Customer Service Technical Support

ANEESAH MCDONALD

INTRODUCTION - I am in search of opportunities that can best utilize and build on the strong customer service, administrative, and technical support skills that I have acquired over the years.

WORK HISTORY

Temporary Customer Success Associate, SaaS (Software as a Service)

Ultimate Software (November 2017 – June 2018)

•Assist high performing team of Core Specialists meet Service Level Agreements (SLA) and exceed Customer Satisfaction (CSAT) scores by providing timely training and troubleshooting support for users of company owned Human Capital Management SaaS (HCM) product – UltiPro.

•Utilize phone, email, and virtual meetings to train customers on software functionality and to troubleshoot issues.

•Demonstrate strong multi-tasking skills by using available resources such as knowledge articles, prior cases, Subject Matter Experts (SMEs), and test environments to proactively research and resolve cases prior to or during contact with customers.

Operations Account Executive, 3PL (Third Party Logistics)

IMS Fastpak (May 2011 – April 2017)

•Supported evolving portfolio of client and vendor representatives as the single point of contact for visual merchandising and Point-of-Purchase (POP) inventory and logistics related inquiries.

•Onboarded new vendors and provided continued support for their long term and per project goals by promoting and training users on how to best utilize available 3PL services and support options.

•Maintained POP item listings on company owned ecommerce site and simultaneously managed multiple print/production jobs to restock physical supply at distribution center.

•Contributed to successful instore projects by assisting vendors in defining project scope; ensuring adherence to key project deadlines; collaborating internally to plan and estimate fulfillment of supply and distribution aspects of the project; issuing final quotes and securing purchase orders.

•Utilized internal reports, SQL queries, as well as client applications to provide forecast or usage reports at pre-established intervals or as requested by vendors or client.

Account Representative, Logistics

Beavex Inc. (June 2008 – March 2011)

•Served as point of contact for line haul drivers, regional dispatchers, and bank transportation departments to resolve route impacting issues in real-time.

•Facilitated the repair, return, or replacement of scanning devices by troubleshooting device issues over the phone with drivers and issuing help tickets for unresolved issues.

•Monitored lockbox pick-ups via CourierBase to ensure adherence to route manifest. Researched delays and logged occurrences in nightly reports to bank transportation departments.

•Dispatched drivers for emergency pick-up of pharmaceuticals and health equipment for delivery to senior living facilities and hospices.

Customer Service & Lending Analyst, Retail Credit Cards

JP Morgan Chase (February 2005 – June 2008)

•Responded to high volumes of inbound calls to resolve billing and technical support issues.

•Placed outbound calls to customers to decision applications out of pending status.

•Worked simultaneously in company and external databases to research and confirm applicant provided details and to unlock user accounts.

EDUCATION

Master of Arts, Professional Writing (2013)

Bachelor of Arts, Communications (2005)

PROFESSIONAL SKILLS

BASIC +

INT

ADV

MICROSOFT EXCEL

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MICROSOFT WORD

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MICROSOFT OUTLOOK

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WEBEX, SKYPE, and other virtual meeting applications

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SALESFORCE, ZENDESK, CITRIX, ARRIBA and similar applications

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JD EDWARDS

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SQL

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SLACK, GOOGLE DOCS, and other collaboration tools

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MICROSOFT PAINT, SNAGIT and other photo editing software

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ULTIPRO

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