Customer Support Manager

Darcy McLean

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

Thornton , CO 80241

PHONE 303-***-****

E-MAIL ********@*****.***

Summary of qualifications

•Strong interviewing skills

•Superior verbal and written communication skills.

•Strong editing and proofreading skills.

•Excellent customer service skills.

•Strong client based data management.

•Type 70+ wpm

•10 key by touch

•Strong group and individual training skills

•Excellent organizational skills.

•Ability to organize and implement effective team strategies

•Ability to work remotely and independently

•Knowledge of HTML

•Excellent Web Based Project Management skills

•Content Management.

•Strong ability to organize and execute marketing campaign and direct traffic generation for small business

•Thorough understanding of Media Networking and Social Networking for SEO

•Strong ability to recognize opportunity and leverage it for business growth

Education 1996 - 2002 Metropolitan State College of Denver Denver, CO

Bachelors of Science

•Graduated Cum Laude

Employment

2002-2010 Blue Fire Marketing Denver, CO

Customer Service Manager - Telecommute

•Perform all client support duties including collecting information from clients and creating an html newsletter

•Content Management-includes addition of news articles, photos, web links, and documents.

•Management of multiple online helpdesks including phone technical support, online real time chat support, and helpdesk management

•Creation of training videos

•Assistance in market research and product development

•Creation of customer/client blogs and email drip campaigns

•Evaluation of client feedback

•Train new clients on functionality of community websites

•Distribution of Press Releases

•Strong ability to recongnize and implement marketing strategies

•Maintain community websites including forum moderation, upload/download documents and photos, organization of event calendars, post classifieds and general website administrator duties

•Virtual assistance to large database of clientele

2002 Educational Testing Systems Ewing, NJ

Assessment of Skills and Knowledge Online Scorer

•Score New Jersey Board of Education language arts comprehension exams.

•Proofread and evaluate Department of Education exams.

2001 - 2002 Hire Potential, Inc. Denver, CO

Employee Management Specialist

•Management of project, and project to hire employees. Includes management of diverse population, knowledge and implementation of Human Resources policies and procedures, 508 compliance, adaptive technology, and strong knowledge of issues surrounding management of diverse population of employees.

•Candidate recruitment. Includes online candidate research, attendance of job fairs, and maintain partnerships with non-profit and state agencies.

•Conduct new employee orientation. Includes background checks, reference checks, and maintain proper state and federal documentation requirements.

•Disability awareness training

•Colorado coordinator for Disability Mentoring Day

•State of California co-coordinator for Disability Mentoring Day

•Create and publish corporate newsletter.

Administrative Assistant

•Front desk operations. Includes greeting customers, directing clients, provide client and management support, and direct all incoming multiple lines on

PBX phone system.

•Mail operations. Includes UPS, FedEx, and USPS (outbound/inbound) Retrieval and Distribution, Maintenance and download postage for postage meter

•Data entry and data management.

•Perform all office wide copying and faxing.

•Supplyroom Organization

•Corporate office wide supplies ordering.

•Organize executive board members conferences

•Conduct comprehensive aspects of meetings and conferences.

2000-2001 Colorado Health Network Denver, CO

Case Manager

•Client support for 900+ brief contact client case load

•Maintenance of client records in database

•Client record filing

•Operate PBX phone systems

•Operate nationwide toll free information lime

•Co-coordinate annual Women’s Day Event

•Mass mailings

•New client intake forms.

•New and current client financial eligibility documentation.

Volunteer experience

Colorado Vocational Rehabilitation Services

Colorado AIDS Project

Contact this candidate