More than 5 years experience with Installation, configuration and support system and drivers for Windows desktops (XP, Vista, Etc.). More than 15 years customer support experience useful for end user support. Have always been the "Go to girl" for Co-Workers with Computer related issues.
Apr 2010 - Present
Worldwide Languages Resources, Inc.
Will add info soon
Jun 2009 - Jun 2010
Customer Service Specialist
Tactical Gear Distributors
Receive/Enter customer orders via phone & e-mail. Provide solutions to complex E-Commerce scenarios. Access Fishbowl Application interface to enter orders/query information. Process Customer and Management reports via FBI Application. Provide computer technical assistance to co-workers. Assist customers with product information/availability. Remotely access Citrix Server to retrieve orders/ship notifications/invoices for True-Commerce EDI transactions. Proficient in using True-Commerce Application for mapping Vendor SKUs to Company SKUs. Import/Export True-Commerce EDI data to MS Excel in order to track received orders. Created SOP for TGD using Power Point & MS Word. Utilize tools provided by Outlook to develop customized contact forms to enhance productivity among users
Sep 2007 - Jan 2009
Customer Service Leader
Supervise front of store. Receive and process returns/exchanges. Assign projects to Cashiers (i.e. refresh stock, answer telephone, clean up front of store, and assist other employees as needed). Answer incoming phone calls (2 lines), transfer/assist accordingly. Assist customers with product information/availability. Access Axapta business system (frequently use Inventory module to research product availability as well as purchasing module to check customer order status/create sales orders). Operate/trouble shoot POS on regular basis. Created Excel spread sheets for customization for POS to improve ease of use for visually impaired users. Process & release sales orders utilizing Axapta sales module. Create custom spread/work sheets using MS Office.
Apr 2005 - Jun 2007
Customer Support/RMA Coordinator
Mercury Computer Systems
Interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Dispatch non-RMA technical issues to Technical Support group using the Clarify database. Receive customer requests for RMA's and prepare documents/trouble tickets related to processing these returns using both the Clarify and Oracle databases. Review warranty/maintenance status of customer product returns to ensure accuracy of repair pricing. Record and report the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Generate and maintain a daily report for tracking RMA's to ensure minimum turnaround time. Maintain records of returns, schedule changes, product enhancements or changes and product pricing, and resolve return credit problems. Order Administrator Visualization Systems Group (VSG) Coordinate and process domestic and international purchase orders using Oracle 11 backend database cluster. Strong interface to Sales Representatives, Customers, Manufacturing, Accounting and other departments Compile and interpret data and generate, manage and troubleshoot MIS reports for management. Answer non-routine questions regarding organization's products and services and general procedures for order processing issues Verify consistency of purchase orders with pricing, discount schedules, policies, and specific customer agreements. Managed licensing for OpenInventor 5.0/5.1 & Amira 4.0/4.1.1 development Linux, Mac, RedHat Enterprise Server & RedHat Fedora Core for JRE Responsible for software license key reconciliation for reporting purposes of Visualization Systems Group products Provided technical assistance for JRE applications OpenInventor 5.0/5.1 & Amira 4.0/4.1.1