IS Trainer/Customer Service with expertise in delivering support services and resolving customer complaints. Trained in software such as Clarify, AS400 and Windows 7, Lotus Notes . Highly organized and detail-oriented IS Trainer with more than 10 years experience supplying thorough, organized administrative support to 9 plus sales staff.
Accurate and detailed
Works well under pressure
Excellent planner and coordinator
Social media knowledge
Taught proprietary software lessons to all new hires
Creative problem solver
Strong client relations
Customer interface expertise
Adheres to customer service procedures
SR. CONSUMER AFFAIRS ANALYST11/2006 to Current Kia Motors America – Lombard,
Receive and investigate consumer complaints ranging from a low to high level of complexity received from several outside sources, (AG, BBB, Attorney).
Manage customer case load from inception to completion accepting cases and contacting customers within 24 hours of dispatch.
Timely communication and negotiation with internal and external clients utilizing early intervention strategies to ensure all resources are utilized to repair vehicles in a timely manner thus avoiding any unnecessary goodwill expenses or case escalation.
Reduced vehicle repurchases within assigned districts to meet the target of 6 units or less.
Exceeded customer retention by developing a rapport early in the assistance process.
Answer an average of 25 calls per day by addressing customer inquiries, solving problems and providing new product information.
PROJECT ADMINISTRATOR03/2002 to 09/2005 Tugtel Communications, Inc. – Gary,
Administered duties including daily support call processing of existing accounts, overseeing and assigning IT support staff on routine client work requests.
Developed and maintained working relationship with IT staff that supported client base to ensure that customer was aware of all service offerings.
Functional in logging and documenting all issues and providing timely and consistent status communication to the client.
Accountable for customer retention and problem resolution making informed decisions to manage the client wisely in order to achieve maximum results.
Assessed vendor products and maintained positive vendor relations.
Monitored timelines and flagged potential issues to be addressed.
PROCUREMENT SPECIALIST07/2001 to 03/2006 A & D Supply Company, LLC – Lisle,
Helped customers with questions, problems and complaints in person and via telephone.
Prepared sales slips and sales contracts.
Developed positive customer relationships through friendly greetings and excellent service.
Trained and served as a peer coach for new team members.
Priced merchandise and took inventory of supplies.
Alerted customers to upcoming sales events and promotions.
Handled all customer relations issues in a gracious manner and in accordance with company policies.
Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
Actively pursued personal learning and development opportunities.
IS Trainer01/1999 to 05/2001 Jack Morton Worldwide – Chicago,
Managed scheduling and facilitated the training of new staff via virtual/telephone and classroom settings on the use of customized databases working both PC/Mac platforms.
Researched answers to not so frequently asked questions.
Evaluated trainees after a six-month period to further identify any additional training needs.
Installed software, modified and repaired hardware and resolved technical issues.
Provided base level IT support to non-technical personnel within the business.
Demonstrated professionalism and courtesy with customers at all times.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Organized and edited training manuals, multimedia visual aids and other educational materials.
FINANCIAL SYSTEMS ANALYST09/1998 to 01/1999 BP Amoco – Chicago,
Entered prices into the Individual Customer Discount (ICD) system, ensuring corresponding letters was expedited to individual customers.
Recorded and maintained daily price changes for over 155 terminals/regions that totaled over 300 price changes.
Issued fuel carrier authorization letters to exchange customers.
Bachelor of Arts: Health InformaticsCurrentAshford University
Certificate in Health Information Technical Support: 2012Moraine Valley Community College
- Palos Heights,