Customer Service Manager

Location:

Raleigh, NC

Salary:

negotiable

Posted:

October 13, 2015

Contact this candidate

Resume:

KAREN L. GUPTON

919-***-**** – mobile

919-***-**** – office (direct line)

OBJECTIVE

I am a people person and have always enjoyed working with the public and my peers. I am a quick study and can easily learn a new job. I have always worked well independently with minimal supervision. I have a very strong work ethic and take a lot of pride in the job I am doing. Except for my family, my job has always been a top priority in my life. I am a conscientious worker and a real go-getter.

PROFESSIONAL EXPERIENCE

WEB SITE MANAGER/IT SUPPORT

North Carolina Healthy Start Foundation, Raleigh, NC.

4/2002 – present.

WEBSITE MANAGER

Design websites from conceptualization to implementation.

Develop website layout, navigation, animation, buttons and site graphics.

Write HTML, CSS and some JavaScript code.

Proficient in Dreamweaver CS6.

Create graphics and logos using Fireworks and Photoshop.

WordPress - beginner

Design website scan tags for use on publications.

Plan website page updates and coordinate time-sensitive needs with staff.

Validate sites, de-bug and test code:

Order forms, quizzes, maps, links.

Donation pages, events calendar.

Ensure integrity of all websites.

HON (Health On the Net) certification.

Section 508 site accessibility (required for state-maintained websites).

Write content; proofread all submitted content.

Research and maintain site stats.

Responsible for web hosting and domain registrations.

Current sites:

www.NCHealthyStart.org

www.MamaSana.org

www.YoungMomsConnect.org (received APEX 2012 National Grand Award in Web Design)

NOTE: this site has been replaced with http://www.youngfamiliesconnect.org/ - I assisted in the design process (WordPress). Can provide examples of pages from previous site.

IT SUPPORT

End user/staff support:

Diagnose and resolve hardware and software problems.

Train staff on computer, software and phone system.

Document, prioritize and track requests/solutions, Determine cause if repetition occurs.

Routine maintenance:

Install/configure new computers and phones.

Repair/upgrade PC and Mac hardware and software.

Troubleshoot network/local printers and postage meter issues.

Maintain IT equipment inventory (computers, printers, monitors, cables, adapters, LCDs, software.)

Ensure daily systems backup.

Restore lost files/documents.

Infrastructure support:

Research, learn and evaluate new software.

Determine IT budget, procure equipment, software, hosting services.

Reduce agency’s expenses by troubleshooting and researching computer issues prior to requesting off-site assistance.

Stay current on operating system/software changes/installations.

Procure all necessary security software for server and computers.

OFFICE ADMINISTRATOR/ ACCOUNTS PAYABLE.

North Carolina Healthy Start Foundation, Raleigh, NC.

4/99 – 7/2008

Office Manager for a staff of eight. Maintain systems and procedures to enhance communication and disseminate information. Develop procedures and tools to increase communication and efficiency. Document office procedures and changes in procedures. Organize, maintain, and update all files. When requested, make arrangements for meetings hosted by staff as well as arrangements for Board meetings or conference calls. Makes travel arrangements for staff when requested. Performs clerical tasks. Verify invoices received for payments. Code all invoices and staff travel expenses to appropriate contract/budget. Maintain expenditure report system for proper billing of contract expenses. Manage petty cash. Settle invoices. Assist Financial Director with preparation for annual audit and provide items requested during the audit.

FLOOR SUPERVISOR/CASH OFFICE.

The Paradies Shops at RDU- Raleigh, NC

4/2001 – 9/2005

Responsible for a variety of stores at RDU, including Brooks Brother, Brighton, ACC. Responsible for daily stores opening and/or closing. Duties included reconciling register tills, evening deposits as well as shift deposits, scheduled register till counts during shifts, delivering change, stocking stores with merchandise as needed as well as assisting in sales during peak times. Weekend cash office responsibilities included accountability for all register tills for Friday and Saturday sales, bank deposits for each store, recording sales, preparing tills for next shift. Replenishing cash from main safe to store safe and then requesting cash replenishment from bank.

TEAM LEADER/SALES ASSOCIATE.

Uptons, Cary, NC.

12/97 – 2000

Various duties including customer service, check-out, and store recovery. Promoted to Team Leader where I supervised approximately 12 people. This includes training new employees, voiding transactions, making change, closing registers, store recovery, and setting sales.

EDUCATION

WAKE TECHNICAL COMMUNITY COLLEGE

2012 - CURRENT – WEB TECHNOLOGIES AAS DEGREE

Courses to date include: Database Concepts (MySql), Programming (C++) Introduction to Mobile Web Applications, Introduction to Internet Media (Flash), Photoshop CC, HTML5 and CSS3, Introduction to JavaScript

PROFESSIONAL SKILLS PROGRAM – TRAINING PARTNERSHIP BETWEEN THE STATE OF NORTH CAROLINA AND WAKE TECHNICAL COMMUNITY COLLEGE Essentials of Web Design Certificate Program

ONGOING – AS TIME PERMITS

COMMUNITY COLLEGE OF BALTIMORE COUNTY – DUNDALK CAMPUS

Baltimore, MD.

Graduated: 1980

Associate of Arts Business Management

Courses included: Personnel Management, Supervisory Practices, Business Communications, Marketing, Visual Merchandising, Accounting I and II, Business Law I and II, Principles of Management, Business Mathematics.

SKILLS SUMMARY

Web Design

IT Support

Project Management

Copy Writing

Accounting/ Bookkeeping

General Office Skills

Microsoft Office Proficiency

PC/MAC Proficiency

Staff Trainer/Manager

Scheduling

Front-Office Operations