Customer Success Data Entry

Experience

PGM Corp: Customer Success Representative – April 2024 – March 2025

- Handled customer inquiries through phone and email. Updated orders and quotes and problem solved with internal departments to develop solutions

- Supported sales representatives inquiries in coordination with reps

- Developed quotes for customers including entry, review, preparation, submittal and follow up

- Reviewed incoming orders for reconciliation of problem orders, data entry and processing of all paperwork and provided confirmation to the customers

- Utilized Vantage System – ERP software, Microsoft Office and customer web portals to facilitate communication and transferring of information between PGM and their customers

Xerox through Ranstad Staffing Technical Helpdesk Associate: - September 2023 to April 2024

- Troubleshot copier issues and escalated to appropriate parties when necessary

- Assisted in placing orders for parts and ink

- Ran detailed daily reports regarding aging tickets and took action to make sure they were addressed and resolved

- Worked with many different departments to ensure the customers needs were dealt with in a timely manner

Hillside Family of Agencies: Network Specialist - November 2021 to June 2022

- Configured computers and iPhones for employees

- Providing troubleshooting for computer, iPhones and network problems both onsite at schools and over the phone

- Configured new employees access to necessary Hillside systems and also deleted accounts for people no longer employed by Hillside

ATOS and DXC: Senior Assistant Help Desk Technician - July 2016 to May 2021

- Troubleshoot hardware, software, and network problems and utilize technical resources to ensure resolution

- Coordinate referrals to appropriate technical, professional or service personnel

- Recommend system or process improvements including procedures, training and enhanced documentation

- Complete audits and reviews of training documents to ensure they are accurate and up-to-date

SA Consumer Products: Customer Service Manager – November 2014 to July 2016

- Created and implemented a database to record and document customer and consumer interactions

- Coordinated and interacted with high level Costco buyers and representatives to ensure we met and exceeded their expectations in regards to customer service

- Created and implemented a return process that greatly diminished the cost to our company

- Compiled statistics and trends for reports delivered directly to our President and Vice President

- Assisted with additional office duties including AP/AR and planning, organization, and booking of a large trade show

Xerox Services: Technical Helpdesk Analyst – August 2013 to November 2014

- This job is the same as what I did for ATOS and DXC but under different company names (Same duties I was responsible for with Atos and DXC)

Windstream / PAETEC Communications: Quality Assurance Analyst - May 2010 to June 2012

- Assured the quality and effectiveness of internal and external communications by observing interactions between Customer Care Reps and our customers or members of other internal departments

- Completed both call and email evaluations of Customer Care representatives

- Provided feedback and one-on-one coaching when necessary

- Reported trends for individual representatives and the department as a whole to the Management team

- Complete audits and reviews of training documents to ensure they were accurate and up-to-date

PAETEC Communications: Customer Care Coordinator-June 2009 to May 2010

- Mentored newly hired Tier I Representatives

- Took escalation and completed complex orders to ensure customer requests were handled in a timely manner

- Consistently “Exceeded Expectations” on annual reviews. Recognized for high work quality, organizational strengths and exceptional contribution to the team workload

PAETEC Communication: Customer Care Representative-June 2008 to July 2009

- Provided first call resolution and troubleshooting for customer issues and concerns

- Placed orders and did further research when necessary to fix errors or problems, disconnect accounts, and add new products or services

Education

Siena College — Albany, NY: Bachelor of Arts in English, 2004 (GPA 3.3)

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