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Project Management
Work closely with teams to complete complex, multi site improvement projects
Volunteer often to train new employees, basing programs on understanding key concepts and identification of solutions rather than rote memorization
Microsoft Office
Skilled in use of Microsoft Office, Excel, Powerpoint, beginner in Microsoft Access
Customer Service
10+ years of customer communication and service
SAP Order Entry, Quote Creation, Production Management

Work experience

Mar 2011Present

Customer Support Specialist


Summary of Job:

Responsible for managing a large base of customers, including quote creation, order entry, and customer support across multiple manufacturing sites for a provider of raw materials for microelectronic packaging and sputtering systems.

Selected Accomplishments:

• Mastered SAP process for quote creation, order entry, and production management.• Created Excel spreadsheet which eliminated manual calculation of product volume and pricing, streamlining quote creation process and decreasing quote turnaround time from an average of 3 days to 1.• Reduced error rate from 11% in year 1, to 2.85% in year 2, to 0.34% in year 3.• Initiated program of training Customer Support in products manufactured across multiple locations, reducing customer point of contact from up to 5 sales specialists to 1.• Created a positive, cooperative relationship between Buffalo and Brewster manufacturing locations through on site visits and team building exercises. • Mastered Pomodoro time management technique to increase productivity from an average of 15 transactions per day to 30. Turn-keyed technique to entire CSS team. • Assist in creation of CSS training program, turnkey complex concepts, based on defining where to find solutions rather than rote memorization.

Nov 2013Present

Board Member, Adoption Manager

Little Angels Animal Sanctuary

Summary of Volunteer Work:

Manage and arrange a large portion of adoptions for rabbits. Manage and run adoption events, organizing other volunteers and educating potential adopters on animal care.

Selected Accomplishments:

  • Create and manage social media for Sanctuary, Facebook and PetFinder accounts, makes adoptable animals easy to find and advertises events
  • Create and execute adoption events, with the goal of attracting adoptions, raising money, and creating awareness of organization
  • Directly contact and interview potential adopters, educating them on the scale of care required for a rabbit, reducing returned animals from 1 in 3 to 1 in 40 adoptions
  • Created fostering program, allowing potential adopters to understand the scale of care required before fully committing to owning an animal, and reducing the amount of space taken up at the shelter, increasing our rescue capacity from 20 animals at a time to 40
  • Created partnership with local 4H groups and other rescues, as well as local high schools and colleges, building a larger network of volunteers, fosters and possible adopters, and creating opportunities for community service
  • Increased adoption rate from 1 animal per 2 months to 5-10 animals per month
  • Increased adoption rate from 0 per event to 4 per event
  • Increased fundraising from 0 to an average of $300/month

Attract new volunteers with needed skill sets and train them, including personnel willing to take on research and media responsibilities

Oct 2008Mar 2011

Counter Ops Agent

Best Buy

Summary of Job:Managed customer experience by accepting in repair orders, organizing repair, or shipping orders to Geek Squad Corporate Headquarters. Handled communication with customers.

Selected Accomplishments:

• Trained a team of young professionals in customer interaction and repair procedure.• Created an alphabetical system to organize repair computers which complied with corporate standards, reducing misplaced or lost units, reducing time necessary to locate units.• Created a system of customer contact, proactively notifying customers on status of their repair.• Work closely with management to respectfully discipline employees, retraining when appropriate.• Track orders in progress at Repair Center through STAR database.• Work directly with customers with escalated concerns to resolve their complaint in a timely and satisfactory manner, resulting in happier, repeat customers

Oct 2006Mar 2010

Special Project: Transcription

D'Youville College

Hannah Weiner Transcription of "Book of Revelations"

Over the course of several years, assisted Dr. Marta Werner with transcribing a complicated, hand written transcript into a legible, digital, navigable preserved digital format. The project required an extreme attention to detail complimented by technical knowledge of Adobe Photoshop.


Bachelor of Arts

D'Youville College


Dana Rzepa

Marta Werner

Duane Teston

Derek Steele

Tammy Montoya

Paula Murdock

Laurie Riggan

Megan McCulloch