Seeking Remote CSR position

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

AUSTIN, TX 78749 512-***-**** /512-***-****

LAURA LEE ROGERS

CAREER HIGHLIGHTS- Recognized negotiation skills; maintaining client/customer relations resulting in customer business retention

Provide product and service support training to new hire employees

Conceptualized and launched the Information Research Department for General Motors enhancing the clientele experience through the Customer Assistant Call Center

Successfully completes time sensitive projects in a thorough and accurate manner

Excelled research capabilities utilizing multiple medias and software to provide information to customers: Windows XP, Word, Lotus Notes 5.2, Edsnet (Legacy System), Corepoint database, Power Client Kana Response 5.0,, Goldmine 95, and GM World Vehicle Administrative Information database

PROFESSIONAL EXPERIENCE-

BCM Direct Princeton, NJ

Remote Customer service support representative

Nov 2008-Feb 2009

As a work at home CSR provided assistance for questions dealing with health /wellness internet sales service company.

General Motors Corporation, Call Center, Austin, TX

Client Service Provider: Aditya Birla Minacs Corporation

Information Research Analyst Dec 2006-June 2008

Contributed to the growth and development of General Motor’s Knowledge Base Departments by implementing the call center’s first Information Research Library

Information Station: provide General Motor customers and management with historical data on various General Motor product lines and product cycles as well as verification of production data, production totals, factory options, and interpretation of factory information

Guest Speaker Instructor: train incoming General Motor employees to the company’s standards of business and policy, product knowledge and history, customer relations, and company background

General Motors Corporation Call Center, Austin, TX

Client Service Provider: Sitel Corporation

Customer Relationship Manager / Marketing Support Representative Nov 1999 -Sept 2006

Met and exceeded customer level satisfaction metric goals, as set by General Motors, by 18 % in 2003 and 2005

Marketing Support Representative: facilitate customer inquiries via email and phone, relating new vehicle information to the customer in a clear and concise manner concluding in customer satisfaction and repeat business

Resolve conflict issues between General Motor management and vehicle dealerships by analyzing the problem, acting as a liaison of communication between the two stations, and providing follow-up feedback to further develop General Motor customer base and market share

Transferred to the Information Research position in 2003, where I remained until June 2008

MYTECH Corporation, Austin, TX

Inside Sales & Marketing Support Representative Sept 1998- April 1999

Introduced MYTECH’s start-up product, Energy Efficient Lighting Control, to prospective business clients including Fortune 500 companies, Government Contractors, Energy Saving companies, Utility companies, and general consumers

Wrote a user-friendly guide on the proper use and application of Goldmine 95 resulting in a more knowledgeable staff on how to track and report sales revenue to management creating an effective use of communication between internal and external sales staff

(Related experience also includes Customer Service Representative, Inside Business to Business Sales and Communication, Marketing Support, local Austin business communications, and Temporary Agency Services.)

EDUCATION; URBANDALE IA HIGH SCHOOL DIPLOMA

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