Mary

Cundiff

***** ****** **** ***** 702-***-**** ac68fa@r.postjobfree.com

Palmdale, CA 93550

Skills Summary :

Management, Supervising, Coaching, Training, Call Center, Technical, All Social Media Platforms, Telecommunication, Data Entry, Tier I & II Tech Support, Warehouse, Retail, Sales, Business owner, Restaurant, Leasing, Theatres, Customer Service, Root Cause Analysis, Data Mining, Money Handling, Inbound & Outbound Calls, Windows & Service Support, M.S. Office Suite, Network Management, Citrix, Firewalls, Java, AS400, Active Directory, Alpha- Numeric & 10 Key, VPN, Cisco, LAN, WAN, DNS, IP, TCP, SQL, Exchange, DRP,IVR, SharePoint.

Education:

UPS University – Las Vegas N.V.

Business Management & Technical Support

August 2014 - November 2017

M.S.U. Northwest – Great Falls, M.T.

Computer science:

August 1992 - May 1994

C. M. R. High School – Great Falls, M.T.

High School - College Prep:

August 1986 - June 1990

Experience:

UPS Logistics - Las Vegas NV

March 2007- February 2018

Positions held:

Supervisor of On-Boarding for both Internal & External Technical Desks as well as Customer Service: Where I succeeded in raising the buildings conversion rate from 25% to 95%.

Dual-Desk Solutions Specialist, Development Coach, Internal & External Technical Support Coach, Corporate Telecom Specialist, Trainer, Social Media Specialist, Tier 2 Technical Specialist, Internal & External Tech Agent, Customer Advocate, Customer Service Coach, Customer Service Agent, Head of The United Way Committee, Sustainability Ambassador.

Responsibilities:

Project Coordinating, Data Entry, Data Mining, Quality Control, Assurance & Reviews, Agent Development, Process Improvement, Presentations, Support of All Company Applications (over 200), Remote & Face to Face support, Identify Large Scale Outages & Update IVR, ID Creation & Deletion, P.C. & Server Support of both hardware & software, Video Conferencing, Physical & Virtual Printer Support, Writing Technical & Training Documents, Creation & Implementations of Common Solutions, Setup & Run Support Bridges, Detail &Timestamp troubleshooting processes, Customer Advocacy, 1st Call Resolution, On Boarding of new Agents, Corporate Reports & Power Points, SLA Reports, RED Reports, Glide Scopes, Productivity Reports, CreateTraining Class & Schedules, All Desk & Cell phone Support, Email & Phone support, Team Building, Agent Development, Mentoring, Monitor All Social Networks, Create, Schedule & Run Team Meetings, Inspirational Emails, Knowledge Building, Up-Training, Conference Calls, Management Meetings, Customer Service, Tracking Packages, Package Investigations, Up Selling Newest Software & Corporate Concerns.

Resigned to move states to be with my husband.

Sears - Palmdale CA

February 2003 - June 2006

Positions held:

Mattress Salesperson, M.C.A

Responsibilities:

Reports, Ensure Customer Satisfaction & Interaction, Train New Staff Members, Cashier, Place Soft Line Orders for Customers & Restocking, Credit Card Applications, Promote Sales, Sales & Warranty Paperwork.

Moved states to be with dying parent.

Midway Kirby - Midway, TN

June 2000 - December 2002

Independent sales:

Made reasonable procedure exceptions to accommodate unusual customer requests, Maintained up-to-date records at all times, Addressed inquiries in a timely and accurate fashion, Build Customer Relations, Trained staff, In home Demonstrations & Sales, Loan Applications, Sales Receipt & warranty paperwork. Cold Calls.

Business slowed down and was not as profitable.

Blowout Video- Johnson City, TN

January 1998 - May 2000

Positions held:

Supervisor & Lead

Responsibilities:

Run Inventory Reports & Supply Data to Owner. Ensure appropriate changes were made to improve Customer Satisfaction. Train New Employees, Place Orders, Customer relations, Accounts Receivable, Count & Make Deposits, Stock Shelves, Be available for Employees Questions & Concerns, Pre-Order New Movies, Watch & Submit Reviews on All New Movies, Cashier, Collection Calls.

Owner closed up shop & moved.

Tempo Real Estate Agency - Atlanta, GA

July 1995 - October 1997

Leasing Agent

Run Credit Reports & BackGround Reports on All Clients, All Paperwork, Make Daily deposits, Customer Relations, Show & Sell Customers on the Properties Available.

Was put on bedrest for the remainder of my pregnancy so I let position go.

CC Company - Palmdale, CA

June 1990 - July 1992

Positions held:

Warehouse Manager, Mechanics Brake Trainer, Accounts Receivable, Parts Delivery.

Responsibilities:

Customer Relations & Acquisition, Mark-Ups & Discounts, Team Building, Train Classes on the Correct Installation of Brakes. Accounts Receivable, Payable & Deposits, Warehouse Debt Reports, Collections, Inventory Control, Count & Orders, Parts Pickups, Packing Slip Comparisons.

Moved to Montana to have a baby & go to school.

Arby's - Great Falls, MT

May 1988 - June 1990

Assistant Manager

Customer Service, Accounts Payable & Receivable, Nightly Deposits, Ensure Cleanliness & Shut Down of Building, Interview, Hire, Fire, Timecards, Schedules, Set up Training. Uniform & Inventory Orders. Daily Operations, Monthly Inventory Checks.

Graduated Moved out of State.

Awards, Acknowledgements & Achievements:

2017 Certificate of Recognition 10yrs, E.P.I.C. Certification & The Customer Advocacy Award

2015-2016 Head of The United Way Committee & Head of Redesign Task Force

2015 Worldship Certification & Technical Supervisor Certification

2014 Customer Advocacy Certificate & Coaching Certification

2012 Mobile Iron Certification, Avaya Certification, Certificate of Recognition 5yrs

2011 Train the Trainer Certified & The Great Idea Award

2010 Employee of the Month April & Tier 2 Technical Certification

2009 The Great Idea Award

2008 Employee of the Month: February

2007 Technical Certification & The Great Idea Award

2002 The Gold 100% Customer Assistance Award

2001 The Ice-Breaker Award: Record Sales Achievement

2000 Kirby Sales Certification

1990 The Hiezey Award: Outstanding Academic Achievement

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