Manager Customer Service

ROSALIND Y. BANKHEAD

**** ****** **** ***** • Lithia Springs Georgia • 30122

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

770-***-**** (cell)

OBJECTIVE

To obtain a career that will allow growth and opportunities to work in an information technology capacity.

EDUCATION/TRAINING

Oracle DBA Certification training (anticipated certification date: unknown)

Bachelor Business Administration, Savannah State University, Savannah, GA

Oracle 9i Forms Builder and 10g-PL/SQL-SQL, Oracle manual database creation, Control file / redo log file backups-storage management-Integrity constraint applications, rights assignments-cold/hot backup and recoveries-recovery manager complete/incomplete recoveries. (Windows operating system), Internet Explorer, Windows NT, Windows XP, Windows Vista, Windows 7, Microsoft: Project, Outlook, Excel, PowerPoint, Access, Word, Microsoft CRM & Verso (ticket tracking), HTML, Java Script, CSS & JSP, PRISM

PROFESSIONAL EXPERIENCE

2010 – Present Bayer Automotive Group Lithia Springs, GA

Administrative Support(Part time)

• Greet showroom customers and determine the nature of their visit

• Direct customers and calls to the appropriate department

• Answer basic customer inquiries and refer more extensive inquiries to the

appropriate person

• Responsible for working on special projects as needed

2009 – 2010 Affordable Contracting Douglasville, GA

Scheduling Manager

• Recruits, trains and supervises a staff qualified to analyze customer needs and schedule

sales reps

• Develops policies and procedures to improve the adequacy and efficiency of the scheduling

activities

• Maintains liaison with the sales reps and the scheduling team for schedule revisions and

updates

• Coordinates, supervises and checks the work of the scheduling personnel

• Frequent communication with client and upper level management

2008 – 2009 Ryla Teleservices (Verizon) Kennesaw, GA

Customer Care Rep

• Respond to a high volume of inbound customer calls, research and resolve billing and service equipment issues

• Provide information on products and services, demonstrating commitment to customer service and superior results

• Quickly analyze customer concerns and needs while balancing company revenue concerns; work independently with minimal supervision

2004-2008 StayOnline Atlanta, GA

Report Analyst/Trainer

• Analyzed and generated call center usage reports, call center trends, including

call volumes, call patterns and ACD stats

• Provided monthly reporting for internal and external customers

• Experience gathering data from Microsoft CRM

• Provided training and support internally and externally to customers on in-house Customer Reporting System

• Responsible for implementing, coordinating and following up with hospitality industry on

new technical devices for hotels

• Liason for employer and customer making sure that all need were met in a timely manner

Technical Support

• Provided the initial analysis, diagnosis, and troubleshooting of customer queries via phone

• Determined nature and severity of incidents, then if necessary, communicated and/or

escalated to Tier 2 support agents in a timely manner

• Ensured all incidents were documented within the incident tracking program

• Log issues and resolutions in CRM

1999-2004 Onsite/Georgia Power Company Atlanta, Georgia

Desk Top Support (contractor)

• Resolved issues in person and over the phone with installation, updates and other problems with Windows PC desktop and laptop computers

• Resolved print queue problems

• Prepared incident reports

Administrative Assistant

• Provided support on technical issues with printers, copiers, and fax machines

• Organized and maintained manager’s calendar internally and externally

• Tracked attorneys training requirements and credits

• Tracked attorneys vacations/sick/ personal time

• Coordinated meetings and travel arrangements

• Provided back up coverage to and assist other administrative personnel

• Facilitated team buildings events

1999-2008 Georgia World Congress Center Authority Atlanta, Georgia

Event Rep/Admin & Marketing Support

• Monitor assigned event requirements as interfaced with other events and activities scheduled in the Georgia Dome, Centennial Olympic Park and Georgia World Congress

Center

• Function as liaison between Client/Suppliers the Georgia Dome and Centennial Olympic Park staff in conjunction with event activities

• Responsible for planning, organizing and controlling the events within the Georgia Dome

and Centennial Olympic Park as assigned

• Monitored the logistical interfacing of the events

• Monitored special projects as assigned by the Event Services Manager or Park Director

ADDITIONAL EXPERIENCE

Worked as a contractor creating forms and generating reports for a physical therapy practice for over two years. Also contracted with a company providing software training and support to customers for the bail bonds industry.

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