Michele Fuessinger

*** **** ***** ****

Exton PA 19341

610-***-****

adx97o@r.postjobfree.com

WORK EXPERIENCE

Touchstone Home Products, Exton PA

Technical Support Specialist 2019 - Present

Provide first and second level support for technical product issues via phone, email and instant messaging.

Create new cases in tracking system.

Provide RMA numbers and process Returns.

Provide reports on defective product rates.

Update and develop support documents for troubleshooting and part replacement.

Build canned support responses for FAQ pages.

Build seller support videos to display on website and social media pages.

Provide Quality assurance checks on new products.

Process shipping claims for damaged or lost shipments.

Provide customer support to third party resellers.

Staffing Plus, Haverford PA

Assistant Recruiter 2017 – 2019

Assist in sourcing potential candidates through Company database and electronic job boards.

Conduct phone screens and phone interviews with potential candidates.

Schedule qualified candidates for interviews and training.

Make weekly training confirmation calls to potential candidates.

Assist recruiters in responding to candidates calling and applying to ads.

Assist recruiters with incoming calls from field staff and potential candidates.

Greet all Field Staff and potential candidates and ensure they are seen promptly.

Discuss and assist in collection of necessary credentials with Field Staff needed to be placed on assignment.

Perform reference checks on potential candidates.

Present assignments to qualified field staff as needed in recruiters absence.

Maintain accurate Contractor and potential candidate records in Company database.

Provide assistance with any compliance concerns.

Develop and maintain professional rapport with Account Managers and Compliance Representatives.

BDP International, Aston PA

Logistics Coordinator 2016 - 2017

Order Processing: Receive documents and initiate logging process, confirm data received is in compliance with all US Custom requirements, process all documents, coordinate cargo availability and arrange pickup and delivery, and finalize billing and distribute documents as required. Responsible for paying freight charges and preparing and sending customer invoices.

Ensure that all communications are completed neatly, professionally, accurately, and error-free, with all current information in proper order and within corporate standards for timeliness. Document, maintain and update work processes and procedures as they relate to each customer account.

Shipment Status reporting: Review daily monitoring reports, ensure all measurements standards are met, and proactively report non-conformances. Prepare monthly custom reports. Ensure shipments are delivered within customer Service Level Agreements.

Maintenance: Manage customer proprietary database and ensure all data is accurate and current. Assist in accounting issues, and ensure all shipments are rated according to contracts. Manage customer relations and resolve issues in a timely manner.

Marwin Market, Lansdowne PA

Customer Service 2013-2015

Assisted with many functions in running a family owned neighborhood grocery store, including store clerk, customer service and stocking shelves. Also supported operational functions such as financial reporting, interviewing, hiring, payroll and data entry.

BT Conferencing, King of Prussia PA 1997-2013

International provider in audio, video, web and streaming services for small business to top Fortune 500 companies.

Customer Service:

Reservations and scheduling video, audio and web conference calls – using in house scheduling system

Answering in bound phone calls and making outbound phone calls

Provide technical support including troubleshooting video, audio and web conference calls

Gather billing data for invoicing

Operations Management:

Managed teams, interviewed, hired and trained new employees

Tracked and scheduled certification training for current employees

Created operational procedures to enhance customer service

Prepared and delivered daily, weekly and monthly reports and quarterly business reviews

Led weekly, monthly and quarterly meetings, prepared agendas, data and followed up on action items

Service Delivery Management:

Created and maintained operations manuals

Provided price quotes for services and equipment

Reviewed monthly collections reports and assisted with conference event planning

Created incident reports and offered resolutions in a timely manner

Trained customers on produces and services

Liaison between Operations, Sales, Finance and Marketing departments

Implementation Management:

Onboarded new customers by gathering and entering data and training

Managed certification testing, developed Service Level agreements

Assisted with RFP responses

Provided incite with Software team while implementing the new online suite of products

Volunteer Experience

St. Andrew School, Drexel Hill, PA 2013 – 2019

Home and School Board member. Organize school fundraisers and special events and obtain sponsorships. Assist with multiple tasks at the school such as hot lunch coordinator and school assembly coordinator.

Education

Shippensburg University – Bachelor’s Degree in Marketing

Software Skills: Microsoft Office Suite – Word, Excel, PowerPoint, Access and Outlook, Salesforce – Lead database, QuickBooks – Accounting, Career Builder, Indeed

Specialized Training: Project Management Course and Dale Carnegie Classes

References available upon request

Contact this candidate