Support Specialist Service Representative
Resume:
Karen Josz
TECHNICAL SUPPORT SPECIALIST
CONTACT
Grand Haven, MI
*****.****@*****.***
CORE COMPETENCIES
Sales Force
Service Now
SharePoint
Solution Center
Oracle
TREX
Workday
Cloud
SAS
Outlook
Software Testing
Microsoft Office
Microsoft Word
Microsoft Excel
Teams
Wastebits
System Applications & Products - (SAP)
PowerPoint
Showpad
Hub Connect
Beeline
Zoom
ADDITIONAL EXPERIENCE
Customer Service Representative
RightCycle Coordinator
Technical Software Support
Product Support
Data Manager
Trainer (employee's)
Quality Assurance Testing
Business Acceptance Testing
CERTIFICATION/TRAINING
Dealing with Difficult People Consideration/Managing Against Odds
Mercury Interactive 6.0 (WinRunner)
Agile Testing,
Cloud Development.
EDUCATION
Schoolcraft College/No Degree
Business Management Courses
EXECUTIVE SUMMARY
Customer Support Specialist with over 25 years of experience in Software Testing, Data Management, Customer Service, Product Support and Quality Assurance Testing. Skilled at developing and implementing effective operational development strategies to improve problem solving solutions. Effectively collaborates with Developers and internal teams to improve customer satisfaction and support strategies to maximize productivity and efficiency.
PROFESSIONAL EXPERIENCE
KIMBERLY CLARK ROSWELL, GA Technical Support Specialist III
RightCycle Coordinator
Highlights:
Manage day to day interactions with active and new RightCycle customers.
Connect customers to their local KCP sales representatives or assist new customers in assigning a representative.
Answer program and system related questions, onboard new customer enrollments and train new & existing customers on Wastebits.
Present RightCycle program content during customer presentations to help them understand processes associated with the program.
Problem-solve customer logistic challenges.
Schedule and facilitate monthly recycling and sortation partner calls to ensure on-time processing, review setbacks, review new account questions.
Manage metric reports monthly; Quarterly reporting to customers; Account reporting as requested throughout the year; Maintain dashboard
Create and manage distribution of annual Greenovation awards; to include data analysis.
Understanding of KCP PPE product quality and packaging systems to reference product details for qualifying new products for recycling, evaluate packaging changes to support global sustainability goals.
Support program project work associated with RightCycle expansion.
IBM - WATSON HEALTH Ann Arbor, MI (formally Truven Health Analytics
Truven Health 10/2014 – IBM 1/2017
Technical Support Specialist
Highlights:
Develop processes and procedures to assist with onboarding new employees and ensure all requests are processed with highest level of consistency.
Designed process to ensure customer data is transferred with high level security and achieve 99% accuracy.
Process access request (Grant/Remove) for internal employees and handle analytic inquiries.
Support customers with analyzing reports to increase product knowledge.
Answered calls for technical assistance and general inquiries.
Processed quarterly audits
Processed Bi-Annual Audits
Data Management
Highlights:
Utilized mainstream data management software tools such as TREX, Oracle, Salesforce, Workday, ServiceNow, Ad-Hoc Report Writer, Cognos and Data Probe.
Addressed client requirements through building proof-of-concept solutions with data management technology and architecting data management.
Collaborated with Engineer Manager to ensure operating procedure compliance.
Developed quality assurance specifications to ensure parts met quality standards.
EBERSPAECHER Novi, MI
Engineer Assistant
Highlights:
Developed and implemented system operating procedures.
Wrote quality assurance specifications with lead Quality Engineer.
Ensure all parts achieved proper quality standards.
HANOVER INSURANCE GROUP Howell, MI
Senior Quality Assurance Analyst
Highlights:
Tested new systems, System changes and trained onsite staff.
Trained offshore staff on products, systems and created supporting training documents.
Utilized Quality Center and SharePoint to maintain project specifications.
Collaborated Global Teams to utilize sourcing partners and application vendors.
Developed scripts (utilizing WinRunner) to ensure quality test cases were being implemented.
Contact this candidate