Customer Service Sales

Atten: HR Department for Park West

Regarding: CSR Payment Processor [Park West]

Leah Vogelsang

***** ***** **** *****

Houston, TX 77095

*************@*****.*** 281-***-****

Resume From the Desk of Leah Vogelsang:

I have over 18 years of experience accounting, customer service, management & data entry for accounting. I have the work ethics that you’re looking for, based on the requirements you need. I learn quickly & extremely motivated to ensure the accounting is done accurately & efficiently. I am very good at bank reconciliation & also knowing to always double checking my work in different ways. Because of my accounting background I am very familiar with sales commission, expenses & working with every department. I’ve also worked with scheduled routing for customers. I am able to learn quickly at anything new. I am professionally polished when I go to work each day.

I am dependable & determined to complete all deadlines & accuracy. I have superior communication skills, work well with others as a team player & anything else pertaining office. I adhere to the company’s policies & SOP’s. I am very resourceful & grateful that, I don’t take anything for granted. I am highly energetic & enjoy life because I’m a genuine person that really cares about others & extremely good in accounting & any other task that comes along. I am always willing to help out in any way that I can.

I know how to use any computer, answer phones, read instructions, advanced at typing, multitasking at the same time. I know I would be an asset to your team & I would be grateful if you gave me a chance to prove to you that I can handle anything that comes my way. I am an extremely sincere, honest, intelligent, high level of integrity, proactive & hold all confidentiality. Please let me know if you’re interested in an interview, so you can see how diligent I am in all aspects of life.

Respectfully submitted,

Leah Vogelsang

EDUCATION:

Waukesha County Technical College

800 Main Street, Pewaukee, WI 53072 (Dates: 1997 – 2001)

Studied: Accounting & Business Management

Waukesha South High School

400 W. Roberta Ave., Waukesha, WI 53186 (Dates: 1987 – 1991)

Studied: General Courses

OFFICE EQUIPMENT & SOFTWARE KNOWLEDGE

All Phone systems: Transfers; holds; paging; transferring; conference (via online), per Expedia’s standard operation procedures

All Printer/Scanner/Fax/PDf/Ecopy: HP all in one & basically any office machinery for copy; scan (maintenance of them)

Computer: All facets; networking; Share drives; maintenance; repair; trouble shooting; backups; conference calls; adobe room

Accounting Software: SAP Peachtree; QuickBooks; Individualized software; People Soft; Oracle; DOS

Computer Operating System: All Microsoft Windows & Mac products & equipment

Microsoft & Apple software programs: Outlook; Excel; Word; Access; Power Point; Paint; Pages; Numbers; Key Notes (advanced level & certified

Adobe Acrobat & Photo Shop Pro: share scan; Java; Malware (Virus scans)

Internet: All Windows & Mac; operating systems; Chrome; Firefox; Opera

Visio: Flow chart; Organizational Chart; blue print software – advanced level (able to read blue prints)

Virtual Private Networking: Organizing meetings; prepping them as well through Power Point or Key Notes

SKILLS:

Typing: 65 WPM – advanced level

10 Key Calculators : 38,750 KSP

Customer Service & marketing – 100% satisfaction on my performance as well my colleges that I am in charge of

Sales/Retail: Incoming calls; cold calling; leads; emails; in person; marketing; web; chat rooms for heavy call center @ Apple Inc.

Quality Assurance on 100% calls; always going beyond quota on sales; all call recorded for training & QA

Supervisor of Answering Service: Secret Service; Doctors; Lawyers; selling tea; apartment building (call center experience)

Audits: Prepared & overviewed all TWC, IRS, DOT & OSHA

Technology savvy: Facetime; training; anything needed to assure accuracy & maintaining VPN equipment;;hands on; ownership

Screen sharing through any software systems

Training online: Presenting & preparation of classes

Utilize tools to maximize knowledge (Google, in-house articles)

CERTIFICATES & SEMINARS:

Microsoft certified – Advanced classed (all Microsoft applications)

Essential communication & writing skills for Supervisors & Management

Communicating with tact, diplomacy & professionalism

Learning to listen

Dealing with difficult situations & people

Re-encouraging employable accountability

Human Resources; Entire process of recruiting; verbal; written; performance reports; layoff; termination

OSHA Standards/Safety: Log maintenance & upkeep; training; investigation

Notary Public Commission # 12909287-2

Apple Certified: Sales, product knowledge, marketing (upselling), technical support tier 1

VOLUNTEER:

City of Houston Court: Child Advocate

Food Pantry: Donations; helping box up food for the less unforturnturnate

Donation to Purple Heart: Clothing; furniture; household; pet food

Recycled Pomeranians

EMPLOYMENT:

Icould 10/ Apple:

4700 Syracuse suite 1000, Denver, CO 80237 (Dates 7/28/15 – current) part time, looking for full time out of the house

Title: Virtual Certified Apple Care Agent – IT Department Tier 1 online

Duties:

Work at home Agent: Answer incoming/outgoing answer calls through computer for Apple technical support

Training – for certification for IT Tier 1 position)

Customer Service: Probing questions; acknowledgement; assure; compassion for caller to know you have been in their situation before

Utilize all tools to verify answers & to troubleshoot;

Customer Service: Purchases; Limited warranty, purchase Apple Care +; returns; edit delivery address;

Product knowledge: Keeping up with the daily intranet for information to provide to consumers

Technical support: Identify problem, resolve or by transferring to tier 2 if beyond my scope of duties per SOP’s

Quality Assurance: Review calls to improve on every call & training purposes

Representing Apple: Professionally by being knowledgeable by well versed by speaking clearly/professionally; verifying all information, so that I am following all the policies given. If I don’t know the answer, I’d find it by being resourceful & using all the tools given in the software & even google

Listening & verify all callers: In order to pull up their account & to be able to resolve/troubleshoot with compassionate voice

logging all calls to verify everything is done to perfection

Payment: Accuracy of name spelling, address & payment of credit card

Quickly handling calls by quota: In order to take/resolve as many calls

Ensuring every call has been resolved by writing a script & completely resolved

Sykes/Alpine Call Center/Apple:

1120 Lincoln Street Suite 1400, Denver, CO 80203 (Dates 7/21/15 – 7/28/16)

Title: Virtual Certified Apple Agent & Customer Service Representative online

Duties:

Worked at home Agent: Answer incoming/outgoing answer calls through computer for Apple products & accessories

Training – for certification for Apple (Mac) products

Welcoming consumers/business to discover what their needs are

Sales: All Apple products; third party; maintenance of customers by personal line & email

Customer Service: Purchases; Limited warranty, purchase Apple Care +; returns; edit delivery address;

Product knowledge: Keeping up with the daily intranet for information to provide to consumers

Technical support

Quota: almost always an “elite” by being the highest seller/talk time

Quality Assurance on all calls: Reviewed to improve on every call & training purposes

Exceptionally well versed in professional speaking & compassionate voice

Precise Steel Inc. & Precise Steel International, LLC. (Same ownership)

1335 Boyles Street Suite 110, Houston, TX 77020 (Dates: 6/24/11 –2/3/15)

Title: VP of Finance & Administration

Duties:

GAAP accounting – Accrual & cash basis (All financial accounting; AR/AP; reporting; payroll; taxes; HR; benefits)

Payroll: Recruiting; new hire paperwork & verify background; benefits; write ups; terminations; memos; meetings

Executive Support: Assisted all owners & partners: Daily agenda; calendars; meetings; legal; personal

Customer service: Ensure 100% customer service by going to any lengths for customer satisfaction

Answer phones: Multiple lines; transfers; patching; computerized; messages by email

Printer/Scanner/Fax/Email: All in one system

Marketing & Sales: Brochures; radio; entertainment; website; face to face; phone initiations; emails; web

Accounting: AR; establish credit; invoicing; collections daily

Establish customer credit worthiness (legally collecting all the information needed if court is necessary)

Help run entire operations from the office to the shop – by assisting owners in all activities

Renewal of all contracts in the shop & office: Vendor’s; customers

Acquisition knowledge: Beginning balances, consistency though out all companies; due diligence

Create all SOP’s for cross training on everyone’s position within the company

OSHA/Safety: Meetings; Lead; create documentation for attendance; subjects to be reviewed/revisited

Reporting of sales & marketing – overall sales & percentage of profit

Audit for Department of Transportation

Audit for Texas Unemployment

Audit for IRS on taxes for business & the owners

Weldfit Energy Group (Ashburn Chemical & Subsidiary Companies)

4135 Dayco, Houston, TX 77092 (Dates: 9/27/07 – 5/25/11)

Title: Accounting/Office Manager

Duties:

Identical duties as listed above – full cycle accounting, except outsourced payroll through ADP

A/R & AP Manager for 3-5 companies at one time

Consistency in accounting SOP’s for all new acquisitions

Quad/Graphics, Inc.

N63 W2307 Main Street, Sussex, WI 53089-2827 (Dates: 5/24/04 – 1/29/07)

Title: Administrative Coordinator/Executive Assistant - Director of Facilities

Duties:

Personal assistant to the Director of Facilities: Every aspect of his roles

oAssisted in all daily agendas; answering phone, emails, travel, errands, etc.

oMaintained appointments in Outlook; Conference calls & web meetings; liaison with all executives, employees, etc.

oPrepared/arranged all meetings, researched, & provided materials for presentations

Created/designed expense & budget reports of utility bills in Excel & Access for 10 locations

Tracked/stored utility bills for all plants & insurance certificates in the network

Created/designed in Access the vendors contact/contract information

Reconciled of all utility bills (13 companies) of usage & costs for all entities. Verified utility invoices were accurate. Corresponded with vendors to make accurate & timely payments

Created standard operating procedures manuals/binders for employees & vendors. Executed the manuals, distributed & verified receipt of documents.

Electronically maintain all documents & reports in the network for future references. I created back up methods for easier look up of past data.

Safety & environmental support: Created presentations; coordinate activities; attendance list for OSHA logs

Security & maintenance support: Assisted with all aspects of security for the property; machinery; employees

LEAN program: Helped development; implemented; adhered to the new safety program

Al’s Window Cleaning & Building Services, LLC.

1610 Miller Park Way, West Milwaukee, WI 53214-3604 (Dates: 9/11/01 – 3/15/04)

Title: Accounting/Office Manager

Duties:

Identical duties as Precise Steel Inc. & Weldfit Energy Group

Scheduled route cleaning for residential, high rises & commercial window cleaning

Wisconsin Metalworking Machinery, Inc.

2207 S. West Avenue, Waukesha, WI 53186-7990 (Dates: 5/1/98 – 9/10/01)

Title: Accounting/Office Manager

Duties:

Identical duties as Precise Steel, Weldfit Energy Group & Al’s Window Cleaning

Assisted the President in all daily agendas

All general office maintenance & manage the receptionist position

Typed certified appraisals & quotes for used machinery

All general office maintenance & manage the receptionist position

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