Customer Support Specialist

PATRICIA SPIKES

*** ****** **** ************, ** 630-***-****

************@*****.***

SUMMARY

A highly motivated, resourceful, and detail-oriented customer support specialist with in-depth experience, globally, in sales support, client/vendor relations, data entry and management, reporting, performance management, implementations, and policies and procedures. Supports objectives, launches innovative product offerings, and delivers results. Leverages strong organizational and analytical skills to resolve complex issues and deliver solutions to overcome obstacles. A solutions-focused top performer who enables a company to provide exceptional customer care and achieve goals and objectives.

EXPERIENCE

FOLLETT EDUCATIONAL SERVICES, Woodridge, Illinois

Customer Support Specialist, 2011-2022

• Provided excellent customer service via phone and email.

• Worked directly with Schools, both public and private to create and process book orders.

• Researched and resolved customer queries in a timely manner.

• Maintained records and reports on a daily/monthly basis.

• Processed purchase orders and support requests.

• Prioritized work to meet daily deadlines.

• Performed administrative support work while processing information, documents.

• Windows desktop computer applications, and Microsoft Office Word and Excel.

• Operated a variety of office equipment, xerox/fax machines, laser printers, shredders and scanners. Specialist-Research, 2007-2011

• Oversaw e-commerce sales by updating inventory levels.

• Reviewed customer requests and made purchasing decisions, approved pricing adjustments for inventory.

• Processed orders, processed returns.

• Reconciled all financial statements, managed financial record keeping files.

• Processed customer credit card payments/credits.

• Provided internal support for sales team and excellent customer support to outside sales team. ADDITIONAL EXPERIENCE

OAG WORLDWIDE, Downers Grove, Illinois

Customer Support Data Specialist, 2005-2007. Maintained US customer service call center which serviced 450 high profile corporate clients worldwide with revenues in excess of $30M annually. Provided technical sales support to over ten key accounts with company revenues in excess of $3M. Ensured consistent monthly service achievement of 95% for problem/complaint resolution within 24 hours. Collaborated with senior levels of the management team to effectively champion customer service initiatives and communicate strategic customer service goals. Documented on on-line system Patricia Spikes, Page 2

all customer service calls for 24 hour turnaround time with one hour response time on each query. Served as first level of support.

Product Support Specialist, 1997-2005. Researched and resolved problems as indicated by customer or product. Updated parameters and created and followed checklist for individual customers. Coordinated and created billing advisements with account managers and finance department in both U.S. and England. Maintained accuracy of advices for data products department. Tested and supported new OFS and web services product. Wrote and maintained user documentation for both products. Set up production schedules based on contractual agreements. Provided internal support for sales team. Assisted in training both customers and staff on and off site. Aided with creating test cases for development of new and existing products.

Senior Technical Coordinator, 1989-1997. Tested, approved, and installed development on OAG products relating to schedules department. Maintained and wrote documentation and procedures which supported enhancements for schedules manual. Trained colleagues on security system and new development of products and programs. Notified schedules staff when new projects were installed and implemented. Provided usable documentation and training to staff. Validated and loaded schedule files and other detailed data from customers which had direct impact on schedules database. Oversaw accuracy of schedules database behind scenes by updating and validating counts of data. Group Leader, 1982-1989. Performed quality control audits. Resolved discrepancies/errors on daily diagnostic reports. Communicated with customers via phone and e-mails. Ensured team met production deadlines for department. Prioritized and distributed work to meet daily deadlines. Assisted supervisor in maintaining workflow and discipline of team. EDUCATION

FARMINGDALE UNIVERSITY, Farmingdale, New York

COLLEGE OF DUPAGE, Glen Ellyn, Illinois

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