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Resolution Expeditor Resume Example

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RESOLUTION EXPEDITOR
Profile
I am seeking a position for continued growth and advancement with a company where I can leverage my experience and utilize my full range of skills. Graduate in Computer Information Systems with a solid academic record in IT courses combined with years of Management Background and Excellent Client Service Experience. Strong analytical ability and a forward, progressive thinker that is able to grasp new concepts quickly and effectively put new skills to use. Successful in both a team and self-managing environment.
Core Qualifications
  • Microsoft Windows Server and XP
  • HTML / XML
  • Troubleshoot Modems/Routers/Tablets
  • Install Point of Sale Solutions
  • Salesforce.com
  • PeopleSoft
  • Microsoft Office including Access, Excel, Power Point, Note, Outlook
  • MySQL
  • C++, Java
  • Remedy Ticket Systems
  • Business:
  • Experienced leader with well-developed interpersonal skills
  • Extensive Management Background
  • Excellent communication skills, both verbal and written
Accomplishments
  • The Senior Project was a six-month team assignment where we identified a plan through a process of examining a business and technical problem in the organizational context, developed a set of possible solutions, and implemented the best solution.
  • The project was based on creating a website for Premier Catering Company which needed a website for their business.
  • The site map for the design of their new website had general areas, member-only access, and administrator controls.
  • Some of the technology and tools that was used included Asp.net, Visual Studio, Dreamweaver, HTML, C#, Access Database.
  • The applications in the Web Page Layout and Design were created by using HTML.
Professional Experience
Resolution Expeditor
April 2015 to March 2016The Home Depot － Atlanta, GA
  • Communicate with both external and internal customers via telephone, letters, email and social networks Provide resolutions to customer issues using different resources Identify root cause of customer issues including technical support or installation and part inquires Identify problems that have to be escalated and partner with appropriate departments to assist with resolving the issue Take ownership of customers issue and provide complete end to end issue resolution by utilizing resources available Provide Technical Support on products that either require replacements or troubleshooting Partner with various departments including store and Management teams to plan and implement solutions for customers installation issues Communicate with different levels of Management, customers and staff.
Wireless Consultant
July 2014 to April 2015AT&T Mobile － Lindbergh, GA
  • Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
  • Ensures availability of merchandise and services by approving contracts; maintaining inventories.
  • Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
  • Maintains operations by initiating, coordinating, and enforcing program operational, and personnel policies and procedures.
  • Contribute to team effort by accomplishing related results as needed.
  • Maintains the stability and reputation of the store by complying with legal requirements.
  • Develop and attain customer experience and sales objectives for store.
  • Meet all sales objectives.
  • Handle all administrative aspects of the sale including: completing contracts and warranties.
  • Maintain strong knowledge of all plans, promotions and service features.
  • Maintain knowledge of competitive offers and provide critical market feedback to the Upper Management regarding local competition and products/service needs.
Manager Contact Center
September 2013 to July 2015First Data － Marietta, GA
  • Lead a Team of Customer Support Specialist who assists our Merchants with their Next Generation Software based Point of Sale products including Mobile Tablets and other devices.
  • Manage Day to Day Operations with a Team of 15-20 Agents in the Inbound Contact Center Assure Team provides escalation level technical support and respond to inquiries that are highly complex in nature and include troubleshooting terminals, tablets, printers, card reader, wireless routers and network problems Interface with different levels of Management, customers and staff Interview Potential Candidates to join the Team of Support Specialist Ensure Teams are well equipped to up sell customers on products that can help enhance their experience and make their business more successful Additionally assist Specialist with answers on clients account reconciliations, reporting, billing and analysis.
  • Responsible for coaching Motivating, Monitoring, Performance Feedback and Technical assistance, focusing on Quality and Productivity within the Team Identify problems or issues in processes and implement solutions bringing bottom line result Generating Reports using our CRM-Salesforce.com, which populate and track data regarding the Agents interactions with our clients, which will help us determine if any new processes or procedures need to be implemented.
Commercial Account Manager
August 2005 to February 2012Auto Zone － Morrow, GA
  • Demonstrate effective decision-making and resolution of issues not clearly defined by procedures.
  • Present suggestions for procedural changes to management.
  • Acknowledged and prepared proposal for process improvement.
  • Help firm reduce losses and minimize risk.
  • Develop and maintain relationships with accounts by performing sales calls, providing them with prompt service, and meeting their demands on an as-needed basis.
  • Manage and coordinate delivery of parts to accounts throughout Stockbridge and the surrounding areas.
  • Authorize price changes, returns, warranties, and customer satisfaction approval.
Commercial Account Manager
January 2002 to September 2013Advance Auto Parts － Forest park, GA
  • Develop and maintain strategic partnership with General Manager Commercial Parts Specialists, Commercial Account Manager to achieve all agreed upon goals for the assigned accounts with emphasis on Sales and Gross Margin Dollars, drive incremental sales, and build stronger business partnership between Advance Auto Parts and assigned existing accounts.
  • Identify and meet commercial customer needs by presenting products, services or ideas in a manner that clearly shows how they would meet the needs, provide benefits, and build confidence.
  • Travel throughout assigned accounts making sales calls that best position Advances Commercial Customer Promise, products, and services; overcomes or minimizes objections, and addresses unique needs and preferences of key decision makers.
  • Proactively communicates with Store Team on a regular basis to ensure that customer expectations concerning product availability, accuracy, and delivery timelines are realistic and being met.
  • Enter effective notes on important details from sales calls, and updates core customer database into CRM on a timely basis.
Education
Bachelor of Science : Computer Information Systems System Security, 2011DeVry University － Stockbridge, GA

Computer Information Systems System Security

Languages
Fluent in Spanish
Skills

Account reconciliations, Administrative, analytical skills, benefits, billing, C++, coaching, com, Excellent communication, interpersonal skills, competitive, contracts, critical thinking, CRM, clients, customer satisfaction, Customer Support, database, decision-making, delivery, email, XML, features, General Manager, HTML, Java, complying with legal requirements, letters, notes, market, merchandising, Access, Excel, Microsoft Office, Outlook, Power Point, Microsoft Windows, Modems, MySQL, network, networks, Next, PeopleSoft, personnel, policies, presenting, pricing, printers, problem solving, processes, process improvement, promotion, proposal, publications, Quality, rapport, reporting, Routers, Sales, CRM-Salesforce, Fluent in Spanish, strategic, technical support, Technical assistance, telephone, Troubleshoot, troubleshooting, unique, workshops, written

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Resume Overview

Companies Worked For:

  • The Home Depot
  • AT&T Mobile
  • First Data
  • Auto Zone
  • Advance Auto Parts

School Attended

  • DeVry University

Job Titles Held:

  • Resolution Expeditor
  • Wireless Consultant
  • Manager Contact Center
  • Commercial Account Manager

Degrees

  • Bachelor of Science : Computer Information Systems System Security , 2011

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