Customer Service Sales

Yvette L. Williams

*** ****** ****

Newark, DE **702

Email Address: ******@***.***

Dear Sir/Madam:

In response to your recent inquiry, enclosed is a current resume for your

review.

My exposure to various industries has provided me a wealth of knowledge in

computer fundamentals, organizational skills, critical thinking, and

decision-making as well as, over 20 years of experience teaching computer

applications and customer services to adults and at-risk youth; I would be

a productive asset to your organization. I am receptive to a negotiable

salary based on my experience and the position I am applying for.

I look forward to the opportunity to discuss employment specifics with the

company.

Thank you in advance for your time and consideration in reviewing my

credentials for possible employment.

Respectfully yours,

Yvette L. Williams

/ylw

Yvette L. Williams

528 Laurel Lane

Newark, DE 19702

302-***-****(home) or 267-***-**** (cell)

Professional Summary:

A seasoned professional offering versatile skill set and diverse experience

as it relates to the data analyst, database administrator, short sales

negotiator-mortgage, computer trainer, customer support and the

administrative field. Highly motivated, results driven professional

interested in joining a competitive corporation where educational

background, financial intelligence and relationship management skills can

be utilized. Looking to gain experience and enhance skills, while

providing quality customer services and successfully achieving the overall

goals of the company.

Qualification Highlights:

Skilled user of technology. Extremely knowledgeable in Microsoft Office

Suite and SAP. Taught software, hardware and office automation for over 20

years. Detailed-oriented and organized. Able to balance competing

priorities and tight deadlines. Known for quality, self-motivation, and

timely completion of projects. A positive attitude towards change and

desire to learn new methodologies and systems. Superior interpersonal and

persuasive communications skills in program and case management. Excellent

time management and organizational skills. Effective communicator and

polished telephone, interpersonal, customer service and writing skills.

Honest, energetic, patient and diplomatic.

Professional Experience:

UPS Logistic MDM 06/2013

- 12/2013

Data Analyst - Distribution Lead

Contract

. Exposed to the development and management of various EDI messages

. Working knowledge of SAP Master Data setup

. Knowledge of Healthcare and Order-to-Cash business processes

. Understanding of SAP technical design (Cleansed materials, verifying

DEA, FDA, SLN licenses, and Exemptions)

. Exposed to previous SAP implementation projects

Plus 4s, Customer masters, sales organization and area definitions

. Knowledge of standard testing best practices, procedures and

methodologies

. Able to prioritized tasks with the project, execute task with minimal

supervision or guidance

. Worked in a rapidly changing environment, and interact on a daily

basis with system developers, business analysts, system testers and

other staff

. Provided strong analytical, problem solving and communication skills,

both oral and written

. Ability to maintain effective working relationships with end users,

staff and management

. Executed projects on Microsoft Office; Google, Metpro, Excel, Access,

Outlook, SAP

.

Johnson & Johnson Pharmaceutical-Noramco

06/2011 - 08/2012

IT Technical Librarian Management Support for Data Center

Contract

. Select and load tapes for backup and file restoration request

. Observe computer consoles for backups and file restoration error

messages

. Performed projects in Excel and Visio daily

. Support Oracle DBA backups and administration, troubleshooting

. Monitor and upload documents in Share Point, Global Physical Security

. Experience with integrating Share Point with multiple systems

including Web Services

. Web-based Sharing Technology

. Enhanced end users' understanding of database systems by conducting

pre-implementation workshops, delivering group and individual training

sessions and creating user-friendly training materials.

. Perform visitor escort to data enter as required

. Maintain control logs to monitor all sources of obligation document in

the data center

. Perform reports when required

. Train new hires in computer and software attributes

3/2011 - Present: Actively seeking employment while volunteering with local

church

Bank of America 10/2010

- 3/2011

Short Sale DIL Specialist-Negotiator

Contract

. Works with customers, realtors and internal management to review,

negotiate, and approve deals for list price cut offers/counter offers

on the property. Originator, closers and underwrite

. Coordinates short sales close with all parties, including title

company, buyer, seller and junior claim holder

. Adheres to internal guidelines and external investor/insurer

requirements

. Handles routine levels of transactions with oversight by senior staff

and managers to complete daily tasks

. Ability to work on cross-functional teams-Loss mitigation

representative-short sales negotiator

. Effective comprehension, listening, presentation, verbal and written

communication skills

. Proficient PC skills in business-related software and the Microsoft

Suite of applications - especially Excel

CT Advantage Corporation a Wolters Kluwer Business

01/2010 - 3/2010

Technical Support Assistant/Customer Service Representative

Contract

. High-level customer service representative needed to respond to

customer issues via telephone system that required product knowledge

in filing Delaware reports via the computer system, and sap

coordinator, etc. Operated SAP databases.

. Design & Manage processes for particular sites

. Share Point site maintenance and document expiration

. Reviewed project plans, specifications, and vendor deliverables to

determine compliance with cited standards and assessing software

development activities by the prime vendor to ensure conformance to

cited procedures.

. Interpret questions/requests and ensure proper resolution in a

courteous manner.

. Initiate customer contact to proactively identify and address customer

needs.

. Monitor the process to ensure other departments follow through on

requests.

Johnson & Johnson 06/2009

- 12/2009

Clinical Administrative Specialist

Contract

. Processed Blood Pressure monitor orders

. Prioritized own workload and able to handle numerous projects at the

same time

. Track vacations, travels, meetings and incoming calls

. Searched web and databases for articles

. Clients information was keyed in Share Point and Excel spreadsheet

daily

. Followed up to ensure monitors were delivered timely and working

properly

. Provided case management and customer services through

inbound/outbound calls

. Provided general administrative support as needed

Wells Fargo 10/2008 -

4/2009

Loan Processor Contract

. Processed conventional, FHA and VA loans

. Communicated with brokers and requested documents

. Reviewed all documents pertaining to the file and made sure they met

company

Guidelines

. Troubleshoot problems including debt to income ratio, loan to value

credit issues and cleared title and operated SAP database daily

. Ensured all loans adhered to company and state guidelines

Wachovia 05/2008 -

8/2008

Loan Processor II

Contract

. Created and processed private student loan applications and files.

. Obtained credit reports

. Contact customers and managed a portfolio of loans, operated SAP

database daily

. Provided refinance rates on students or mortgages as per customers'

request.

. Managed heavy loan application volumes through every stage of the loan

process and worked closely with the underwriting staff to aid

efficient close.

Office of Narcotics & Dangerous Drugs

12/2005 - 1/2007

Administrative Specialist II (Part time)

Casual

Seasonal

. Created word processing documents typically using a standardized

software package such as Microsoft Word

. Maintained databases in Access

. Created and maintained spreadsheets typically using a standardized

software package such as Excel

. Created original presentations typically using Power Point.

. Created and produced these support documents required by applying

advanced technology skills. Sap Administrator and researching

customer's information

. Applied agency laws, rules, regulations, policies and procedures in

maintaining and processing agency information. Monitored and operated

SAP database.

. Created and maintained files and narcotic agents caseloads and handled

all incoming calls

Citigroup 11/2005 - 6/2007

Senior Service Representative/Workflow (Full time)

. Provided first level client service support to corporate cash

management clients.

. Understand, troubleshoot, and resolve client issues and questions.

. Site maintenance and content expirations with Share Point

. Developed and tested storage strategies and disaster-recovery plan for

large manufacturing company's operational database, delivering

solution that guaranteed recovery performance and high availability.

. Work with superiors to coordinate the efforts of many different groups

including the client, sales, implementation, operations, and

investigations, in an effort to resolve client issues. Operated SAP

database and administrator, as well.

. Supervised data entry operators with processing passport

applications.

Impact Services Corporation

07/2000 - 10/2004

Program Manager/Administrative Coordinator

. Monitored an at-risk youth academic enrichment and work readiness year-

round program.

. Created Web-enabled, group-scheduling system for a large university,

allowing students to view and print schedules for current and future

semesters. Delivered solution on time, on spec and on budget

. Day-to-day administrative tasks, maintaining mission critical DB2

databases, entailed complex software installations, upgrades & license

. Verifications, fault detection, escalation& repair, assisting

developers w/ code

implementation & operational troubleshooting, & performance metrics

collection

. Handled workforce development, administrative support

. Monitored Share Point, SAP databases and programs for clients.

. Typed, managed/edit reports, grant writing, proposals, fund raising

and budgets.

. Processed weekly payroll via ADP and tracked student's attendance via

Excel spreadsheets.

. Recruitment, intake, case management, file maintenance and conducted

orientations.

. Taught Microsoft Office, Sap databases, academic enrichment and work-

readiness classes.

Community Resources & Educational Services 05/1997

- 03/1998

Program Manager/Administrative Assistant

. Created class schedules and trained at-risk applicants and conducted

workshops

. Proposed grand writing and monitored fund raising for the organization

. Taught WordPerfect 5.1, Lotus 1-2-3, Microsoft Office 95

and Keyboarding, etc.

Data Processing Trainers 10/1994

- 05/1997

Program Coordinator/Senior Instructor

. Administered staff and classroom evaluations

. Created class schedules and trained new instructors and conducted

workshops

. Taught WordPerfect 5.1, Lotus 1-2-3, Microsoft Office 95, Keyboarding

. Taught medical transcription and ICD-9 coding to business

and medical students, etc.

Advanced Career Training 09/1994

- 10/1995

Computer Instructor

. Taught keyboarding, Data Entry, WordPerfect 5.1,Lotus 1-2-

3, and Professional Development

. Taught Medical Terminology, ICD-9 Coding, Business English

and Business Math

Best Nest Medical Foster Care Agency 05/1992

- 09/1994

Administrative Secretary

. Assisted Executive Director and 11 social workers with

typing and editing medical reports

. Typed correspondence, and proposals by way of dictation

machine

. Provided case management to youth who were waiting for

adoption and provided case notes as well

Philadelphia Training Center 06/1986 -

05/1992

Computer Instructor

. Taught WordPerfect 5.1, Lotus1-2-3, Dbase III Plus, Data

Entry, Business Math, and

Business English

. Record keeping, Office Procedures and Keyboarding daily

. Taught Medical transcription, billing and professional

development

1986 - 1999: Various temporary positions in sales, computer training and

education

Education:

. Drexel University, Philadelphia, PA, 2000 - 2002 some coursework

completed

. Temple University, Philadelphia, PA, 1982 - 1984 some coursework

completed

. Kensington High School, Philadelphia, PA, Diploma 6/1982

. Major: Education Minor: Computer Science

Contact this candidate