Customer Service Sales

CAROL M. COWAN

Greensboro NC ***** • 336-***-**** • Email : yf29d4@r.postjobfree.com

PROFESSIONAL SUMMARY :

TECHNICAL WRITER / BUSINESS ANALYST - - Dynamic peer leader who conceptualizes absorbs and acts on information with ease. Strong interpersonal skills with the ability to work effectively with a wide range of people. Excellent track record in strategic development and implementation with strong communication interpersonal and negotiating skills. Go the extra mile to achieve and exceed expectations. Analytical thinker with persistent and creative approach to problem resolution. Key assets: highly motivated detail and results-oriented productive efficient and organized with strong follow-through skills. 14+ years of experience in technical writing and development of training documentation.

CORE COMPETENCIES :

Writing Software User Manuals Writing Policies/Procedures

Marketing/Sales Medical-Pharmaceutical Technical Writing

Business Systems Administration Information Technology/Online Support

Information Technology Operations Integration

HIGHLIGHTS OF QUALIFICATIONS :

Wrote RFP documents for procurement of a major case management software application.

Meet with executive managers to assist in determining technology needs and best practices.

Developed training material for software application training and State of NC compliance training.

Liaison between operational areas and IT to resolve computer issues and develop efficient processes.

Developed business requirements for a Windows-based annuity sales proposal software application.

Competent reliable and committed with a proven record of success in increasing levels of responsibility.

Skilled in working independently and solving problems while paying careful attention to detail.

Efficiently meets objectives and assignments; demonstrates solid work habits in all areas of operations.

PROFESSIONAL EXPERIENCE :

Guilford County Information Services (IT) Greensboro NC 2007-Present

BUSINESS SYSTEMS SUPPORT SPECIALIST

• Provide first-level technical support and training for computer users at the Department of Social Services.

• Analyze requests and issue County Information Services work orders to install computer hardware and software authorize users to system permissions and setup user profiles in various systems. Serve as a security officer through Department of Health and Human Services and a liaison for users.

• Write RFP documents for procurement of case management software applications.

Create standard operating procedures and departmental auditing procedures.

• Complete special projects assigned by IS Management Team. Example: configured AS400/Series printer on a mainframe case management system with no experience or training.

• Developed training material for Information Security Policy based on regulations mandated by State of NC.

• Facilitated State of North Carolina Information Security Policy Training for approximately 450 users.

• Cultivated relationships with management team users and State of North Carolina representatives.

• Troubleshoot PC and printer issues with Windows 2000 Windows XP and numerous versions of Outlook.

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EXPERIENCE CONTINUED

Jefferson Pilot Financial Greensboro NC 1996-2005

OUTSIDE BROKER DEALER PROJECT MANAGER 2004-2005

• Facilitated execution and advancement of marketing initiatives promoting the development of life insurance and annuity sales through outside broker dealers and brokerage houses.

• Consolidated two departments from two different locations and streamlined selling agreement process for all three marketing channels resulting in cost savings of approximately 50%.

• Developed a database of broker dealers and integrated fragmented data into uniform tables.

• Formulated written procedures for selling agreement processes for internal and external partners.

• Recommended an efficient solution for documenting customer information consulted with IT and managed effective implementation.

BUSINESS ANALYST-TRAINING AND COMPLIANCE NEW BUSINESS DEPARTMENT 2001-2004

• Promoted the quality assurance program within and outside of the department.

• Conducted quality audits/reviews and reported incidences of error and quality percentages.

• Wrote numerous procedures for various processes trained employees on departmental procedures and sales proposal software and tested new web-based coding application.

• Quality assurance research program design and metrics development.

• Researched and analyzed data from industry sources for benchmarking purposes.

• Credited with cutting costs by conducting research internally vs. hiring a consulting firm.

• Developed training material for software application training.

• Facilitated proposal software application training for employees.

• Composed a marketing piece that was published on the company intranet.

INTERNAL MARKETING REPRESENTATIVE ANNUITY MARKETING 2000-2001

ADVANCED SALES MARKETING SPECIALIST ADVANCED SALES REPRESENTATIVE 1998-2000

• Provided product and marketing support to agents for life insurance and annuity products.

• Produced sales projections for field agents and provided remote technical software support for customers.

• Defined and developed business requirements for a Windows-based annuity software application.

• Served as liaison between operations and IT to resolve computer issues and develop efficient processes.

• Coordinated electronic publication of Advanced Sales bulletins newsletters flyers and marketing pieces on intranet. Tested Window-based sales proposal software application.

TRAINING ASSISTANT CUSTOMER SERVICE 1996-1998

• Supported training manager via design/producing reports and customer service training facilitation.

• Created flyers and invitations for training sessions.

• Co-presented customer service seminars to entire Customer Service department.

FORMAL EDUCATION :

Southern Wesleyan University Central SC 1988

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION - GPA: 3.70; Cum Laude Graduate

Graduate of Martinsville High School Martinsville VA Recipient of Big M academics award 1984

Adobe Acrobat Professional New Horizons Greensboro NC 2004

VOLUNTEER : Greensboro Pregnancy Care Center Greensboro NC (Past)

PC SKILLS : Windows MS Office Adobe Acrobat Professional MS Access PowerPoint and Visio

PERSONAL : Interests: culinary arts designing jewelry swing dancing and physical fitness.

PERSONAL & PROFESSIONAL REFERENCES AVAILABLE ON REQUEST | OPEN TO TRAVEL & RELOCATION

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