Customer Service Sales

Cara Davenport

***** ****** **** ***** #*** Phone: 803-***-****

Charlotte, NC 28277 Email: ************@*****.***

Information Technology Analyst/Specialist

Skilled professional with over 9 years of experience in customer support and services. Capable of navigating

complex customer concerns, as well as troubleshooting and maintaining databases. Able to test plans, procedures,

and backups for networks. Exceptional communicator with ability to build rapport with others, and to pursue long-

term, profitable relationships. Dual Masters’ degrees in Information Technology Management & Organizational

Security Management.

AREAS OF EXPERTISE

Project Management Program Management Process Improvement

Customer Support/Service Problem Resolution Quality Assurance

Negotiation Techniques Sales Strategies Inventory Control

Insurance Referrals Collaborative Teamwork Communication Skills

Logistics

SAP BRP, Backoffice, JD Edwards, Citrix, Oracle SD 12.1, Java Developer, Microsoft Office, Lotus Notes,

Salesforce.com, EDI

EDUCATION

Webster University, North Charleston, SC (2010)

Master of Arts in Information Technology Management & Organizational Security Management

Studied Organizational Behavior, Finance, Information and Communications Systems, Networks, and

Security Project Management, Procurement and Contracts, Systems Analysis, Design and Implementation,

Security Management, Legal and Ethical Issues, Security Administration, Business Assets Protection,

Emergency Planning, and Behavioral Issues

Member, Delta Mu Delta Honor Society

Charleston Southern University, Charleston, SC (2006)

Bachelor of Arts in Communications

Studied Broadcasting, voice production, audience analysis, negotiation, interviewing and reporting, problem

solving, decision making, speech communication, Conducted journalistic research, and interned at Citadel

Broadcasting practicing production, sales, marketing, and promotions. Also played a role as an on air

personality.

PROFESSIONAL E XPERIENCE

Honeywell, Ft. Mill, SC July 2012 - Present

Customer Sales Support

Work closely with customers before, during, and after orders are placed to ensure success. Communicate effectively

and positively with end users to generate practical solutions to issues.

Monitor status of customer orders to internal customers such as Project Automation and Solutions

Manage lead-time expectations; drive order to meet delivery metrics On-Time-To-Request (OTTR)

Identify and resolve customers' requests, problems, or incidents by using knowledge base tools and other

technical resources.

Process orders that come thru the EDI system

Work with Nippon tool to track orders shipping internationally and also utilize a shipping excel spreadsheet

for delivery/tracking information

Run daily Export reports for customers to review their open orders' status

Compile pending order spreadsheets for daily meetings/conference calls

Cara Davenport

15800 Colony Oaks Drive #335 Phone: 803-***-****

Charlotte, NC 28277 Email: ************@*****.***

Hill-Rom Charleston, SC December 2007 -June 2012

Referral/Recertification Documentation Specialist

Performed insurance/Medicare billing through JD Edwards for Durable Medical equipment. Gathered clinical

support documentation from health providers for patient files. Verified eligibility and insurance with insurance

companies such as Medicare, Blue Cross Blue Shield, United Healthcare, etc. Partnered with sales team in the

development of strategies to ensure customer satisfaction.

Analyzed new team processes through a Kaizen project; participated in a pilot process that was

implemented into CPS (Customer Payer Services) in October 2011.

Ran daily reports through Excel to compile sales revenue

Greystar, Summerville, SC March 2007-October 2007

Leasing Consultant

Provided informational tours of residences to prospective clients. Screened incoming residents’ credit and history to

determine eligibility. Utilized negotiation and persuasion skills to increase leases and renewals.

Helped implement resident appreciation programs

Assisted with marketing tools to promote the complex

Suncom, Daniel Island, SC November 2006 - March 2007

Inventory Assistant

Increased sales over the telephone by talking with customers and implementing sales strategies. Prepared

invoices and shipped phones for customers.

Select Health of SC, North Charleston, SC June 2006- October 2006

Customer Service Representative

Conducted outbound customer service calls with patients about their Medicaid insurance coverage.

Assisted members with insurance inquiries. Packaged and mailed medical products.

Charleston Southern University, Charleston, SC August 2003 - May 2005

Computer Lab Assistant

Assisted students, staff, and faculty members with computer software in campus labs. Maintained printers

and computers and provided troubleshooting, as needed.

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