Information Technology Customer Service

***** **** ****** ****, ***********, FL***** • Home: 850-***-**** • Cell: 850-***-**** •*********@*****.*** •*********@*****.***

Professional Summary

Information technology professional with a background in project management, business and systems analysis, installation and configuration seeks position as a Systems Analyst in a fast-paced startup. Talented Computer Technician seeking an IT position supporting end users with exceptional customer service skills. Resourceful and talented at developing innovative business solutions to meet customer needs. Background in finance and consulting with outstanding communication and presentation skills. Self-motivated and effective in marketing both tangible and intangible products and services. Expert in operations analysis and management. Persuasive speaker and negotiator.

Skills

• Expert in QuickBooks Pro • Project planning

• Bookkeeping • Business correspondence

• Budget development • Filing and data archiving

• Financial reporting • IT security best practices

• ProSystem FX (CCH) and Lacerte tax systems • Interpersonal skills

• US GAAP principles • Working with shifting priorities

• Individual tax returns • Managing multiple projects

simultaneously

• Federal/State tax preparation • Team player

• Tax accounting • Documentation

• Corporate tax planning • Web application implementation

• Fiscal budgeting • Large computer networks

• Cash flow analysis • Front-end web languages

• Customer relations • Attention to detail

• Team building • Quality assurance

• Critical thinking • Project planning

Work History

Administrator, 05/2012 to 01/2016

Shannon's Down & Dirty Cleaning Services – 418 DuPont Drive

• Worked directly with clients, owner, and other management to achieve common goals.

• Strengthened company's business by leading implementation of potential clients.

• Partnered successfully with owner and clients to produce positive client satisfaction.

• Created new revenue streams through solicitation.

• Exceeded company objectives with prepared contracts that are specific in nature.

• Implemented innovative programs to increase employee loyalty and reduce turnover.

Plant Manager, 08/2007 to 12/2010

Stewardship Drycleaners – 2836 South Adams Street

• Worked directly with owners, clients, and management to achieve customer satisfaction.

• Hired and trained staff.

• Strengthened company's business by leading implementation of promotions and company reputation.

• Partnered successfully with laundry services to produce higher revenue.

• Trained, coached and mentored staff to ensure smooth adoption of new program.

• Implemented innovative programs to increase employee loyalty and reduce turnover.

• Establishing and overseeing compliance of policies and procedures.

• Motivate employees.

• Create and implement job satisfaction through incentives.

Shift Supervisor, 10/2004 to 06/2007

Steak n Shake – 3394 Capital Circle North East

• Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.

• Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.

• Spoke with patrons to ensure satisfaction with food and service.

• Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices.

• Received and delivered quality products to restaurant from supply warehouse in a timely manner.

• Ensured food was stored and cooked at correct temperature.

• Displayed enthusiasm and knowledge about the restaurant's menu and products.

• Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.

• Monitored food preparation and serving techniques to ensure that proper procedures were followed.

• Trained kitchen staff on proper use of equipment, food handling, and portion sizing.

• Stored food in designated containers and storage areas to prevent spoilage.

• Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock.

• Estimated amounts and costs of required supplies, such as food and ingredients.

• Provided friendly and attentive service and exceptional hospitality.

• Ensuring bank deposits are made and journalized.

• Analyzing sales, profitability, and organizing activities, such as promotions and discount schemes.

Department Manager, 01/2000 to 04/2003

Kmart – Apalachee Parkway

• Promoted from Team Leader to Assistant Manager within 3 months.

• Counted cash drawers and made bank deposits.

• Assigned employees to specific duties to best meet the needs of the store.

• Reordered inventory when it dropped below predetermined levels.

• Instructed staff on appropriately handling difficult and complicated sales.

• Completed profit and loss performance reports.

• Analyze sales figures and forecast future sales.

• Record sales figures, keeping up with trends and forward planning, using information technology.

Assistant Office Manager, 03/1995 to 05/1999

Adler Inc. – Edison New Jersey

• Met all customer call guidelines including service levels, handle time and productivity.

• Devised and published metrics to measure the organization's success in delivering world class customer service.

• Solved unresolved customer issues.

• Strong leader of customer support staff.

• Maintained up-to-date knowledge of product and service changes.

• Managed work flow to exceed quality service goals.

• Facilitated inter-departmental communication to effectively provide customer support.

• Maintained accurate records of past due customer account activity.

• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Investigated and resolved customer inquiries and complaints in an empathetic manner.

• Scheduled staff shifts to cover peaks and lulls in customer inquiries.

• Preparing and monitoring budget by gathering and organizing financial information.

• Scheduling expenditures, analyzing variances, and implementing corrective.

Receiving Manager, 09/1988 to 05/1995

Armark Distribution Center – Newark, New Jersey

• Defined manufacturing performance standards and reviewed the outcome of performance goals to set future targets.

• Directed the manufacturing process and operational efficiency procedures to achieve goal of first run capability.

• Handled preventive and corrective maintenance to maintain proper equipment safety and functionality. Intake of merchandise and management logistics.

• Delegating assignments by implementing directives.

• Creating invoices and packing list with purchase order numbers.

• Inventory control.

•Use company database for IT functions.

Education

Bachelor of Arts: Accounting, 2016

Ashford University - San Diego, California

Bachelor of Arts: Business Information Systems, 2016

Ashford University - San Diego, California

MBA: Finance, Current

Ashford University - San Diego, California

MBA: Information Technology, Current

Ashford University - San Diego, California

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