Customer Service Technical Support

KATHLEEN A. LINDER

SUMMARY:

Skills:

Leadership/Management

Contract/Vendor Management

Client Solicitation/Sales

Accounts Payable/Receivables

Public Relations and Speaking

Office Management/Supervisor

Human Resources/Benefits

Payroll Processing/Multi-State Tax Filing

Employee Relations/Training

Executive Administrative Support

Software Skills:

Microsoft Office 2007-2013, Quickbooks Pro 2013 and Enterprise 2016, JIRA, State of Oregon Otter, Intuit Payroll, and Electronic Health Records.

EXPERIENCE:

10/09 to ENSOFTEK, INC., Beaverton, OR

Present Contract and Human Resource Administration

Prepare vendor agreements for new contracts

Review vendor agreements from other companies

Assemble documentations for solicitation of Request for Proposals or Qualification

Maintain records of all employees, 1099 and corporation contracts,

Receive and review invoices against client billing for accuracy,

Review timesheets, upload into Payroll System, process payroll

Maintain employee records and documentation to assure compliance with labor laws.

Financial duties of accounts receivable and payable functions, debt recovery and prepare quarterly reports for multiple states as well as quarterly 941 reports.

Process year- end tax filings for each state, IRS and supply W-2s and 1099 form to employees. Benefit management for employees: Health, Transit, and 401K.

Executive Administrative Assistant

Provided exceptional administrative support to President and 4 senior staff.

Researched and ordered products or services for the company for cost effectiveness.

Provide excellent written and oral communication skills projecting a professional image.

Maintain relationship of Purchasing Departments Contacts

Send emails to potential new clients

Send out the company information to potential new clients.

Quality Assurance/Technical Support

Test the Electronic Health Records Software Product and Features; Provide technical support to our customers, create JIRA tickets for the development team for customer concerns that are beyond the scope of our abilities to fix. Set up billing rules for clients.

Technical Skills - Microsoft Office 2007-2013 (Word, Excel, PowerPoint, Access, Outlook), QuickBooks Pro 2013, JIRA, Electronic Medical Records, and Enterprise 2016 accounting software and Payroll and State of Oregon Otter System. I have the ability to handle multi-line telephone system, typing of 40 wpm, and 10 key by touch.

Key Strengths - Maintain a professional image in person and via phone from first impressions. Developed strong relationships with staff, senior executives, clients and contracted employees. Ensured compliance with labor laws and earned the trust of the employees. I have the ability to adapt to meet the needs of the company and multi-task to provide support of different areas in the company.

07/02 to PORTLAND OBSERVER, Portland, OR

01/12 Executive Account Representative/Public Relations/Office Manager

Maintaining and establishing new accounts. Successfully established long-term relationships with multi –level of clients to maximize results for in print advertising.

Produced sales of over 100 thousand per year.

Executive Administrative Assistant -Provided exceptional administrative support to Publisher and other staff.

Performed financial duties of accounts receivable and payable functions, reconciliation of bank and credit cards, collection calls and letters, payroll and employee benefits.

Researched and order product or services for the company for cost effectiveness.

Handled all employee records, interviewing potential candidates, performance reviews and researched benefits for the company.

Provide excellent written and oral communication skills projecting a professional image.

Technical support of computer systems and the internet for minor fixes.

Customer Service

Served as initial point of contact for clients and community.

Provided information about services and opportunities of services offered.

Handle all inquiries via email, telephone and in person.

Duties included answering busy multi-line phones, taking messages, routing ... skills and experience handling 3 or more phone lines simultaneously.

Technical Skills- Microsoft Office 2007 (Word, Excel, PowerPoint, Access, Outlook), QuickBooks Pro 2009 accounting software. I type 40 wpm, and 10 key by touch.

Key Strengths - Adapt quickly to new and evolving environments. Saved company money by reducing expenditures on product and services needed to do business approximately $80,000 to date.

02/00 to SITEL CORPORATION, Hillsboro, OR

03/02 Customer Relationship Manager

Supported manufacturer with maintaining consumer and dealer relationships, answered the high volume of inbound and made outbound calls to retrieve information, set up consumer file regarding inquiries, and researched requests by requesting information or by calling dealer for customer history to bring consumer inquiry to resolution.

Key Strengths – Ability to handled customer dissatisfaction with Manufacturer or dealer or product or service concerns. Maintain positive image for manufacturer and dealer through professional customer services. I developed strong relationships with co-workers and senior management.

09/99 to PORTLAND PREMIUM FOODS, Portland, OR

11/00 Assistant Manager

Managed a team of 30 plus employees in a high activity fast food environment.

Monitored food preparation, quality control of product and health and safety regulations

Maintained scheduling of crew and supervisors.

Order inventory based on consumption and check the quality of inventory upon arrival.

Handle all human resources function from employee files and documentation, interviews, training, and reviews of performance.

Key Strength –Successfully managed a high volume store and 15 employees each shift to ensure the quality of product and service to customers. Provide outstanding customer service and employee relations.

02/95 to PROTECTION ONE, Beaverton, OR

09/99 Alarm Operator, 06/97 to 09/99

Received a high volume of inbound signals related to residential and commercial alarms.

Monitored and verified alarms when necessary called proper agencies to notify of alarm.

Followed instructions listed on customer’s accounts to notify the list of contacts of alarm and dispatch the proper agency to respond.

Monitored the call to maintain scene control prior to the arrival of responding units, and provided pre-arrival instructions when necessary.

Maintained contact with the customer and help them to remain calm until proper agencies have arrived on scene.

Billing Customer Service, 02/95 to 07/97

Responded to inquiries concerning products, services, fees, and billing errors. Researched inquiries to provide resolutions to customers with answers that included factual information to help the customer understand billing, contracts, and services. Updated customer accounts with correct information.

Key Strength – Provide excellent customer services and was able to resolve calls before escalation was required. Customer’s inquiries were resolved in one or two call resolution.

TRAINING:

H&R Block, Beaverton, OR

oTax Preparer, 2016

Transition Projects, Portland, OR

oRent Well Trainer, 2016

National Council on Behavioral Health, Beaverton, OR

oMental Health First Aid, 2016

State of Oregon, Portland, OR

oNotary of Oregon, 2016

Litmos Healthcare Division, Portland, OR

oHippa, 2016

Fred Pryor Training, Portland, OR

oCommunication Skills for Women, 2016

oPayroll Law, 2016

oHuman Resources Training, 2016

oOnline Courses, Completed, 2016:

oPresentation Skills

oBecoming a Great Leader

oManager Guide to Employee Performance Improvement

oHealthy Communication

oConducting Internal Payroll Audits

oActive Listening

oGoal Setting in the Workplace

oCoping with Change

oSales Communication: Writing a Sales Proposal

SBA, Beaverton, OR

oBusiness Development, Strategic Marketing, 2009

Protection One, Beaverton, OR

oTelephone Skills, 1995

Columbia College of Business, Portland, OR

oBookkeeping/Accounting, 1984

Thompson /Interactive

oOnline Course completed 2016: Coping with DOL Wage & Hour Investigations: How to Reduce the Risk of Being Targeted and How to Prepare if You Are? 2016

Continuing Education Credits

oCredits earned: CEU 1.502 / CPE 15 / HRCI 7 / PDU 1.00 / Shrm PDC 1.50

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