Customer Service Management

SHARON W. ARTIS

**** ****** ****** ***** *******, North Carolina 27604

Phone: 919-***-**** *********@*****.***

Career Summary

Qualified by progressive data processing experience of eleven years with responsibility

for all phases of divergent projects from innovation to implementation. Strategic planner

who envision smart solutions and executes across all levels in an organization.

Skilled at applying analytical and logical abilities to produce accurate and quality system solutions

Outstanding leadership qualities

Ability to adapt to rapidly changing business dynamics

Effective oral and written communication

Enthusiastic, dedicated, working independently or on a team

Skilled at problem solving and communicating

Thorough knowledge of the principles and practices of public and business administration

Core Competencies

Project Management ~ Defining Project Scope ~ Managerial Practices and Procedures

Productivity Improvement ~ Testing & Evaluation ~ Team Leadership

Strategic Planning ~ Budgeting & Finance ~ Customer Support

DB2 SQL Application Programming

Professional Experience

ADMINISTRATIVE

Coordinated business related functions

Senior lead in resolving moderate to complex customer issues

Served as liaison for law enforcement and the media on high profile cases

Provided billing analysis (weekly and monthly invoices)

Analyzed, compiled and produced reports as needed

Served as program coordinator for internship program

Created and implemented a positive discipline plan for classes which promoted student’s responsibilities

Managed software and adapter’s beta program for domestic and international testing

Answered questions concerning product applications and sizing for customers

Maintained and provided competitive product information

Worked with marketing and development staff to create product information

Created screen captures (text and graphics), and wrote procedures for various software packages for Product Catalog

PROJECT MANAGEMENT

Provided administrative management

Provided case management operations improvement

Managed family support staff

Improved employee morale and effectiveness through positive participative management

Managed Human Resources and Benefits Administration functions

Monitored department budget for staffing and purchasing expenses

Developed and implemented work plans

Conducted financial management responsibilities with multi-dimensional funding sources

Selected to serve as a member of the Special Work Assignment Team (SWAT) providing support to the PC Support Analyst Group as well as support to all other departments

Assisted with system training and testing of the rate lock module and CSM interface module of FitecH

Created and updated procedural and process documentation

Served as a member of the Due Diligence Team responsible for visiting and evaluating potential portfolio for purchase. Evaluated obtained information to determine advantages to support the investment

Provided input on an automated system to assist product offices, service center and the division

TECHNOLOGY

Served as a customer service liaison between company associates and IT

Performed trouble shooting and testing to identify causes and solutions for problems identified by PC users

Provided hardware and software support in a mainframe environment

Created user accounts, configured terminal and printers in mainframe environment

Managed the setup and configuration of computers on a NT network

Participated in the reviewing process of test cases and also completed review of assigned test cases

Worked in team environment which included the QA team and developers to preform daily testing duties and resolved all testing issues

Served as developer on projects by writing COBOL II programs. The languages used were COBOL II, JCL (Job Control Language) and the Endevor environment was used on all projects

Obtained business requirements through extensive customer interaction

Translated business needs into functional requirements

Analyzed customer requirements and developing programming specifications

Employment History

Office of the Chief Medical Examiner, Raleigh, NC 2005-Present

Data Manager

Wake County Public School System, Garner, NC 2004-2005

Business Education Teacher

Stock Building Supply 2003-2004

PC Support Specialist

Electronic Data Systems (EDS) 1997-2002

Information Analyst

Exide Electronics, Raleigh, NC 1994-1996

Direct Marketing Specialist

First Union Mortgage Corporation, Raleigh, NC 1988-1994

Special Work Assignment Team

Education and Professional Development

Strayer University - Raleigh, NC

Master of Business Administration, December 2010

North Carolina Central University - Durham, NC

Bachelor of Art, Public Administration/ Minor in Computer Science, May 1988

Notary Public for Wake County

Commission expires September 2019

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