Customer Service Support
Resume:
Dianna Kemnic **** ***th Ave. Zeeland MI *****
C: 616-***-****
*******@*****.***
Summary
Technical and customer support representative with a focus on client satisfaction and experience assisting customers both remotely and in person. Skilled at resolving complex customer service issues in a timely a manner. Skilled in customer support in a high call volume environment. Excellent computer skills and telephone etiquette. Processed access request following standard operating procedures, confirming the validity of requests. Monitor, respond to and escalation of critical situations impacting the availability of the global network and issues impacting the creation, manufacturing, and shipping of company product. Document processes for standard work.
Highlights
●High Customer service standard, focus and oriented
●Strong problem solving ability
●System administration
●Familiar with Windows XP, Windows 97, Windows 2000 and Office 365
●Service Desk
●Working independently
●Hardware support and troubleshooting
●Resourceful
●Team player
Accomplishments
●Assisted in the managing of the company database and verified, created and modified manager’s information.
●Researched, calmed, and rapidly resolved client conflicts to prevent loss of system availability for members and the network
●Lead implementation of Redwood Scheduling CPS for SAP system
●Maintained finance calendars of multiple systems for batch processing
●Trained members for Helpdesk position and Operations
●ITIL certified
●Over 35 years in a customer service role
●Worked with a variety of customers on a face to face basis
●Handle and process credit card and cash transactions
●Handle and process food according to the ServSafe guide lines
●Assist with management responsibilities, scheduling team members, cash control for store, inventory of products, ordering and stocking products, scheduling of maintenance for the store and equipment.
Experience
●Assistant Manager Vision Quest July 1, 2019 - 2022
oPreform CSR responsibilities as required
oCash control for daily balance and bank deposits
oInventory control and order placement
oQuality control
oStaff scheduling
oAttend owner calls for store and product updates
●Customer Service Representative Vision Quest 2/1/2017 – 6/30/2019
oGreet and thank each customer
oProcess customer orders
oProcess sales using several card methods and cash
oPrep and process food for orders
oInventory and cook product for customer delivery
oMaintain and clean all areas of facility
oUtilize remote communication device to interact with customers
oCompleted ServSafe Food Handler certificate and follow all processe
●Customer Service Representative Meijer Inc 10/25/2016 – 1/26/2017
oProcess customer orders
oGreet and thank each customer
oProcess sales using several card methods and cash
oUtilize several different types of applications
●GIS Service Desk Analyst II Haworth Inc. Holland MI 6/19/11 – 7/31/16: Retired
●Grade reduction, Position elimination
oSAP security and Active Directory Administration
oMainframe Security Administration
oCA7 Administration for IBM Mainframe Batch Scheduling
oCPS Administration for SAP Batch Scheduling
oProfile Administration for Call Manager and Unity Voice Mail
oRemoter Support Applications – PCAnywhere, Bomgar
oRemedyForce Application Problem tracking
oRemedyForce Administration
oMultiple other systems internal to Haworth for User Administration
oResponsible for Termination of Network accounts
oFamiliar with Office 365, One drive and Windows 2000
oTivoli Storage Management Data Restores
o1st and 2nd Level Service Desk calls
oExtension of Change Management support to deploy changes into the production environments
oPerformed yearly audits for E&Y
●GIS Support Services Analyst I Haworth Inc. Holland MI 12/6/09 – 6/18/11
●Promotion
oScheduler for SAP bath jobs using Native SAP
oScheduler and Implantation Lead for CPS scheduler for SAP
oScheduler and Administrator for CA7 IBM Mainframe Batch Scheduling
oManage and Coordinate IT changes for implementations
oManage coordination of weekly changes into the IT Production Environments
●GIS Service Desk Analyst II Haworth Inc. Holland MI 7/11/2001 – 12/15/09
●Promotion
oScheduler and Administrator for CA7 IBM Mainframe Batch Scheduling
o1st and 2nd Level Service Desk calls
oUnix backup and restores
oRemedyForce Application Problem tracking
oRemedyForce Application Problem tracking
oMainframe Security Administration
oTivoli Storage Management Data Restores
oExtension of Change Management support to deploy changes into the production environments
oActive Directory Administration
oFamiliar with Windows 2000
●Computer Operator III Haworth Inc. Holland MI 3/3/1995 – 7/10/2004
●Promotion
oManage and process IBM Mainframe batch schedules
oTroubleshoot issues with batch jobs, correct and reprocess
oPerform backups and tape management
oPrint and distribute production reports
oAssist in project to eliminate report
o1st level of newly established Helpdesk
●Computer Operator II Haworth Inc. Holland MI 11/20/1998 – 3/12/1995
●Promotion
oManage and process IBM Mainframe batch schedules
oPerform backups and tape management
oTroubleshoot issues with batch jobs, correct and reprocess
oPrint and distribute production reports
●Data Control Clerk Haworth Inc. Holland MI 1/11/1982 – 11/20/1998
●Job Title Change
oManage the flow of incoming and outgoing data to the Data Center
oDistribute reports to departments
oAssist in Data Entry when required
oReported statistics to management monthly
●Operations Control Clerk Haworth Inc. Holland MI 11/10/1980 – 1/10/1982
●Hired
oManage the flow of incoming and outgoing data to the Data Center
oDistribute reports to departments
oAssist in Data Entry when required
oReported statistics to management monthly
●Sales Associate Meijer Holland MI 11/20/2014 – 6/19/2015
●Hired – Resigned
oManaged daily inventory
oAssist customers with product and questions
oMaintain a clean and safe areas
oOther responsibilities as requested
Education
●Zeeland High School 1981 General
References
●Terri Bos: Manager 616-***-****
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