Office Manager
Resume:
Tami S. Forbes
Thornton, CO 80229
303-***-**** ****.******@*****.***
Detail oriented professional with extensive years of customer service experience, interested in new challenges. Skilled in customer service, administration, management, training, process improvement, project management and cost savings. Highly analytical; employing strong organizational skills in working with difficult accounts.
PROFESSIONAL EXPERIENCE
Christopher and Banks, Westminster, CO 2012 - Present
Assistant Manager
Provide personal customer service in women’s retail clothing store as well as leadership and training for store associates. Daily activities to include inventory control, processing returned goods, mark-downs, incoming freight, exporting merchandise, visual marketing, opening/closing store and cash management.
Kelly Services / All-State Fire Protection, Commerce City, CO 2012
Clerical Assignment
Temporary assignment for All-State Fire Protection through Kelly Services agency consisting of answering phones, filing, copying, making labels, Accounts Payable processing, QuickBooks data entry and organizing for the company.
Quiznos / QCE LLC 2011 - 2012
IT Project Manager
Assisted with several small and medium IT projects for the Restaurant Technology department, Application Development, Marketing and IT departments. Created Power Point Presentation and taught training classes for corporate employees on Windows Exchange 2010. Solicited new Learning Management System vendor for our online education.
IBM, Integrated Technology Division, Boulder CO 1998 – 2010
Technical Account Manager / Associate Project Manager 2004 – 2010
Managed 50 internal and external customer accounts for website and server monitoring services.
Consulted with customers to assess needs and required services; offered recommendations and guidance regarding services, pricing and service level agreements.
Prepared documents of understanding, presented proposals and secured customer approval.
Managed multiple deployments of service while continuing to address issues with steady state customer base.
Acted as focal point between technical team and customer, coordinating communications, resolving issues and ensuring timelines and service level agreements were met.
Monitored customer billings and payments reconciling with document of understanding. Researched and resolved customer inquiries and issues.
Often assigned difficult accounts based on reputation for quality service. Rebuilt relationships, handled outstanding issues and improved customer satisfaction.
Trained new project leads on customer processes, procedures and customer interface role.
Problem & Change Management Coordinator 1999 – 2004
Coordinate change request and problem resolution activities for 4 internal and external customer accounts. Ensured compliance with processes and protocols to ensure quality and customer satisfaction with all system changes.
Tracked and monitored change requests, performance issues and internal enhancements to systems to ensure compliance with service level agreements and change management process.
Led planning teams in analysis of change requests and processes ensuring no impact to customers operations.
Tami S. Forbes Page Two
IBM (continued)
Communicated with customers to address concerns and manage expectations. Researched and resolved customer problems as needed.
Developed service level agreement reports on a weekly and quarterly basis.
Trained customers and team on processes, procedures and tools for change management.
Recognized for customer service and problem resolution skills; often assigned difficult and demanding customer with success in meeting expectations.
Advisory Customer Service Rep 1998 – 1999
Provided first level technical support to internal and external customers for VM / MVS systems handling 20 to 30 calls per day.
Analyzed customer problems and worked with customer technical point to resolve performance issues.
Escalated complex problems to second level support as needed.
COMPUTER TASK GROUP, Boulder, CO 1995 – 1998
Field Services Manager
Managed a team of technical support providers for 2 IBM Account and provided backup to team lead of the helpdesk. Collaborated with site manager to deliver service in agreement with contract.
Evaluated team performance and developed Quality assessments for customer.
Received Exceptional contribution award and select to attend the Achievement Forum.
PREVIOUS EXPERIENCE
UNITED WESTERN SUPPLY COMPANIES, Denver, CO
Administrative Manager
Selected and managed administrative team and oversaw daily operations including purchasing, accounts receivable, processing credit applications, processing customer orders, and maintaining customer database.
MSP COMPANIES, Denver, CO
Administrative Assistant
Processed construction contracts, managed loan request documentation, developed cash flow projection spreadsheets. Maintained Homeowner Association member database and annual assessments.
THE GUIDE ASSOCIATES, INC, Lakewood, CO
Administrative Manager
Set up and developed administrative processes for a new business. Processed customer orders and managed basic bookkeeping.
FILTREX, INC, Wayne, NJ
Office Manager
Acted as executive assistant for company President including processing correspondence, managing calendar and travel arrangements. Selected and managed administrative team, maintained employee records. Procured office furniture and supplies, processed sales orders, proposals and leases.
TECHNICAL SUPPORT PROFICIENCIES
Microsoft Office / Windows
Microsoft Outlook
Lotus Smart Suite
Microsoft Excel / Word
Power Point
Lotus Notes
Microsoft Project
VM / MVS Host Systems
EDUCATION AND PROFESSIONAL DEVELOPMENT
IBM Leadership Excellence Program
Barnes Business College, Office Specialist Certificate, Denver, CO
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