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Customer Service ~ Team-Building & Leadership ~ Operations ~ Problem Resolution ~ Process Improvements
Staff Supervision ~ Website Development ~ Computer / Technical Support ~ Sales & Performance Optimization
Demonstrated skills in forging cohesive relationships with key stakeholders to accomplish organizational goals.
Considerable strengths in business administration elements encompassing customer service management, technology maintenance, invoicing, client & public relations, auditing and analyzing data, and streamlining operational methods and processes.
Excel at strategically steering initiatives to maximize the use of resources, boost productivity, control costs, and achieve aggressive performance targets.
Skilled at connecting with, influencing, aligning and managing people from all cultures and backgrounds.
Well-versed in configuration and administration of computer networks, software and systems.
Possess strong team-building and supervisory expertise; adept at delegating assignments, promoting team unity, enforcing quality assurance, and motivating personnel to display productivity excellence.
Personable and reliable, with proven capabilities in planning, report writing, and continuous improvement.
Keen ability to quickly master new roles, responsibilities, technologies, and environments.
Hi Tech Commercial Service, 2011 to Present
Customer Service Manager
Apply dynamic leadership talents toward directing, coordinating, and supervising 35 service technicians with accountability for processing time cards and payroll, delegating assignments, and verifying adherence to safety and quality expectations.
Oversee each service call from receipt to timely completion and promptly respond to customer inquiries via email, direct chat through website, and phone.
Verify pricing and quantities against known inventory totals and efficiently process technician work orders to generate accurate invoices for billing purposes.
Develop and maintain up-to-date company website and intranet.
Exhibit sharp organizational skills in preparing, monitoring and scheduling PM contracts.
Bridge Cutters, 2008 to 2010
Interfaced extensively with customers to identify needs and promote applicable products and services.
Designed, programmed, and maintained websites using authoring or scripting languages, content creation tools, management applications, and digital media.
Quoted prices, clearly explained credit terms and informed customers of bid specifications.
Edited webpage contact on an ongoing basis to ensure consistent accuracy.
Championed retail portion of business including global marketing packet and direct sales structure to fuel revenues by 25% after only one month online.
Spearheaded design, implementation, and seamless roll-out of web-based sales model.
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Avis Rent-a-Car, 2007 to 2008
Proficiently leveraged rate books, schedules, and technology to plan routes and itineraries, arrange accommodation details, and compute fares and fees.
Informed customers about products and services to drive sales, inputted or canceled reservations, and investigated complaints to resolve issues and ensure 100% satisfaction.
Analyzed financial statements, sales reports, and other performance data to measure productivity and goal achievement and to determine deficiencies requiring corrective action.
Compiled employee work schedules, assigned tasks, and provided direct supervision and guidance with complex problems and in mitigating escalated complaints or disputes.
Orchestrated high-impact marketing activities in tandem with advertising and promotion managers to maximize consumer awareness of products and services.
NGCC, LLC, 2004 to 2007
Owner / Computer Technician
Established company policies and procedures, performed data backups and disaster recovery, installed software and hardware, configured networks, and troubleshot, diagnosed and rectified issues with hardware, software, network and systems.
Set up employee workstations by performing or directing installation of cables, operating systems and software with a constant eye on ensuring stability, interoperability, security, and scalability of system architecture.
Traveled to customer locations to service computer equipment including responding to business-critical issues and replacing defective components when necessary.
Supervised personnel in supporting customers by solving broad-based computer-related issues and malfunctions.
Tested and evaluated hardware and software to determine reliability and compatibility with existing system, recommended technology products for purchase.
Designed and configured highly efficient database and customer information system to meticulously track ticket from initial call through close and billing.
Bank of the West, 1998 to 1999
Assistant Customer Service Manager
Collaboratively steered the complete spectrum of daily bank operations including staff scheduling, delegating assignments, regulatory compliance, check cashing, and resolving customer disputes.
Analyzed accounting records, financial statements, or other key reports to assess accuracy and completeness.
Established, nurtured, and maintain relationships with individual and business customers to maximize loyalty, retention and bank reputation.
Balanced cash drawers at shifts end, calculated daily transactions, participated in processing ATM transactions, authorized daily overdraft/pay decisions, and investigated complaints of missing deposits.
Administered wire transfers, exchanged foreign currency, and enforced general branch security.
Bachelor s in Business Administration, UNLV, 2004
Associate s in General Education, College of Southern Nevada, 2002
AMG Teleran; SalesInSync; ActionWare; Avidian Technologies Prophet; FrontRange Solutions Goldmine; Maximizer Enterprise; NetSuite NetCRM; ACT!; Salesforce.com; Sailboats Desktop Sales Manager; Vanguard Sales Manager; Timpani Contact Center; Intuit QuickBooks; Sage Peachtree; Sage Timberline Office; Amadeus Altea Reservation; Galileo 360 Fares; OPERA Property Management System; Microsoft Access; Sabre Airline Solutions SabreSonic Ticket; Worldspan Go!; Adobe Systems Adobe Distiller; Adobe Systems Adobe PageMaker; Microsoft Publisher; QuarkXPress
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HIRING AGENT NAME
I am currently seeking a challenging career opportunity as a (INSERT TARGET POSITION) and am submitting my resume for your review. In advance, thank you for your time and consideration.
As indicated in the accompanying resume, I bring to you solid experience in staff and operations leadership, outstanding capabilities in customer service and relationship management, and an exemplary blend of talents in report generation, data analysis, computer technology, and public relations. Additionally, I offer a steadfast commitment to driving continuous improvement within the organization which is paramount to achieving cost savings and propelling business growth.
If chosen to join your team, you will appreciate my energy and enthusiasm exhibited in daily endeavors and my rapid transition into your department. I am certain that I am an ideal candidate for this opportunity and look forward to interviewing with you in the near future. Please email me or call me anytime at the number listed above to schedule a time to meet.
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