Customer Service Manager

952-***-**** HM: 612-***-**** Cell: •*************@*****.***

Annette McLin

Annette McLin

***** ****** ***, ***** ******, MN 55124

Cell: 612-***-**** Home 952-***-****

*************@*****.***

Objective

To obtain an Account Manager, Client Service/ Customer Service Representative, Information Systematic /

Technical Support / Desktop Support position with a growing company where I can utilize my current

Experiences and add value to the company.

E xperience

09/13 to 03/14 (Temp)

CenturyLink Minneapolis, MN

Technical Support

● Assists customer via phone with trouble ticketing

● Java Script

● Cisco Router

● Test Circuit

● BMC Remedy Experience

● Excellent customer service skills

● Ability to work in a complex and fast paced 24x7 call center

● Proficient with trouble ticketing application as well as other internal tools

● Create trouble ticket with summarization of customer reported trouble

● Effectively manage customer expectation (Status and clear description of Activity)

● Ability to manage multiple tasks on time, including ticket administration, communicate

● Able to work independently with minimal supervision

● Ability to meet deadlines when needed for special project are assigned

● Research customer defect tickets, and conduct testing to replicate the pinpoint the issue

● Serve as primary business analyst for a set of customers, providing technical analysis support

● Proficient with MS Excel

● Beta testing

06/04 to 09/10

Virtual Radiologic Corporation Eden Prairie, MN

Desktop Support

● Remote Worker

● VPN/VNC/HL7/VOIP experience

● Assisted with chat

● Ability to use knowledge base or any other resource to resolve customer related issues

● Ability to escalate unresolved issues to appropriate department for further investigation to customer related

issues

● Executed daily operations of call center

● Analyzed internal processes, and recommended and implemented procedural and policy changes to improve

operations, such as supply changes and the disposal of records

● Create escalation tickets for issues un - resolved on first time resolution Conduct training classes to

teach operation procedures to staff.

● Supervised 6 employees, scheduled work hours, resolved conflicts, determined salaries successfully managed

952-***-**** HM: 612-***-**** Cell: •*************@*****.***

Annette McLin

a 6 person team inbound call center

● Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency

● Set goals and deadlines for the operation department

● Monitored & verify patient detailed demographic information tracking

● Generated monthly reports / Daily reports

● Responsible for data entry, order entry of key accounts

● Assist client with Password Reset via telephone and through internet virtual connection

● Manage Ticket / Escalation System – Used for tracking open / closed IT issues

● Proficient with MS Excel

06/99 to 12/03

Flo - Pac Midwest Minneapolis, MN

Account Manager

● Compiled budget data and documents, based on estimated revenues and expenses and previous budgets

● Maintained inventory records

● Trained and managed 6 member team on operational procedures and achieved significant improvements in

their productivity

● Supervised 6 employees, scheduled work hours, resolved conflicts, employee evaluation

● successfully managed a 6 person team in a high speed call center

● Matched order forms with invoices, and recorded the necessary information

● responded to written and telephone requests for new accounts

● Conducted classes to teach procedures to staff

● Created bids for outside sales representative as well as key accounts.

● Billing for key accounts / Shipping and Receiving

● Proficient with MS Excel

● VPN/VNC Remote

● Remote Worker

05/96 to 04/99

Ages Communication Stone Mt, GA

C ustomer Account Loyalty

● Activation / Deactivation of Cell Phone

● Upgrades & Downgrade to service plans

● Client face to face interaction

● Outbound / Inbound Calls

● Key account monitoring

● Communicate customer service plan

● Assist Billing question

● Assist customer with payment processing

● Generate ticket for escalations

● Assist customer with product and feature benefits as well as pricing to the need of the client’s contract

● Resolves customer complaints/concerns through active listening and professionalism

● Assist customer with special promotional program offers

Education

03/12 to 06/2013

DeVry University Edina, MN

I nformation Technology

Current Student with 3.7 GPA

952-***-**** HM: 612-***-**** Cell: •*************@*****.***

Annette McLin

References

References are available on request.

Contact this candidate