Customer Service Manager
Resume:
JACINDA E. STOVER
**** *. ******** **. ************, IN 46201
*******@*****.***
https://www.linkedin.com/in/jacinda-stover
HELP DESK/ SUPPORT ANALYST/ SUPERVISOR
PROFESSIONAL EXPERIENCE
Manager January 2017 – Present
Stover Remodeling
Apply drywall to walls or ceilings.
Fasten drywall panels to the inside framework of building.
Prepare panels for painting by taping or finishing joints.
Smooth out imperfections.
Measure, cut, fit, and fasten panels.
Prepare panels by sawing, drilling, or cutting holes in panels for electrical outlets, air-conditioning units, and plumbing.
Fill joints in-between panels with spackle.
Use trowels to spread spackle.
Press paper tape into compound.
Smooth away excess material.
Cover nail and screw depressions with spackle.
Apply second and third coats of compound.
Sand areas after each coat
Supervisor December 2013 – December 2016
Bell Techlogix
Adheres to schedule adherence and attendance policies.
Uses employee time system for all time reporting and leave requests.
Approves employee and personal time in a timely manner.
Monitors employee timecard approval percentage, schedule adherence, and attendance.
Maintains and improves profitability and operational excellence for assigned clients.
Maintains and fosters positive relationships with applicable clients.
Responsible for compiling applicable client invoices on a monthly basis.
Is familiar with applicable client SOWs and understands company role in fulfilling its obligations
Participates in applicable client meetings & conference calls; compiles meeting notes & action items when technical lead is not able to attend.
Manages potential issues or opportunities for applicable client engagements.
Assists in client transition process.
Assists managers in implementing applicable strategic initiatives.
Provides ad hoc reports & data to managers and clients as needed.
Monitors interaction volume & trends, and takes appropriate action when necessary.
Responsible for ensuring knowledgebase includes general & client specific information that is accurate and readily available.
Communicates applicable knowledge, policies, and procedures to technical leads & analysts.
Organized, clear, and concise communication with clients and coworkers.
Assists in QA Review process implementation; notifies senior management of any applicable issues in maintaining QA program.
Manages and provides (if applicable) training/coaching opportunities and technical/non-technical issues with technical leads & analysts in a timely manner.
Maintains a solid working relationship with clients and coworkers.
Manages human resources consistently & effectively.
Monitors employee morale and notifies senior management of applicable issues.
Meets with direct reports on monthly basis (at a minimum).
Adheres to EUC business unit policies & procedures, as well as monitoring and coaching employees on observed issues in a timely manner.
Weekly Service Manager March 2011–November 2013
Angie’s Pool and Spa, Greenwood, IN
Weekly Service Manager – Maintain a set weekly service route while providing excellent customer service
Purchaser – Ordering merchandise to maintain inventory supply and demand
Research new products – product durability, pricing, accessibility
Warehouse – Scan incoming freight, tag, and stock shelves
Retail – Provide excellent customer service assisting customers with water test, chemical select and product purchasing
Opening & Closing Crew – Open and close swimming pools, test water, and input chemicals
Weekly Service – Assist with maintaining a set weekly service route while providing excellent customer service
Help Desk/ Customer Service Assistant December 2007 – September 2010
AT&T, Indianapolis, IN
Worldwide providers of IP-based communications services to businesses
Help desk duties-troubleshooting and solving IT problems
Customer service
Using various application and computer programs to locate customer information
Inputting data into various computer programs such as SAP& Microsoft Word
EDUCATION
Associate of Applied Science: Network System Administrator
ITT Technical Institute, Indianapolis, IN
GPA: 3.67 /4.0
Associate of Applied Science: Accounting
Associate of Applied Science: Business and Information Technology
Indiana Business College, Indianapolis, IN
GPA: 3.91/4.0
ACCOMPLISHMENTS
Received several outstanding accomplishments for excellent customer service certificates
Dean’s list for 9 quarters
Perfect attendance awards for 8 of 9 quarters
ITIL certified
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