Customer Support Services
Resume:
SONYA
SPEARS
S
S Hoover, AL *****,
**********@*****.***
PROFESSIONAL SUMMARY
* ***** ** ********** **** information technology 7 years of experience with retail client services Developing and implementing innovative programs
SKILLS
• Customer experience control • Process optimization • Strategic planning
• Requirements gathering • Conflict resolution • Problem-solving
• Change impact analysis • Documentation
EXPERIENCE
Retail October 2009 - Current
Arise Virtual Solutions Atlanta, GA
Managed approximately 100 employees providing customer support services to Sears.com, Craftsman.com, Kmart.com, AT&T and Intuit TurboTax
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• Supervised customer support services that generating $4000 in sales per shift for Sears.com, Craftsman.com, Kmart.co
• Supervised customer support services generating $5500/ shift for Intuit, TurboTax.com
• Met sales, response time and customer satisfaction benchmarks 100% of the time Resolved approximately 2400 customer problems with delivery, software applications, and technical support while providing customer service and resolving billing issues for TurboTax.com and other affiliated sites
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Performed various executive secretarial and administrative responsibilities as required by daily operations for to Sears.com, Craftsman.com, Kmart.com, AT&T and Intuit TurboTa
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Responded independently to communications both verbal and written from customers and customer support services with the ability to select from multiple procedures and methods to accomplish tasks and apply organizational policies
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Coordinated virtual meetings, activities and schedules, developed and recommended policies, procedures, software applications and systems
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• Assisted in preparing speeches and internal news releases for TurboTax.com
• Administrative projects and technical anomalies relating to software and Internet services Monitored and evaluated communications between customers and customer support services including telephone calls, email messages and Internet chats; assisted customers and customer support services using independent judgment to identify messages that required priority attention while prioritizing and facilitating communication
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Proofread and edited documents for accuracy and format then distributed documents as instructed to Sears.com, Craftsman.com, Kmart.com, AT&T and Intuit TurboTax customer support services
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Business Analyst February 2007 - October 2012
The Berkeley Group Atlanta, GA.
• Contributed to the development of a consolidated HR website for Cox Communications
• Executed web-based QA test scripts and created results logs
• Analyzed and reconciled data between test and production environments
• Created final test disposition and overall results report
• Maintained test results in Mercury Test Director
• Lead in the requirements gathering process
• Published the requirements for Knowledge Manager to various organization members EDUCATION
Associate of Science - Computer Information Systems Herzing University, Atlanta, GA
Bachelor of Science - Information Technology Management Herzing University, Atlanta, GA
Bachelor of Science - Information Technology
Herzing University, Atlanta, GA
Master of Business Administration
University of Phoenix, Atlanta, GA
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