Customer Service Technical Support
Resume:
Objective: Looking for a position where I can utilize my excellent communications, organizational, and technical skills. Prefer a challenging and fast paced environment that values a team player. Experience:
03/11/2015 – Current
Right Sourcing (PRO-Unlimited is the Parent Company) http://rightsourcingusa.net
On-Call Coordinator
*Support the RightSourcing program and clients after standard working hours, weekends, and holidays.
*Answer incoming calls. Return voicemails within 15 minutes of call.
*Provide reporting to onsite team after every shift to provide updates regarding shift.
*Analyze and provide reporting needs.
*Utilize PeopleFluent to verify compliance on candidates for clients and vendors. 09/2006 – 03/11/2015
PRO Unlimited
http://prounlimited.com
Application Support Specialist [Helpdesk]
*Take inbound customer calls and email inquiries.
*Analyze/troubleshoot issues and provide clear, concise answers to customers.
*Escalate extreme cases to IT specialists, Level 2 Support, or developers.
*Ensure issues are fully documented within CRM tool [Footprints’]
*Identify and report bugs from day-to-day processes or code releases
*Monitor incoming/outgoing Client feeds
*Handle irate customers in a patient manner
*Collaborate with fellow employees by providing feedback, improvement suggestions, and pass downs.
*Worked independently on night shift and weekends. 12/2004 - 09/2006
ASML
www.asml.com
Customer Support Representative
* Managed Warranty and Service contracts with regards to labor and/or parts.
* Billed labor and depleted parts in SAP depending on contractual agreements.
* Trained new users in SAP timecard application.
* Managed Purchase Orders.
* Handled all shipping issues domestically and internationally. 11/2002 – 12/2004
Skyy Spirits, LLC
www.skyy.com
Import & Export Coordinator/Customer Service
* Work with the Planning Manager to maintain proper inventory levels of import and export goods by analyzing market trends and forecasting short-term requirements.
* Create purchase orders to vendors, confirm pricing and term agreements, and calculate production lead times and transit times.
* Coordinate logistical movement of goods with customs broker, freight forwarders, truckers, and receiving warehouses.
* Monitor, track, update product deliveries in order to inform customers, sales, and warehouses.
* Additional duties: Enter receipts of raw materials and receipts of finished goods; Created open order reports; Developed strong relationships with suppliers, forwarding agents, in house and sub-contracted warehouse; Approve and code invoices from brokers, Paul Mora
1025 S Wedgewood Road
San Ramon, Ca 94582
********@****.***
warehouses and suppliers; Count and reconcile inventory; Organized yearly bidding to vendors and sub-contractors for lower costs; Managed two employees in a dynamic and fast paced import and export department. 12/2000 - 10/2002
NetsWork Inc.
Dispatcher/Customer Service
* Processed service calls from accounts with ATM, desk-top/lap-top computers, and riser/backbone problems. Quickly and accurately dispatched service calls to field technicians.
* Monitored service calls response times in order to measure efficiency and contractual agreements.
* Followed customer service policies and procedures for accuracy and accountability.
* Knowledgeable of using mapping techniques and software for accurate dispatching.
* Escalated problem tickets to managers and supervisors. 11/1999 - 10/2000
McAfee.com
www.mcaffee.com
Membership Service/Refund Department
* Handled requests for orders, renewals, refunds, and tier-1 technical support for our online application (ASP).
* Resolved consumer issues and concerns via email (80+), phone (40+), and facsimile.
* Properly logged service calls and email thru Kana.
* Maintained and went above departmental quotas for service calls and emails.
* Followed policy and procedures since there were no escalation options for customers, except for technical support. 04/1995 - 10/1999
Cobra Golf
www.cobragolf.com
Senior Account Representative/Customer Service
* Managed Cobra Golf’s preferred and regular customer accounts.
* Maintained a strong relationship with these accounts to ensure they were adequately stocked with product, marketing displays, and promotional items.
* Established close relationships with outside/inside sales departments to overall support Cobra Golf’s customers.
* Answered inquiries from retail & pro shops, consumers regarding product performance, product availability, repair and warranty issues, and customer retention.
04/1989 - 06/1994
United Sates Marine Corps
Camp Pendleton, Ca [Camp Horno]
S-3 Operations and Infantry Rifleman
Education:
1996-1998 - Palomar College, San Marcos, California 1999-2001 - Academy of Art University, San Francisco, California Skills:
Microsoft Office, Mas90/200, SAP, AS400, Kana, Footprints, PeopleSoft, Internet Research, Web Based CRM, Speak Spanish. Personal:
Enjoy spending time with family, travel, and sports.
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