DeShaunne Harrigan

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

Cary, NC 27513

Home # 919-***-****

Objective

To obtain a challenging position within your company that will allow me to use the administrative leadership skills and experience I have gained through 25 years of progressively challenging environments.

Professional Experience

Apple One Employment Agency – Temporary Services

Raleigh, NC

November 2012 – Current

Apple, Inc.

Raleigh, NC November 2013- Present

Senior Advisor / Supervisor - iOS Technical Support

Experience in retail or field sales

Business acumen.

Extraordinary customer service skills.

Adaptive and solution based approach to selling.

Excellent communication skills (written and verbal).

Strong presentation / group demo skills.

Ability to translate “techno speak” into layman’s terms.

Proven self-starter with entrepreneurial flair.

Responsible for answering questions for Apple customers and partners.

Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.

Prior technical experience and a proven track record of ensuring first time customer problem resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.

Duties Include:

Handles questions via the telephone addressing both hardware and software related issues.

Reporting/escalating issues through the appropriate channels.

Effectively communicating information with his/her team members and customers alike.

Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE, Wi-Fi and Bluetooth wireless technologies.

Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes.

Interfacing with local team management and internal and external partners.

Multitasking through multiple systems while troubleshooting with customers.

Accurately logging all interactions via Apple?s CRM system.

Achieving call center metrics including average handle time, customer availability as well as schedule adherence and conformance.

Temporary positions:

Sprint (Xerox)

1300 Crescent Green Drive, Cary, NC 27518 March 2013 – November 2013

Technical Support Representative

Provide inbound telephone support for customers by basic and advanced troubleshooting, investigating and resolving customer questions and problems with Sprint's products and services with an objective of one call resolution.

Provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Sprint protocols as well as maintaining a positive, problem-solving approach in the spirit of cooperation in the team environment.

Clear communication via phone and e-mail using proper spelling and grammar to proactively resolve customer issues.

Trouble Shoot issues that may encounter include the usage of features of all handset models, network coverage and technical issues, data services, troubleshooting computer internet connections with Sprint devices and installing Sprint software.

Logging and tracking calls in a computer database, and maintaining history records and related problem documentation

Researching, documenting, and proposing new methods or modifications to existing methods of customer support processes

Managing workload effectively and providing accurate accounting of work and time allocation Reporting on variances as necessary

Successful completion of a drug and background investigation

Successful completion of the Customer Service Tech Support assessment

Call activity for this position may be monitored for quality assurance.

Ability to work a flexible schedule nights and weekends

Blue Bell Creameries

10704 Chapel Hill Rd, Morrisville NC 27604 January-February 2013

Recordkeeping

Responsible for maintaining office filing and recordkeeping systems; enters, edits, and retrieves data; processes forms such as expenditure claims, employee time sheets, deposit forms, courier distribution logs, mandated cost reports, purchase requisitions and online supply orders; maintains records, confidential files and other related information for department needs.

Document Preparation

Uses a computer to produce letters, memos, spreadsheets, and agendas from straight copy, rough draft, or oral instructions; completes forms, requisitions and other documents; prepares pamphlets, flyers, manuals, and handbooks; proofreads assignments for accuracy and completeness.

Communication/Customer Service

Answers and routes telephone calls; conveys information both orally and in writing; answers inquiries from clients, schools, supermarkets and other clients regarding departmental rules, regulations, policies and procedures; directs clients to appropriate resources; acts as office receptionist greeting and directing visitors; schedules and coordinates meetings for supervisor; provides materials, and initiates requests for information when required. Telecom handhelds for delivery drivers and made sure their handhelds were up to date with pricing information.

ABC Supply

2204 Tobacco Rd, Durham, NC November/December 2012

Filing, Copying, Scanning,

Ordering supplies and overseeing supply reordering.

Required independent judgment and keen decision-making skills.

Ensured that project contracts and bids are complete and filed on time and boxed for inventory into the New Year.

Laboratory Corporation of America Holdings – (LabCorp)

Research Triangle Park, NC & Morrisville, NC Locations

2004 – 2012

Customer Care Account Administrator / Administrative Specialist - Occupational Testing Supplies / Fingerprint Technician for Occupational Testing Services Division

Responsible for collection of new and existing accounts, administering all phases of credit activities within established guidelines.

Monitors and follows up with assigned accounts for payment on past due or delinquent balances.

Contact all assigned delinquent clients’ accounts via phone or letter, in an attempt to obtain payment in full.

Approves partial payments and time extensions for existing accounts within designated limits of authority.

Reconciles disputed balances, researches and reviews appropriate documentation as needed.

Researches, troubleshoots and resolves problems related to receivables, serves as a reference resource for less experienced employees in resolving problems.

Assists in training/orienting new employees.

Maintains appropriate files and records as required by the dept/company and regulatory agencies.

Prepared reports, presentations, and correspondences.

Established and maintained effective filing and a follow-up system with physicians, employees, and provided administrative support to all members of management in the laboratory system.

Willingness to learn about all different computer software applications.

Excellent planning, organizing, and prioritizing skills.

Complete ability to work with limited direct supervision and maintaining strict confidential and sensitive information.

Dealt with highly confidential and sensitive materials associated with HIPPA, NIDA, CAP, CLIA, & NIH reports, information, etc.

Helped train employees with the HIPPA, CLIA, CAP, NIDA inspections.

Performs overall account management during account setups, such as coordinating collection sites and account correspondence.

Setting up brand new accounts or editing existing accounts

Creating drug profiles and cutoffs (federal and nonfederal)

Answers incoming calls in a polite and courteous manner, for occupational testing supplies

Manage log records and log books

Written and oral communications with numerous clients

Traveling offsite to companies taking fingerprints for background checks

Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using radios or telephones. Arrange for necessary repairs in order to restore service and schedules. Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones or two-way radios. Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment. Prepare daily work and run schedules. Receive or prepare work orders.

Project managed all Seven (7) administrative offices throughout LabCorp Occupational Testing Division. Seattle, WA; San Diego, CA; Raritan, NJ; Tampa, FL; Southaven, MS; Houston, TX; and RTP, NC (two locations).

Managed and trained employees with the HIPPA, CLIA, CAP, NIDA inspections.

Wrote research proposals for new contracts with the Clinical and Occupational Testing Sales Department and Human Resources Compliance Office.

Planned, scheduled, and coordinated appointments, meetings, travel arrangements.

Prepared reports, presentations, and correspondences.

Established and maintained effective filing and a follow-up system with physicians, employees, and provided administrative support to all members of management in the laboratory system.

Handling all travel, hotel, passport, etc details for Director and other direct reports for the director, including domestic & international travel.

Maintained expense reports, cleared Corporate Credit card charges for numerous direct reports for the Senior Vice President.

Willingness to learn about all different computer software applications.

Excellent planning, organizing, and prioritizing skills.

Complete ability to work with limited direct supervision and maintaining strict confidential and sensitive information.

Dealt with highly confidential and sensitive materials associated with HIPPA, NIDA, CAP, CLIA, & NIH reports, information, etc.

Ross Department Store

Pleasant Valley / Raleigh, NC

2007 - Present

Sales Associate

Responsible for management and supervision of all assigned departments.

Assists in managing and controlling the operations of the store to ensure that company standards and expectations are consistently met.

Supervise areas assigned by the Store Manager and follow the Ross philosophy and policies in regard to customers, Associates and merchandising.

Responsible for learning all phases of store operations.

In the absence of the Store Manager, the Sales Associate is responsible for the entire store operation and will execute the business plan and associated programs that will deliver the desired sales and profit results, while maintaining good quality customer service.

Intermedia Marketing Solutions

Springfield, PA

1995-2003

Trainer and Recruiter

Plan, develop and implement recruitment and staffing strategies for assigned departments with special emphasis on a well qualified and diverse pool of candidates, timeliness, and cost effectiveness.

Provide a high level of customer service in consulting with and guiding hiring managers in

comprehensive recruitment and staffing issues, policies, and processes.

Establish, cultivate, and maintain ongoing relationships with hiring managers in order to understand the business unit and its recruitment needs within the context of their mission; develop and maintain a strong rapport with key leaders in the department; attend departmental staff and other meetings as requested to acquire substantial knowledge about the department's business objectives, goals, operations and work culture.

Set expectations (develop roles and responsibilities). Provide counsel and expertise in all areas of recruitment and staffing (e.g., search firms, and advertising.) Develop recruitment plan based on department needs that clearly define and commit to service and performance criteria; develop and review diversity plan with focused recruitment strategies; influence strategic staffing decisions such as succession planning, training, and career development.

Execute recruitment plan by aggressively recruiting for well-qualified candidates from a variety of sources, managing selection process to include interviewing, assessing candidates, screening, and recommending finalists, and filling the staffing needs within the

defined service and performance criteria.

Provide consultation on a variety of human resource issues and work closely with all areas of Human Resource Department to facilitate effective Human Resource relationships; advise hiring manager regarding Orientation, Benefits, Compensation, and Payroll; provide

basic benefits information to hiring managers and candidates; train departmental hiring managers on recruitment processes, interviewing techniques.

Promote IMS at a variety of recruitment functions such as job fairs, university and college career days, and career events targeted for special populations.

Collect and analyze data on demographics and hiring activity for use in designing recruitment plans.

Police Administration – Philadelphia Police Department

Philadelphia, PA

1997 - 1999

Fingerprint Technician

The Fingerprint Technician, on assignment as a Lead, was responsible for training the Fingerprint Technicians on an assigned shift.

Training included both manual and automated fingerprint identification.

As lead, trained new Fingerprint Technicians; review, monitor and direct the work of subordinates during training

Act for the Police Records and Identification Bureau Supervisor during emergency absences

Handle special incidents and complex booking problems

Perform the more complicated classifications and searches.

Instructions and assignments that are received from the Police Records and Identification Bureau Shift Supervisor.

Assignments differ from the Fingerprint Technician by the training and the independence with which the assigned duties are performed.

J. Riggins Clothing Store

King of Prussia, PA

1995 - 1998

Assistant Store Manager

Assist the Store Manager with the operation of the retail store.

Complete the duties and responsibilities of the Store Manager in his/her absence.

Enforce all policies and procedures to ensure excellent customer service is provided and to maximize the P&L performance of the store.

Ensure the appearance of the store is pleasing to the customer and meets the requirements of the corporate office.

Ensure the store opens and closes at the appropriate time.

Ensure the proper procedures are followed for cash transactions and bank deposits.

Interact with vendors to order ad, seasonal, and basic merchandise and ice cream (where applicable) for the store.

Merchandise the seasonal aisle and non-seasonal, basic, and seasonal end-caps.

Ensure all merchandise is set up according to plan-o-grams received from the corporate office.

Execute weekly sales ads and price changes.

Process recalled, damaged, outdated, and transferred merchandise.

Receive merchandise deliveries from vendors and J. Riggins distribution centers.

Verify vendor invoice information is accurate and enter them into the accounts payable system.

Prepare the retail store for physical inventory by ensuring merchandise on the sales floor and in the stock room is in order and easy to access.

Analyze operating reports and make recommendations for improvement.

Utilize Staffworks software to complete the associate work schedule.

Request store maintenance when required.

Assist with the general maintenance of the store, both inside and outside.

Provide leadership and development for associates by communicating career opportunities, providing regular performance feedback, and demonstrating RAPTAR (Recognition, Appreciation, Praise, and Treat Associates Respectfully) behaviors.

Education

May 1990

Associate of Arts in Fashion Illustration & Pattern Drafting

Craft Fashion Institute

Philadelphia, PA

June 1988

Upper Darby High School

Upper Darby, PA 19082

High School Diploma

Computer Skills

Power Point, Excel, Access, Word, Visio, GroupWise Email System, SAP Software, Google Calendar and Documents

Bi-Lingual (Spanish)

References

Rita L. Chambers, Program Coordinator / Administrative Services Manager

Center for Personalized Medicine and Genomic Medicine

304 Research Drive, North Building

Institute for Genome Science & Policy

Duke University

Durham, NC 27708

919-***-****

Email: adxof8@r.postjobfree.com

Contact this candidate