Customer Service Manager

Michelle Arthur

*** ***** **** ****** ******:********.*.******@*****.*** 567-***-****

Kenton, Ohio 43326-1508

Summary

BIS in information security and forensic through Kaplan University maintaining a high GPA and a member of Alpha Beta Kappa Honor society and National Society of Collegiate Scholars. Offer a solid work history and proven success in customer service and troubleshooting. Knowledge of hidden data, determining weaknesses in system security and finding ways to correct those issues. Knowledge of hard disk drive imaging and use of forensic tools.

Technical Skills

* Software: Microsoft Office (Word, Excel, PowerPoint, Outlook, Access), Yahoo Messenger, AOL Instant Messenger, and internet research

* Operating Systems: Microsoft Windows XP, Vista, and 7

* Information Security and Investigation, HDD Imaging

* Forensic Tools: FTK, EnCase

Education

Kaplan University

Bachelor of Science in Information Technology – Information Security and Forensics

Graduation Date - January 21, 2014

Course work includes Networking Concepts and Administration, Network and Information Systems Security, Intrusion Detection and Incidence Response, Computer Forensics and Digital Forensics

Elective classes focused on criminal justice/computer crimes

Member of Alpha Beta Kappa Honor Society, National Society of Collegiate Scholars, Current Cumulative GPA - 3.39

Employment History

Adecco Alliance, Marysville, Ohio 07/2012 to 12/2012

Line Associate

* Shoot sealant into rear door window seams

* Insert seal disks in interior of car body and trunk

* Brush sealant into seams in wheel wells

* Shoot sealant into front window seams

* Smooth sealant on front window seams

Advance America, Kenton, Ohio 04/2007 to 07/2012

Customer Service Manager

* Prepare weekly work schedules using Excel to best benefit customer needs

* Attend weekly conference calls, collaborating with team members on goal implementation leading to more than doubling customer base and exceeding monthly budgeted net profits

* Organize and collect daily, weekly, monthly, and quarterly progress reports for improved efficiency, decreased office supply expenses and bad debt expenses

* Created Excel spreadsheets for use in collections efforts to increase productivity, efficiency, and better organization resulting in better time management

* Recognized for problem solving service to customers and courteous timely responses

Cashland Financial Services Inc, Kenton, Ohio 12/1999 to 04/2007

Customer Service Manager

* Recognized as one of top five of 80 center managers based on increase in customer base, lowering office expenses, and increasing center net profit

* Grew customer base from zero to nearly 500 within 3 years of center opening through outside marketing, creating business partnerships, and creating a community reputation of helping those in need

* Organized and collected daily, weekly, monthly, and quarterly progress reports in order to better put focus on areas that needed improvement resulting in increased sales and profitability

* Researched customer information via 411.com, phonebook, reverse directory lookup, and Google to provide contact information to collections department staff

* Hired and trained customer service representatives to prepare for advancement to management and leadership positions within the company

* Assisted in training of new area supervisors

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