Experienced Customer Service Professional
Resume:
Bill Johnson
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Orlando, Florida 32808
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Home Phone 407-***-****
Alternate Phone 407-***-****
Email ****************@*****.***
OBJECTIVE
To use my technical knowledge, people skills, and customer service experience in overcoming new challenges while contributing to the success of a progressive company.
QUALIFICATIONS
Extensive computer literacy. Have quickly mastered several software programs in various work environments. Bright, eager to learn, and highly adaptable to new situations.
Ability to organize and train others. Almost ten years of managerial and supervisory experience.
RELATED WORK EXPERIENCE
2002-2008 Database Specialist, PRC (Orlando, FL)
Resolved thousands of Help Desk issues initiated by internal clients while communicating with those internal clients over the phone and through email
Streamlined all help desk resolution processes
Was instrumental in streamlining the Quality and Grading processes used on my project
Utilized various Microsoft Office applications to create new training materials
Created and built Order Entry Log – a spreadsheet program that automated the process of building multiple reports and enabled Management to track Quality productivity as well Sales Consultants’ accuracy
Streamlined client reporting by utilizing SQL, Visual Basic, and Microsoft Access
Cleaned and loaded thousands of client records into internal database
Was promoted three times during my tenure with this company
1999-2002 Customer Service Manager, Web Genius (Miami, FL)
Instituted and managed client services (phone-based). Trained others in client services.
Educated external clients about company services. Maintained phone and email contact.
Performed troubleshooting and other processes to resolve client issues.
Worked within IT department to solve critical problems.
Performed routine server maintenance
Helped to maintain the internal network.
Helped to train and teach most of the company’s employees regarding overall Internet knowledge and skills required to fulfill their jobs.
Created much of the company’s infrastructure. Helped to streamline production
Created and built Keyword Research dept - a cornerstone of company’s success. Managed and trained others in Keyword Research. Wrote elaborate spreadsheet program that greatly increased the efficiency of Keyword Research. Close to two million keywords were developed under my supervision.
Increased clients’ presence on the Internet by negotiating with and utilizing pay-per-click search engines such as Goto.com (now Overture.com) and Kanoodle.com. Managed clients’ presence on those search engines.
Managed several outsourced employees.
Managed several contractors.
Researched and ascertained how to achieve top-listings on Yahoo.com for clients, which developed into a key service offered by company.
Helped to develop internal software that was integral to the day-to-day company operations.
Wrote ad copy for clients’ Internet listings.
Sought and acquired new software solutions, and thereby increased office efficiency and company profitability.
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WORK HISTORY
2002-2008 Database Specialist, PRC (Orlando, FL)
1999-2002 Customer Service Manager, Web Genius (Miami, FL)
1997-1999 Receiving Manager, Wal-Mart, Inc. (Evansville, IN)
1996-1997 Phone Sales Associate, River City Water Treatment Systems (Evansville, IN)
1990-1996 Supervisor, Cleaning Consultants (Jasper, IN)
COMPUTER SKILLS
Software Operating Systems General Knowledge
Excel Windows 95 Can build PC from scratch
Word Windows 98 Extremely Internet savvy
Access Windows 2000 Hardware installation
Outlook Windows Me Software installation
Quark Xpress Windows NT Basic web design
Act 2000 Windows XP Some network knowledge
Goldmine Mac OS (all versions) Nine years of accounting
WebPosition Gold experience as volunteer
Photoshop Data Entry – 47 wpm
SiteTracker SQL
WordTracker Visual Basic
Adobe Acrobat
WinZip
DreamWeaver
Most FTP programs
Illustrator
Internet Explorer
Power Point
Thor
GOALS
To grow in my knowledge of SQL and Visual Basic in order to increase my value as an employee.
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