To seek opportunities that will challenge my skills and my learning abilities and to obtain a position that will allow me to apply my years of experience to help the company achieve objectives.
Highlights
Customer Service Specialist 20 years
Senior Executive & Regulatory Analyst 11 years
Proficiency in Excel, PC Proficiency 19 years
State & Regulatory Reporting 11 years
Supervisory/Lead Role 15 years
Accomplishments
Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
Experience
Quality Assurance Representative, 04/2015 - Current Capital Vacations – Branson, MO,
Responsible for ensuring the complete compliance, quality check points of all new auto dealership accounts, auctioneers and wholesale dealerships from demo testing, onboarding, integration, to activation in the Red Bumper and VehicleXchange internal systems.
Currently processing all new VehicleXchange, Lot Management and New Car IQ Accounts to ensure company and corporate processes are followed as directed to maintain a seamless transfer of an auto dealerships inventory from users to polling are migrated successfully.
Team Lead Small Business CPE/ Order Manager, 11/2011 - 12/2014 Savers Thrifts Stores – Saint Cloud, MN,
Team Lead over Small Medium Business for Three years, Implanted process for the Department; Managed Resources, Time, Risk, Integration Scope.
Efficient performer of multiple functions with timeliness and accuracy.
Proven leadership skills encompassing Relationship Management with Client, Vendor team, and working on key initiatives with business.
Planned and scheduled projects, set deadlines, assigned responsibilities, coordinated team members tasks towards completion of the project.
Monitored and summarized project progress, prepared reports for upper management, internal and external customers.
Led the business process team which wrote requirements, Directed team to create and verify quality requirements.
Performed GAP analysis to identify problems and inconsistencies.
In depth understanding of As-Is and To-Be business processes.
Created Requirement Traceability Matrix (RTM) for the project, to make sure all the requirements were captured, implemented and tested thoroughly.
Skilled in functional analysis of software applications, change management, continuous process improvement.
Outstanding analytical, problem solving and interpersonal skills with quick learning ability.
Demonstrated ability to work both in an independent and team-oriented environment with well-developed organizational skills.
Responsible for the implementation of all Small Business (SMB) sales orders from the Sale team from inception to invoicing, by ensuring that the initial contract package is complete with all Approvals, Pricing and Counter Signatures prior to uploading into the Verizon database.
Ensuring that all contract language is present and all validation points on the Cover Sheet are in place for the customer signatures.
Updating all documents in Contract Viewer by retrieving all documents needed out of the One Source System in order to push to install.
Continual tracking of all orders, via spreadsheet, numerous internal systems, email, conference calls, and order monitoring from initial implementation through to install, which also includes proactive and reactive monitoring to ensure no items are rejected, missing or inaccurate to prevent a timely installation.
I am the direct interface/primary point of contact with the customer, the company, the sales rep, system engineers, for all order questions, milestone data tracking and the single source of status to the customer on Drop Ship CPE orders.
Coordinate with the Project Manager to ensure a smooth transition from receipt of equipment, through installation and invoicing.
Dispatcher / Customer Service Specialist, 11/2008 - 04/2010 AT & T – City, STATE,
Responsible for dispatching and rescheduling technicians to various customer sites for installation and repair appointments.
Responsible for the activation of customer telephone lines, including, but not limited to monitoring, installation, setup in the AT&T internal system for Clec Port in Requests through LSRV.
Managed due dates conflicts through the OMA Escalation Support for the renegotiating of customer desired due dates.
Managed the Directory Listing Escalation Support for DL fall out requiring direct contact; in addition to the E-911 Escalation Support for address related issues and the internal CTC experience.
Dispatcher, 2007 - 10/2008 BNSF Railroad – City, STATE, · Responsible
for dispatching all scheduled truckers to pick up their freight from the Rail
yard to the designated drop locations. Responsible for the daily run reports
which included the drivers, their logged time, mileage, etc. These duties also
included dispatching for all states and local drivers for BNSF Railroad.
Education
Associates Degree: Business Administration Information Technology, Expected in January 2016 - Kaplan University - Davenport, Florida GPA: Business Administration Information Technology
Bachelor's Degree: Business Administration Information Technology, Expected in Present - Kaplan University - Davenport, Florida GPA: Dean's List Business Administration Information Technology Dean's List
Skills
Analyst, business process, business processes, change management, interpersonal skills, CTC, Client, Customer Service Specialist, database, dispatching, drivers, email, functional, inventory, invoicing, IQ, leadership skills, Team Lead, Excel, organizational skills, pick, Pricing, problem solving, processes, process improvement, progress, quality, quick, Relationship Management, Reporting, Requirement, sales, spreadsheet, Supervisory, telephone, validation
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