Customer Service Technical Support

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

#***

Elk Grove Village, Il 60007

Cell Phone# 773-***-****

Shane M. Phillips

Objective

Seeking a challenging position with a company that requires a well organized individual with experience in Customer Service, Technical Support, Machinery, Service Dealer Claim process including coding, computer knowledge with Excel, Word, Oracle and reporting.

Experience

July 28, 2000~ July 25, 2011 Fellowes Inc. Itasca, IL

Earned Best Consumer Insight Award for Co-invention of Innovative system for paper shredders, Employee of the Month Award for Outstanding Performance, Corporate Core Value Award for Professional Passion.

After Sales and Service Coordinator April 2007- Present

Update TASS report and post on shared drive monthly.

Receive incoming calls from Service Dealers in regards to payment, ordering parts and technical information.

Process and enter claims into Oracle by coding, approving, denying or short paying servicing dealers who submit payment.

Run reports, allocate orders, print pick tickets to pick and ship spare parts for Domestic and International customers.

Provide department safety meetings and participate in company certifications such as Fire Safety, Fire Extinguisher Use, CPR, AED, First Aid and an Operators License.

First Line Representative Aug. 01 to June 05 ~ March 06 to April 07

Resolved and acknowledged incoming calls from consumers and responded to their concerns by trouble shooting different types of issues through e-mail, phone and written communication.

Trained new employees in Customer Service and served as liaison between Customer Service Representatives and customers regarding electrical and security products.

Back-up for Technical Support for Professional Headsets, Keyboards, Mice, Wireless Cellular Headsets along with Shredders and Binding & Laminating Machines.

Helped with the transition from Bakco system to Oracle then to Oracle 11i by running reports to make sure that orders and open issues were converted correctly from one system to another.

Shipping Itasca July 00 to Aug. 01 ~ Hanover Park July 05 to Feb. 06

Distributed orders for fulfillment while running reports to ensure all products for customers were filled appropriately to meet a scheduled deadline.

Allocated/Re-Allocated product through multiple warehouses to ensure product was in the appropriate warehouse to be picked and loaded on the trucks.

Education

1990~1994 Sterling High School Sterling, IL

1995~1996 Sauk Valley Community College Dixon, IL

Completed basic courses for first year

2004 University of Arizona Seminar Alsip, IL

Received training in resolution of issues for difficult and irate customers

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