Customer Service Sales

Susan Nagle

**********@*****.*** ( H 508-***-****

Qualifications Profile

o Leadership & Communication: Oversee teams of up to 25, providing

coaching and mentoring to ensure success on an individual and team

level. Recruit and hire talent; excellent interviewer. Effectively

collaborate and exchange information with diverse internal and

external groups; skilled presenter. IT Support for 1,200 employees;

Blackberry support for 425 employees - US Embassy Beijing China.

o Strengths & Accomplishments: Talented problem solver. Quickly learn,

apply, and teach new skills and applications. Expertly manage multiple

tasks in deadline-driven environments, remaining focused and

productive under pressure. Able to mediate and deescalate volatile

situations.

o Technical Training: CompTIA A+, Network+ Oracle VM VirtualBox, IPv4,

IPv6.

o Technical Proficiency: Set up, troubleshoot, and train staff in use of

various networks, systems, and software to perform complex actions.

Provide remote support and in-house training for all staff. Prepare

spreadsheets and reports. Maintain databases and additional records

and files. Proficient with Windows-based systems, MS Exchange Server;

Active Directory; Blackberry; MS Office (Word, Excel, PowerPoint,

Outlook, Access), Salesforce, and various proprietary systems and

software.

Experience

US Department of state. - US Embassy, Beijing, China 2013 to Present

Systems Operator - Clearance: Top Secret

Assist the Information System Officer (ISO) and the Information Systems

Manager (ISM) with the operation, installation and maintenance associated

with the non-classified stand-alone computers stationed throughout the

compounds/offices that comprise the US Embassy Beijing China and provide

IT support for the US Embassy's 1,200 employees. Daily duties include;

administration of Blackberry program to include assigning of handsets and

SIM cards, activation and troubleshooting; onboarding State Department

Employees and Tenant Agency Employees through Active Directory and MS

2003/2008 Exchange the accounts of newly arrived employees to post;

creation or transfer of SMART accounts for employees; account transfers

for departing employees; through Active Directory creation of

distribution groups and shared mailboxes; assignment of trouble tickets

for technical service issues related to all Microsoft Office

applications, Window 7 upgrades, and hardware issues.

Staples, inc. - Arlington, VA 2010 to 2012

Account Manager (March 2011 to April 2012)

Prospect and develop new Staples customer relationships. Develop new

business primarily through prospecting, in-person contacts, telephone

follow-up and sales presentations. Establish, build and expand

relationships with existing and potential customers at multiple levels in

the organization. Track and monitor accounts in Salesforce.com. Partner

with store management team on the development of key customer accounts

and attainment of incremental sales goals. Increase total product spend

and retention rates among our existing business customer primarily in the

copy and print shop. Establish strong community ties with the Chamber of

Commerce and local businesses organizations.

Customer Service Lead

Ensure superior customer service through leadership, training, and

coaching of all front-end associates. Monitor front end operations

demonstrating efficiency and procedural compliance to all company

policies. Respond and resolve all customer requests and concerns

effectively minimizing the necessity for upper management escalation.

Bookkeeping responsibilities for store money room. Tier one level

security responsibilities to include all POS management override

functions and merchandise key holder access.

Century 21 Commonwealth - Medfield, MA 2003 to 2009

Sales Manager (2008 to 2009)

Maximized profit through skilled budgeting, facility management and

facility administration with direct oversight of 25 agents and 2

administrative staff members. Recruit, interview, hire, and thoroughly

train sales and support staff, providing mentoring and guidance to

optimize individual and team success. Prepared weekly spread sheets

detailing open sales for sales forecasting as well as cost analyses of

various media outlets to assist in marketing plan development. Determine

and analyze marketing supply costs to forecast budget needs. Analyze per-

agent desk cost versus agent company dollar to determine individual

contributions and make employment-based decisions.

. Led office to achieve #1 ranking for sales in Medfield in less

than 1 year at position.

Century 21 Commonwealth - Medfield, MA

Operations Manager (2005to 2008)

Sales Associate (2003 to 2005)

Promoted to oversee the efficient operation of two real estate offices by

leading operational and technical support; managed marketing functions to

include media purchasing, copywriting, and design. Managed facilities.

Advised agent in development of effective marketing campaigns to promote

homes; developed forms and procedures for ordering marketing materials.

Provided remote technical assistance to agents in the field. Set up

laptops, wireless connections, and additional equipment; managed system

recovery for network and telephone servers following power outages.

Provided additional hardware support and technical training in areas such

as database creation and mailing lists. Coordinated transactions for real

estate closings; managed financial database, prepared escrow and

commission statements; generated all checks and invoices.

American Cancer Society - Natick, MA 2001 to 2003

Outreach Specialist

Promoted cancer control program, "Tell a Friend," to public with goal of

reducing breast cancer fatalities and complications through early

detection. Recruited and managed volunteers to coordinate promotional

events. Delivered educational presentations at various venues.

Represented organization at social service agencies and community boards

focusing on providing healthcare to underserved populations.

American Online, Inc. - Dulles, VA 1999 to 2001

Associate Technical Security Investigator

Conducted technical criminal investigations of AOL members in response to

search warrants, court orders, and subpoenas from local, state, federal

and international law enforcement agencies. Utilized open source and

multi-thread discovery software applications to verify suspect identities

by searching Internet Protocol Number modem hits and locate and collect

evidence in cases involving child pornography, government official-

directed e-mail threats, and conspiracy crimes. Additionally,

investigated and documented service abuses by AOL members, company staff,

and other Internet users.

Independent Contracts - Ashburn, VA 1999

Internet Researcher

Contracted with various Executive Search Firms to identify and screen

potential candidates for positions with leading technology companies.

Researched and data mined open source informational resources such as

search engines, company websites, professional association websites, chat

rooms, and college websites. Utilized libraries, annual reports, and

voicemail systems to obtain additional information. Confirmed candidates

utilizing various telephone techniques requiring candidates to self-

identify.

. Obtained detailed information by identifying software utilized

by target candidates and locating chat rooms and message boards

available for that software.

Education

Regents College - Albany, NY American Career

Institute - Framingham, MA

Bachelor of Science in Sociology (2000) PC Network Design

with Security

A+ Certification

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