Customer Service Cover Letter
Resume:
Kimberley Robinson Williams
Lawrenceville, GA 30045
HIGHLIGHTS
* Ability to prioritize and remain focused on the essence of
an issue.
* Maintain and demonstrate a friendly, enthusiastic and
positive attitude.
* Proficient with Oracle, SQL, JAVA, Windows; XP, 2000, 98,
Novell, Microsoft Office Suite; Excel, Access, Power Point,
Word and Outlook.
* Understand the overall systems environment, such as system
maintenance, workstation support,
Internet connectivity and security services.
. Knowledgeable in objects, operators, datatypes, properties,
variables and methods.
* Experienced handling many projects and deadlines; in
demanding, fast-paced
environment.
* Communicate clearly and concisely, both verbally and in
writing.
* Enthusiastic, committed and resourceful.
EDUCATION
MBA, Information Systems Management: Keller Graduate School of
Management, 2011
B.S., Information Technology:
University of Phoenix, 2005
TECHNICAL SKILLS
Programming Operating
Systems Software
C++ Novell,
NT Microsoft Office Suite
Visual Basic Windows
98, 2000, XP Visual Studio
HTML DOS
SQL AS 400
Databases
Database-Access iSeries
Oracle
Networking
UNIX
Javascript
Linux
PROFESSIONAL EXPERIENCE
Applications Manager
< Managed systems functionality; TRIRIGA Platform 10.3 for a custom
facilities management application: Portfolio Management, Operations
and Maintenance, Capital Projects, Tools, Resource Manager,
Leases/Space Management.
< Created, maintained and updated reports; Crystal and BIRT
< System Admin; Admin Console; Workflows; Data Integrator; Forms;
Hierarchies; Object Migration
< Conducted root cause analysis on reported client issue/defects;
created detail documentation on the cause as well as corrective
measure to prevent recurrence.
< Installed patches, updates, fixes: performed manual functional and
regression testing as well as volume, performance and reliability
testing.
< Prepared users' guides, process and procedures documentation,
maintenance schedules; managed all documentation updates, storage
and archiving.
< Utilized an online tracking system to document all system issue,
defects and bugs.
Quality Assurance Analyst
< Designed test cases and test scripts for both manual and automated
testing to test; fixes, bugs, updates, reported issues,
implementations and development changes utilizing Microsoft
products.
< Created and followed functional specs; prepared test plan.
< Responsible for Creating and maintaining detailed documentation of all
testing results.
< Conducted testing on web based, cloud based and client server based
applications using SQL, Java, and XML.
< Worked closely with the development team and other team members as the
Subject Matter Expert for the vendors' ERP systems; provided details
of the functional modules used by the Client both verbally and
written; Educated the development team as to how the end user utilized
the application; researched all necessary rules and regulations
regarding the industry for the developers.
< Provided the development team extensive payroll and payroll tax
knowledge.
< Analyzed system messages and log files, documented and reported all
finds as well as provided needed or performed.
SOFTWARE SUPPORT ANALYST
* Provides accurate, thorough answers to customer inquiries using
knowledge of web base payroll software products and services,
productivity tools, and internal resources to ensure customer
retention and growth.
* Coordinates requirements with internal/external organizations as
appropriate to provide solutions. I.e. Crystal, bank, 401k
vendor, 2nd level.
* Documents thoroughly the processes and methodologies used to
diagnose and resolve customer issues into appropriate service
tool.
* Develops customer self-sufficiency to enhance the quality and
value of products/services that the customer receives.
* Assists, identifies root cause of problems, manages and resolves
complex issues in a constantly changing technical environment.
* Handles high volumes of customer service inquires in a call
center setting via in bound calls and emails.
* Maintain and utilize numerous Mainframe applications, web base
application as well as MS offices, and Lotus Notes.
PAYROLL SPECIALIST
* Analyze and interprets accounting policies and apply them to
transaction processing.
* Investigates and resolves complex and unusual transactions.
* Responsible for maintaining the integrity, timeliness and
accuracy of all relevant data and assuring that the bi-weekly
payroll is accurate.
* Analyze, research, and process manual check request via
automated payroll system.
* Provide technical assistance and training for internal systems
as well as mentor peers.
* Handles high volumes of customer service inquires in a call
center setting via in bound calls and emails.
* Maintain and utilize numerous Mainframe applications as well as
MS offices, and Lotus Notes.
PROJECT MANAGEMENT
* Responsible for Database creation and maintenance.
* System testing for system upgrade.
* Wrote test scripts for system upgrade.
* Web site administrator.
* Wrote user manual for new processing functions.
* Created training materials for new processing functions.
* Designed and wrote quality control guidelines for new processing
function.
HELPDESK ANALYST
* Performed first-level troubleshooting, training and resolution
of issues regarding workstation hardware and software (PCs with
Microsoft operating systems and MS Office Suite.)
* Handled all inquires within Contractual Service Level
obligations that include Speed of Answer, Abandon Rate of Calls
and First Call Resolution of Qualified Calls while exhibiting
excellent customer service skills.
* Responsible for recording detailed descriptions of all issues
and resolutions.
* Maintained continues call flows in fast pasted, high volume
call center environment.
CUSTOMER SERVICE REPRESENTATIVE
* Conveyed dignity and respect to customers, taking the extra step
to provide great service.
* Supervised, motivated and trained employees.
* Handled customers complaints via telephone; scheduled
appointments using automated
computerized dialing systems.
* Responsible for merchandising, inventory control, cash handling
and general maintenance.
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