Manager Customer Service

JESSICA WONSOVER

**** ***** ** **********, ** ***62 *********@*****.*** 847-***-****

CAREER OBJECTIVE/QUALIFICATIONS

With over 6 years of experience working in both university and corporate environments, I am seeking a position within a company where I will utilize my strong organizational, technical and interpersonal skills. I possess a strong work ethic and unwavering commitment to customer service excellence. I effectively utilized relationships with cross-functional department personnel, vendors and sales representatives exercising a high degree of professionalism, discretion and problem resolution capabilities. Detail-oriented and resourceful with a proven ability to complete independent and team projects on time and in accordance with company goals and client needs.

Intermediate knowledge of Cisco ICM (Intelligent Contacts Management), Call Manager, and Unity Connections Systems.

Profound database management skills.

Proficient in Lotus Notes, Microsoft Outlook, Crystal Report applications, and BMC Remedy software.

Extremely knowledgeable in Microsoft Word, Excel, PowerPoint, SharePoint, Access, Publisher; Adobe Illustrator; Photoshop; scanning technology and Visio suites.

EDUCATION

Western Illinois University (Macomb, IL) – BA in Communications

Glenbrook North High School (Northbrook, IL) – HS Diploma

EMPLOYMENT

MTM Technologies, Inc. 6/11- 09/11

Project Coordinator Arlington Heights, IL

Documented and updated architects schedules; while providing constant available resources for clientele.

Customized daily, weekly, and monthly emails to the entire team including forecast, active opportunity, and proposal reports through Excel (including mass pivot tables), Outlook, and Crystal Report applications.

Arranged necessary client communications via Citrix GoToMeeting.

Presided as the main source of communication for documenting Microsoft Practice and V-Alliance sales opportunities to maximize productivity and close deals through a web based Partner Sales Exchange portal (PSX).

Essentially, all my responsibilities were assigned by my Manager that generally included a large variety of weekly status report updates to be delivered to the team architects, sales and practice directors on any given notice.

Walgreen’s Telecom Group 6/08- 04/11

Enterprise Voice Services Project Coordinator Lincolnshire, IL

Project Coordinator for documenting status reports on a weekly basis for the Walgreen’s Enterprise Voice Services (EVS) team of approximately 10 or more.

Enhanced and maintained the departmental team calendar in Lotus Notes while preparing necessary documentation on various reoccurring weekly meetings in Access and Excel.

Coordinated tasks and initiatives of varying size and degree; accounting for reorganization and overall project management as assigned by PM or the head of the Telecommunications department.

Prepared weekly mass notifications of store schedules, assignments for store technicians, and any other changes or errors requiring communication with assistance of Remedy BMC and Excel.

Provided thorough support an extensive amount of time manipulating databases though Microsoft Excel and Access; including the execution of routine analysis and calculations for reoccurring reports.

Programmed and backed-up stores phone systems through Norstar and a PC dial-up application within the manager’s database.

Generated MAC addresses and extensions to be implemented on Cisco phone systems at 1000 stores in Florida and Arizona.

Helped with the implementation of registering store phone lines/extensions through Cisco IP Telephony applications. (Cisco ICM (Intelligent Contact Manager) and Cisco Unity Call Manager).

Established project plans, schedules, and documentation including support processes and operating procedures via Excel, Access, and Lotus Notes.

Submitted purchase orders for a wide array of equipment on and off site, while updating internal network support accordingly.

Professionally administered, attained, and/or assessed highly confidential information on a daily basis.

Western Illinois University Computer Support Services 12/04- 01/08

Information Center Representative Macomb, IL

Maintained positive interactions within a diverse group of students and faculty throughout my employment.

Regularly monitored computer labs on campus while assisting students and patrons on an array of software and printing concerns.

Administered an extensive knowledge of DOS, Windows, MAC, and UNIX programs for setup of computer hardware or for other troubleshooting purposes.

Managed file recovery for students and faculty.

Coordinated the use of simultaneously using a multiple line PBX phone system while greeting students, faculty, and all other visitors.

CVS Caremark

5/07- 8/07

Pharmacy Technician

Mt. Prospect, IL

Assisted pharmacists in filling a variety of prescriptions.

Monitored shipments and quantity of items throughout the warehouse in stock.

Maintained a thorough and accurate inventory of prescription and over-the-counter medications.

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