Customer Service Management

Linda Laflamme

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

**** ******* ***** #***

Largo, FL 33771

Mobile 978-***-****

Summary

A professional with years of experience in customer service, application

support, training, and consulting on custom software for various

industries. Built trusted relationships based on integrity, problem

resolution, and service orientation. Motivated, dependable, and committed

to continuous learning.

Computer/Software Skills

. Desktop Operating Systems: Windows7, Vista, XP, 2000, NT, Win9x,

DOS

. Relational database management using SQL, MFoxplus

. Microsoft Office Suite, Microsoft Project, Remote Administrator,

PCAnywhere, WebEx, Wiki, Basecamp, Captivate, Bridge Help Desk

Business Experience

Tax Associate

12/2013 - Present

H&R Block (Seasonal)

. Preparation/information gathering for completion of tax returns for

various clients

. Making sure the client understands their tax situation

. Make recommendations to the client for the upcoming tax year

Training and Implementation Manager

1993 - 2011

Droste Consultants, Inc. North Andover, MA

Key Accomplishments

. Consistently recognized for superior customer service by multiple

clients.

. Strong problem solving and analytical skills resulted in timely

resolution of client concerns.

. Worked autonomously with minimal supervision

. Differentiated the company from the competition by applying a customer

centric approach to all implementations.

. Increased billable dollars by turning customer needs and requirements

into software design specifications for developers.

. Created custom SQL queries to facilitate data conversion and custom

reporting requirements.

. Increased sales by cross-selling software modules to existing

customers.

. Hired and trained support specialists in the use of software support

procedures.

Controller

1981 - 1994

MAL'S Supermarkets Malden, MA

Key Accomplishments

. Comprehensive cross-functional management experience including

financial management, AP, AR, budgeting, forecasting cash

requirements, payroll and benefits.

. Developed the specifications for retail automation software to improve

efficiency and reduce costs.

. Proven leadership skills including the direct supervision, training,

scheduling and coordination of staff.

. Managed and negotiated two union contracts.

. Increased profits by developing a perpetual inventory control for an

operation with over 35,000 products.

Education/Certifications

B.S., Business Administration June 1989

Certificate in Finance

Northeastern University, Boston, MA

H&R Block Income Tax Course

Certificate

Dale Carnegie April 1998

Certificate in Effective Communications

Cornell University New York, NY

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