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Objective: I am looking to return to an inbound account manager style sales, support, or client care position.Important Points: My experience is centered around the many different aspects of customer care including working in, managing and designing high volume telephone customer service/call centers, managing accounts, successfully running my own business, residential property management, and nearly 10 years in various capacities at a 5 star business hotel. I enjoy inbound environments: taking calls, repetitive tasks, evaluating solutions, and the immediate gratification of resolving issues. I am a very creative problem solver, confident in taking on new tasks, and comfortable working both "on the front line" or "in the back office". Contact Center ExperienceHands on experience in designing, developing, maintaining layouts, facilities, infrastructure of multi-level technical/customer support help desks & call centers.
ASP Contact Center Design and Development § Re-engineered the existing support services infrastructure, created service levels and then provided those levels of support to an existing 17M+ active user base. -Commtouch Software § Deployed US 24-hour 16 language international ISP telephone, email, monitoring support service center in conjunction with Israeli counterpart. –Comtouch Software § Designed facilities, telecom, written training material and internal processes for a support center of 20 to 50 agents answering phone and email inquiries supporting email solutions for Microsoft’s bCentral small business enterprise. –Comtouch Software § Supervised a high volume inbound internet and telephone Call Center environment, primarily providing client services to the Western U.S. and Asia-Pacific Regions. –Garner Group/DataQuest Inc
Service and Support Experience
§ Managed overall operation, evolved policies and procedures, pricing, increases, and upgrades for a 143 unit residential property - Heritage Village Apartments § Provided consulting services in Hands on situations developing the clients infrastructure, internet presence and customer care environments. – Heritage Village Realty Management; Paradigm Home Loans; Priority One Funding § Provided sales and telecom hardware consulting to general and corporate call center accounts consistently maintaining the highest departmental dollar per call sales average. –Hello Direct Inc § Responsible for the deployment and continued pre and post sales training, support, and improvement of three software applications for major clients such as MTS, Dell Canada, AT&T, Victoria’s Secret and Citibank. –NewChannel Inc § Supported 300+ local Windows95, Windows98, Outlook98, Office98 users and provided telephone support for 12 additional regional offices. –Garner Group/DataQuest Inc § Managed service levels, billing, contracts, and all other Act Mgmt functions for companies including Visa, Citibank, Stanford and the County of Santa Clara. Providing 4-48 Hr turnaround of confidential or financial data to Microfiche, High Speed Print, CD, and Data storage. -First Image Management Company § Supervised various hospitality environments: 5star Hotel Dinning Room, Night Club Floor, Convenience Store Graveyard Shift, Slot & Casino Gaming. -Red Lion Hotels; Winners Corner, Inc Accomplishments and Achievements§ Professional Member - Associated Bodyworkers & Massage Professionals. (ID#: 822900) Insured with $9,000,000 annually coverage ·Xerox; “Leadership through Quality” Certification and training. ·Interpersonal Technology Group, “A.C.T.I.O.N. Management Training” Certification. ·Dunn and Bradstreet; “Excellence in Client Service” Award ·Microcenter Institute, “Microsoft Windows Service and Support Strategies” Certification. ·Compumaster Institute, “PC installation and upgrade”; “Advanced PC hardware maintenance & support” Certification. ·Gartner Bronze Award, ”Call Center Intranet and Database development”. ·SC MertoED, “Property Management” Certification. Comprehensive Summary of Experience
Summary of Primary Education
2002 – 2003
- Trinity College, San
Jose, CA |
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