Enterprise Account Representative

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

Austin, TX ***** Phone 512-***-****

*************@*****.***

Shari Stephens

Objective To acquire a position where my personal skills and knowledge will be utilized and provide an opportunity for advancement and growth based on performance.

Skills Intermediate SQL ClearQuest

Windows2000/NT/XP/Vista Microsoft Suite

Experience with Unix Commands PeopleSoft

Completed A+/MCDST Certification courses

Work experience 01/2002 – 9/2008 ADP/Digital Motorworks Austin, TX

Enterprise Account Representative

 Serve as a liaison between global 1000 customers, DMi’s Sales, Development, Project Management and Data QA Departments.

 Develop and coach staff of 15- 25 associates. Remotely manage a staff of 15 associates. Performance monitoring and coaching. Performance improvement planning.

 Responsible for handling escalated technical issues related to database failures and exports. Expert on data aggregation.

 Network troubleshooting skills, including remote access, and network and server monitoring.

 Provide detailed record of error trends, results and recommendations to management, and recommendations for training and/or change in procedure.

 Create detailed test plans for major upgrades or project implementations

 Resolving daily export errors and ensuring all follow-up activity for Product maintenance is completed.

 Maintain Proper staffing levels, identify over allocated and underutilized resources to PPM/CSS. Account Margin accountability.

 Identify, escalate, and document performance issues and training needs with PPM/CSS; mentor TCA’s where performance opportunities are identified.

 Projections, planning and staffing for enrollment ramps.

 Exhibit thorough understanding of DMI processes and ability to partner with the team to drive enhancements, defects, and issues to resolution.

 Validate customer billing structure and rates. Produce monthly billing reports.

 Responsible for validation of record counts, field mappings, tolerance settings, and file transmissions. Meet all expectations based on service level agreements.

 Validate new production deployments and escalate issues and provide guidance and support to other projects as needed.

04/2001 – 01/2002 Site Stuff Inc. Austin, TX

Customer Service Representative

 Answer inbound calls from property management companies regarding orders and statements of accounts.

 Answer customer inquiries from both email and live chat.

 Provide first level technical support for customers.

01/2001 – 04/2002 Manpower Round Rock, TX

Customer Service Representative

 Answer inbound calls from computer technicians completing service calls.

 Update customer records.

 Tracking and completing on site technical work orders for repair technicians.

03/2000 – 11/2000 Netpliance Austin, TX

Customer Care Team Lead

 Handled escalated client issues.

 Responsible for coaching, scheduling and training of new hires.

 Responsible for third shift implementation.

 Quality monitoring of customer care representatives.

 Team responsible for answering between 100-250 emails per day.

 Responsible for warranty extensions and credit requests.

01/2000 – 03/2000 Apple One Austin, TX

Customer Care Team Lead

 Handled escalated client issues.

 Responsible for coaching, scheduling and training of new hires.

 Responsible for third shift implementation.

 Quality monitoring of customer care representatives.

 Team responsible for answering between 100-250 emails per day.

 Responsible for warranty extensions and credit requests.

 Responsible for creating both temporary and customer contracts for customers.

01/1997 – 01/2000 Unisys Austin, TX

Service Support Representative

 Diagnosing computer and printer hardware problems and ordering appropriate parts.

 Establishing service coverage for customers while contracts are being finalized.

 Liaison between the customer and the company regarding contract issues and service coverage.

 Responsible for creating both temporary and customer contracts for customers.

07/1996 – 01/1997 Tad Data Service @ Unisys Austin, TX

Service Support Representative

 Establishing service coverage for customers while contracts are being finalized.

 Liaison between the customer and the company regarding contract issues and service coverage.

 Responsible for creating both temporary and customer contracts for customers.

07/1995 – 07/1996 MaxServ Austin, TX

Customer Service Supervisor

 Expedited part orders from both the vendor and depot.

 Quality monitoring of customer service representatives.

 Responsible for employee performance planning.

 Resolution of service issues between the client and Sears.

 Supervising a team of 10-20 individuals.

Education 08/1993 – 05/1994 NMSU @ Carlsbad Carlsbad, New Mexico

General Studies

 28 Credit Hours

 Currently pursuing Associate of Computer Science Degree at Austin Community College

 Completed A+/MCDST Certification courses

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