Document Control

Karen Hultgren

**** ****** **** #*** ****: 805-***-****

Simi Valley, CA 93065 *****.********@*******.*** Cell: 818-***-**** Outstanding Service Professional Summary: Over ten years’ experience in providing supportive services, including technical support and documentation, for leading professional, high end organizations. I have successfully performed, managed and supervised overall functions and staff of customer service and technical support, ensuring superior service, providing skilled personal interaction, producing optimized technical documents and resolving varied internal/external customer inquiries/challenges. Career Objective: Service role in a cooperative, interactive environment leading or assuming responsibilities of varied support activities, services and document creation/control.

Professional Employment and Core Competencies: Expertise in professional audio/sound technologies. Highly skilled with diverse experience in customer technical support, management and document control. Highly organized. Proficient in MS Office Suite and CRM systems such as SalesForce and Zoho. JANUARY 2015 – MAY 2008 Datasat Digital Entertainment, Simi Valley High end Audio Processors Manager Customer Technical Services

Managed CRM (customer relationship management) software

Administered CRM process: Call ticket > return authorization > resolution

- Ensured collected data properly quantified, reported and beneficial in identifying product/customer issues

- Organized dealer > end user relationships and accounts

- Tracked all returns, replacements, product failures and identified tends that needed to be addressed

- Determined repair costs and optimized repair turnaround time

Wrote and distributed technical help/update documents, manuals to customers/dealers/reps

Managed the company’s online customer support web site

Built Services into an interdepartmental collective by assembling a collaborative team integrating Technicians Engineering Sales

Addressed re occurring complex field/unit issues so they could be thoroughly reviewed and resolved

Ensured customer feedback was considered during current product review and new product design

Top level customer support

- Direct liaison to Engineering/Sales and outside installers/technicians

- Handled product replacement/repair/return fulfillment, replacement parts selection/ordering (part number, pricing)

- Produced and managed technical notices/troubleshooting guides/update information/instruction MAY 2008 – MAY 1993 Digital Theater Systems (DTS), Agoura Hills Digital sound for cinemas Customer Technical Services May 2008 – 2005

Handling and documenting customer technical inquiries and providing solutions

Trained customers and co workers product troubleshooting/updating/installation

Attended to customers:

- Troubleshooting and equipment setup/operation help

- Managed product exchange/replacement

- Volume varied from 10 to 50 customer inquires a day including weekends and holidays

Technical writer and product trainer

Highly skilled at translating engineering materials into language the customer can understand

Produced user manuals, troubleshooting guides/tips, upgrade and technical notices

Produced and presented product training install/update/setup PowerPoints for customers and co workers Field Support 2005 May 1993

Equipment field installs, sound system integration/troubleshooting, product repair/updates and user setup

Created effective troubleshooting documentation for efficient problem solving by customer

Document Control, ensured product documentation accurate and optimal MAY 1993 – JANUARY 1978 RTS Systems, Burbank Professional intercom systems Started as technician testing equipment, progressed to senior technician testing specialize systems and repairing equipment > repair manager > customer technical support. Supported intercom system at live broadcasted award shows (Grammy, Academy Awards, etc).

Visit my LinkedIn page www.linkedin.com/pub/karen hultgren/8/988/3a1/

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