Technical Customer Service Specialist with expertise in delivering support services and resolving customer complaints. Have the capacity to be a quick learner and highly computer-savvy. Troubleshoots highly technical issues with ease and patience. Team player who is flexible, reliable and adaptable to dynamic environments. Trained in the netFORUM Association Management Systems database.
Excellent problem-solving abilities
Data privacy applications
Excellent communication skills
Training development aptitude
Creative problem solver
Customer Relationship Management Software (CRM)
Excellent time management skills
MS Office expert
Microsoft Outlook, Word and Excel
to 01/2014 American Association for Justice – Washington,
Led the netFORUM upgrade project with my director.
Worked closely with the Avectra staff to ensure the upgrade rolled out successfully.
Tested the 2011 netFORUM upgrade before we presented it to staff for testing.
Assisted staff with testing and conducted meetings with Avectra and AAJ staff to fix breaks with the new site and to clear up any service issues before going live in May 2012.
Position responsibilities include: Supported the netFORUM association management system.
Created queries and ran reports for information retrieval Responded to various database help desk tickets submitted by staff via an online ticketing system
Created or updated existing netFORUM reports using SQL Server Reporting Services (SSRS)
Used netFORUM, Visual Studio and SQL Server Reporting Services (SSRS) to create, update and expand reports
Trained staff on the netFORUM database and created an open door policy to any staff that required a brief overview of the netFORUM database
Established compatibility with third party software products by developing program for modification and integration.
Coordinated with systems partners to finalize designs and confirm requirements.
Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Member Services Specialist11/2006
to 12/2011 Association of American Medical College – Washington,
Partnered with immediate manager, directors and outside vendors to prepare Association for new Association Management System database
Extensively cleaned up outgoing database to prepare for new database
Maintained the integrity of association database
Worked closely with manager to upgrade division in preparation for new roles and responsibilities in conjunction with the roll out of new database
Provided account management services to external constituents and customers, in areas of resetting, creating and merging duplicated accounts
Managed membership accounts and invoicing for our member institutions and professional development groups
Tested new standard operating procedures for association database
Processed report queries for staff and constituents using SQL formatting
Conducted Open Houses and Users Group meetings to provide staff with database updates and assist them with their questions regarding using the database
Trained new staff members on section policies and procedures
Served as point of contact during managers absence
Temporary Meetings Registrar04/2006
to 11/2006 Association of American Medical Colleges – Washington,
Registered constituents for AAMC sponsored meetings.
Processed registration payments.
Provided on-site support.
Coordinated reconciling invoices and payments with the accounting staff to successfully close out meeting at its completion.
Senior Customer Service and Order Fulfillment Representative08/2001
to 11/2006 Association of American Medical Colleges
Answered an average of 10 calls per day by addressing customer inquiries, solving problems and providing new product information.
Politely assisted customers in person and via telephone.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Processed 5 daily invoices and billed renewed invoices to clients.
Directed calls to appropriate individuals and departments.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Acted professionally and patiently when addressing negative customer feedback.
Prepared reports and communication for senior management and clients.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Referred unresolved customer grievances to designated departments for further investigation.
Identified chronic customer issues by creating and maintaining customer complaint log.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Mastery of customer service management systems and databases.
Accurately documented, researched and resolved customer service issues.
Defused volatile customer situations calmly and courteously.
Gathered and verified all required customer information for tracking purposes.
Addressed and resolved customer product complaints empathetically and professionally.
Effectively managed a high-volume of inbound and outbound customer calls.
Bachelor of Science: Software Development and SecurityCurrentUniversity of Maryland University College-
MDSecurity Programming and Development
Bachelor of Science: PsychologyCurrentUniversity of Maryland University College-