop for the graphics and Dreamweaver for content and

links (web location)

. Created dynamic flash animation for fictitious dance company website

using Macromedia Flash

. Designed several website mock-ups, including HTML input to organize

information within the web sites using Photoshop and Dreamweaver

Employment History

Customer Service Specialist

August 2012 - April 2013

Stefanini/Detroit Public School Transportation Detroit, MI

. Provide customer satisfaction to both internal and external (inbound

& outbound calls) customers.

. Convey information clearly and effectively between the dispatchers

and routers while using critical thinking skills.

. Work with dispatchers daily to ensure the transportation needs are

met to the customer satisfaction.

. Resolve issues of conflict in a tactful and professional manner and

to effectively diffuse irate callers. Direct requests and unresolved

issues to the designated resource in a timely manner.

. Perform customer verifications as well as multi- task in a fast pace

environment.

. Deal with DPS resources by telephone or electronically (via email)

arriving at the Service Desk and accurately identifies,

prioritize, log the service requests within the established

standards.

. Works both independently and collaboratively with other members of

DPS DTIS to solve problems and provide excellent service. Identify

and escalate situations regarding urgent matters or priorities.

. Identify problems by asking accurate and concise questions and

determining the appropriate course of action/redirection within

department guidelines required to resolve issues.

. Maintain a working knowledge of all DPS hardware and software

applications with a goal of resolving problems on the initial call.

Stay current with system information, changes and updates.

. Utilize the Service Desk software to open, track, close and route

issues/requests; and document resolution. Log all service desk

interactions. Follow up on customer interactions

. Research questions using available information resources and record

details of inquiries, comments and complaints.

Customer Support

April 2012 - July 2012

Aerotek/Crain Communications Detroit, MI

. Inbound and outbound calls regarding many different publications and

maintain high volume Microsoft Outlook email box, train and supervise

new hires on new intel voice applications.

. Assist customers with online subscriptions, including starting and

stopping subscriptions.

. General office as needed (preparing outgoing packages or ad-mailings).

. Updating excel spreadsheets used to track issues that arise daily.

. General database functions including entering promotion codes and

querying account information.

. Assist customers with password reset or virtual administration tools

as well as trouble shooting, Communicator (instant messaging) and

emailing clients.

. Assist customers in determining which subscription promotion is right

for their business or personal needs.

Closing Coordinator/Document Specialist

June 2011- March 2012

Aerotek/Title Source Troy, MI

. Responsible for sorting, indexing, and scanning loan documents into

our document management system.

. Review incoming documents against program specifications to determine

if they meet the criteria.

. Inbound and outbound phone calls regarding closing questions and in

office Communicator (instant messaging).

. Maintain closing workflow queue and closing request through Microsoft

outlook email inbox, in a fast pace environment.

. Assign all closings to specific closers/notary vendors, with special

attention to detail as well accuracy.

. Proactively communicate with multiple lenders to get loan documents in

a timely manner.

. Maintain a high volume team email box, 55 to 60 hours per week

including weekends.

. Work with all Title Source branches when scheduling closings.

. Work with appropriate teams to coordinate and schedule closings.

. Act as a liaison between Title Source team, borrower, and Lender

Client.

Customer Service Support

December 2010 - April 2011

Kelly Services/Budco Highland Park, MI

. Assist clients in a call center environment providing technical

support as well as customer service support for eight different

programs such as: Mopar, Nova Nordisk & Takeda Pharmaceuticals just to

name a few, along with notes for every call, Communicator (instant

messaging) throughout company as well as lotus notes.

. Duties include troubleshooting hardware, software and network issues,

working with Active Directory, Password resets; ticket tracking in

Pacman system & mail in rebate information.

. Assist in sales of owner manuals, service manuals and diagnostic

manuals for Mopar Tech Authority (a Chrysler division).

IT Field Support

September 2009 - October 2010

Kelly Services/Detroit Public School Detroit, MI

. Assist customers with password reset, verify computer cables are

connected properly, installed software and upgrades as well as

application troubleshooting for Windows XP, Vista as well as Windows

7.

. Troubleshoot system issues as well as work with help desk to solve

computer issues, set up computer properties, set up new computers as

well as printers, kept ground support inventory & ticket tracking

information for computers.

Myles Maddogs Hot Dog Cart

February 2008 - Present (summer months only)

Downtown Detroit, MI

. Cater to the public selling quick foods such as; beef hot dogs, chips

& sodas etc. ( I am the proprietor)

Inspections for Crank/Quality Department July

1998 - February 2008

Chrysler LLC. Detroit, MI

. Build 4.7 & 3.7 liter engines, and inspect all cranks for nicks,

dents, scratches etc.

. Program machines to work properly when malfunctioning.

Road side Assistance / AAA Insurance Co.

February 1998 - July 1998

Manpower Temporary Services, Dearborn, MI

. Receiving inbound calls from customers in need of road side

assistance.

. Dispatching tow companies nearest to the customer for fast and safe

service.

Order Entry Clerk / Carhart Inc.

October 1997 - February 1998

Manpower Temporary Services, Dearborn, MI

. Receive order faxes from major companies in need of Carhart products:

such as coats, coveralls, hats ect.

. Enter all orders into a 10 key punch system, contact companies if any

order discrepancies, heavy filing, kept price list accurate.

Customer Service Representative I

March 1995 - October 1997

Comerica Bank, Detroit, MI

. Responsible for teller duties such as: cashing checks, making

deposits, typing cashier checks, answering a multi-line telephone as

well as balancing the branch.

. Responsible for handling customer issues with account discrepancies,

retrieving signature cards for signature verification as well as

faxing signature cards to other branches.

. Responsible for handling sales of saving, checking and time deposit

accounts, visa plates, combined statements and Individual Retirement

Accounts (or IRA).

Volunteer Experience - Karmanos Cancer Institute (formally Michigan Cancer

Foundation), Detroit, MI

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