Wilma Tunnell

***** **** ****** ***** ******** Ca 93552

Phone: 661-***-****

OBJECTIVE

To become an asset to a progressive company in which I can utilize my extensive experience and proficiency in Customer Service.

EMPLOYMENT

Arvato Services Sept.11999-Present Valencia, CA

Outbound Service Delivery Rep.

April 2017 – Present

Freight Finance Administrator

Oct. 2015 – April 2017

Insure all invoices are received and entered into the system for property processing.

Contact carries for any missing invoices

Compete all email correspondence and route invoices to responsible finance administer

Microsoft Accounts Payable

April 20014 – Oct 2015

Ensure all Microsoft Partners are paid accordingly and correctly

Upload payment files into the system (SAP)

Validate banking information

Request proper funding from Microsoft to ensure Partners payment is processed

Team Leader- MSDN/TechNet Customer Service

Sept. 2007 – April 2014

Customer Service Project Management for Executive Review

Extensive agent and customer support

Financial Assistance

Financial issues reviewed, analyzed and routed to appropriate division

Tax exemption verification, validation and entry

Escalation - Priority Support Cases

Ownership and resolution of top level customer service quality issues

Escalating required cases to Executive Management for completion when required.

Analyzing of CSAT (Customer Satisfaction Survey)

Analysis, follow up and resolution for all customer satisfaction surveys to determine customer service training needs.

Maintain PSL (Phone Service Level) and EPT (Email Processing Time)

Artemis Project Manager/Testing Lead/Support Analyst

June 2007 – Sept. 2007

Testing and validating new client program - CRM (Customer Relationship Management), allocations and order entry verification.

Process documentation and creation including:

Escalation processes and returns

Financial procedures

Customer required logos, letterhead documentation

Training document analysis, review and creation including:

Order entering using SAP - Systems, Applications and Products in Data Processing

Analysis, testing and verification of all data migration.

CSR Analyst, promoted to Team Lead- MSDNAA/ IT Academy

Sept. 1999 – June 2007

Heavy customer service call volume and email support

Monthly allocation reports

Subscription maintenance using an Infosets subscription engine

Escalation calls

Preparation of monthly detailed management reports

Floor support for customer service agents

Complaint Resolution including financial activities for corrective action.

SAP order entry

EDUCATION

Francis Polytechnic High School Graduated 1989

Major: Music and Accounting

QUALIFICATIONS

Knowledge of SAP and CRM

Proficient in Excel and Word

Basic knowledge of PowerPoint

Computer Literate

Great Origination skills

Work well under pressure/stress

Outstanding customer service skills

Dependable/Flexible

Detail-Oriented

Team player

REFERENCES

Available upon request

Contact this candidate