Customer Service Manager
Resume:
Mesquite, TX 75150 ***************@*****.*********:***************@*****.***
Lynn Martin
Objective
Seeking position in Admin Services or Customer Service. Desires a chance to grow and expand current knowledge of all PC Programs.
Experience
Experience includes but is not limited to: EPIC, Econnect, Remedy Service Desk, MVS/OS 390, JCL, ISPF, SDSF, VPS including Disaster Recovery and RACF Security. Strong PC skills with good working knowledge of Microsoft Office, Outlook, Wordperfect, Lotus Notes, Lotus, Excel, Freelance, Office Project, Quickbooks, and VISIO. With 17 plus years experience in the Utility Industry, with 10 years as Secretary.
01/10-06/16
Contract & Office Mgr. AllAmerican Auto & Towing
McKinney/
Mesquite, Tx
Managed & dispatched towing services. Set up contract with apartment management for Private Property Towing Services. Set up contracts with Roadside Assistance Companies such as AAA Auto. Handled all office
duties for company.
07/09-11/09
iPhone & iTunes Customer Support Apple, Inc.
Addison, Tx
Customer support for iPhone & iTunes customers. Handled all customer problems utilizing Apple Platforms to manage and resolve problems with
customer accounts to their satisfaction. iTunes support was handled via
Chat applications. Resolved customers account problems and light training
4 chat sessions going at all times. Maintained the highest customer satisfaction stats in our department.
11/08-04/09
Customer Service Technician Perot Systems
Plano, Tx
First Level Service Desk Support for Stanford Universities, Clinics and Hospitals. Duties included answering call, obtaining sufficient information to either fix problem or enter a Service Desk Ticket for 2nd level support. Problems varied from password resets, printer problems, connectivity issues, to more complex problems. Dealt with all levels of personnel Dr’s, Med Students and Nurses to Management and VP’s. All calls had to complete within a 5 minute First Call Resolution or handoff to 2nd level for SLA’s to be met with success.
05/08-12/06
Shift Manager All N One
Flower Mound, Tx.
Daily sales duties working with customers and vendors. Maintained vendor relationships to ensure cost effective inventory levels with quality assurance on all new and existing products. Ensured customer satisfaction daily. Ensured employee training and customer relations were consistent with store needs.
12/06-05/05
Assistant Manager 7-11
Lewisville, Tx
Daily sales duties working with customers and vendors. Maintained vendor relationships to ensure cost effective inventory levels with quality assurance on all new and existing products. Ensured customer satisfaction daily. Ensured employee training and customer relations were consistent with store needs.
03/97-11/04
Systems Engineer Associate TXU Business Services
Mesquite Data Center
Daily Data Center Operations. VPS Administrator for all mainframe network TCPIP printers system wide on VPS Systems Software running on OS/390 across multiple systems. Responsible for setting up new printers, and maintaining existing printers on all systems. Project manager for implementation of VPS 8.0 on all systems. Project Manager for training for VPS 8.0.
03/96-03/97
Secretary TXU Business Services.-I/T Dept.
Mesquite Data Center
Secretary for four Mangers and their department personnel. Conducted daily duties for approximately 65 employees, maintained all inventory levels, scheduled all travel arrangements and education needs for each employee. Created all presentations for Mangers and employees. Worked closely with clients both inside and outside of TXU, as well as HR Department on all employee related items.
03/96-03/97
Secretary TXU Business Services- Traffic Travel Dept.
Energy Plaza - Dallas
Secretary for Manager of Traffic/Travel Dept and their department personnel. Conducted daily duties for approximately 15 employees, maintained all inventory levels, scheduled all travel arrangements and education needs for each employee. Created all presentations for Manager and employees. Assisted with all Corporate Travel and Corporate Credit Card duties for employees system wide. Assisted with negotiating special hotel and airline rates for TXU. Worked closely with clients both inside and outside of TXU as well as HR Department on all employee related items.
Education
Extensive College Coursework Completed
IBM Education Services
Approximately 160 Continuing Education Credits for various Mainframe and PC Courses
Awards
2003, 2002, 2002 TXU E-Star Award
Mesquite Data Center
20012002 TXU E-Star Award
Traffic/Travel Dept.
1999 TXU Gold Star Recipient
Traffic/Travel
1997, 1995 TXU Gold Star Recipient
Minority Business Developement
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